ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

Customer Service 253

Customer Service Chatbots Engineering Analytics 253

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.

Chatbots 163

Chatbots Contact Center Self service Customer Experience 163

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.

Customer Service 403

Customer Service Chatbots Interactive Voice Response Customer Support 403

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chatbots vs. Humans: The Better Option for Customer Service by Michael. Of course, customer service is part of the CX.

Customer Service 236

Customer Service Chatbots Customer retention Marketing 236

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s convenient and predictable, and customers love it. CEOs Who Are Transforming Customer Experience by Robert Reiss.

Customer Service 257

Customer Service Chatbots Contact Center Call Center 257

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 42

Customer Service Chatbots Customer Care B2B 42

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. It should support and augment it. So, don’t make any of the mistakes found in this article!

Customer Service 207

Customer Service Customer centricity Chatbots Self service 207

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. What is an awkward customer? My Comment: This excellent article includes seven tips to create stronger customer loyalty.

Customer Service 200

Customer Service Chatbots Metrics Consulting 200

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The customer experience really starts on the inside of an organization with the employee experience. Follow on Twitter: @Hyken.

Customer Service 219

Customer Service Chatbots B2C B2B 219

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Airlines 247

Airlines Customer Service Chatbots Customer Care 247

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. Here are my top five picks from last week.

Customer Service 224

Customer Service Chatbots Self service Customer Experience 224

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This article has some great information. Great concepts here.

Journey mapping 208

Journey mapping Customer Service Customer centricity Chatbots 208

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What’s the Difference Between Customer Satisfaction and Customer Loyalty? This year, chatbots helped address that issue.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Like live chat, you can add chatbots to all websites.

Customer Service 365

Customer Service Chatbots Education Feedback 365

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Customer Service 207

Customer Service Self service Chatbots CRM 207

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. But I digress.

Customer Service 207

Customer Service Airlines Self service CRM 207

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. Follow on Twitter: @Hyken.

Customer Service 222

Customer Service Customer retention B2C Contact Center 222

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Three Important Considerations for Customer Service Surveys by Paul Selby. Do you want happier customers? Yes and yes!)

Customer Service 136

Customer Service Self service Surveys Scripts 136

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Do Customers Really Think Of Your Brand? Social media customer care best when humans and bots are at play by Tara Jones.

Customer Service 251

Customer Service Customer Care Contact Center Customer Experience 251

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Here are five customer service trends to watch out for in 2021:? .

Customer Service 365

Customer Service Chatbots Analytics Upselling 365

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Can awful airline customer service be overridden with AI and analytics? Chatbots and AI can’t do everything… yet.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Voice of the Customer and What Does it Mean for Customer Experience? Here are my top five picks from last week.

Customer Service 197

Customer Service Chatbots Metrics Wait times 197

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 373

Chatbots Customer Service voip Best practices 373

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 389

Customer Experience Customer Service Gamification Chatbots 389

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 179

Customer Support Self service Journey mapping Wait times 179

ShepHyken

JUNE 5, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is in alignment with one of the most important ideas I’ve been preaching to clients.

Customer Service 38

Customer Service Chatbots Customer Support Customer Experience 38

GetFeedback

JUNE 29, 2020

Scale your hyper-personalized customer support program with the help of AI and chatbots.

Customer Support 179

Customer Support Chatbots Personalization 179

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 148

Customer Service Chatbots Customer Care B2B 148

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 327

Customer Service Advertising B2B Chatbots 327

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback.

Morale 154

Morale Customer Service Chatbots Feedback 154

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. And did you guess what company this article is about?

Customer centricity 225

Customer centricity Chatbots Self service Feedback 225

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. It must be legendary.

Customer Service 34

Customer Service Customer Care Chatbots Personalization 34

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Introduction: AI in CX. _.

Customer Service 279

Customer Service Automotive Airlines Chatbots 279

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

ShepHyken

JUNE 26, 2020

This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. This article was previously posted on BotsCrew’s blog. Smart automation solutions like chatbots can help companies meet their clients’ needs online without having to hire extra workers, extending working hours, or raising salaries.

Customer Service 245

Customer Service Chatbots Sales Management 245