ShepHyken

MAY 31, 2021

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. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

ShepHyken

SEPTEMBER 19, 2016

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. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots CRM Technology 0

ShepHyken

DECEMBER 12, 2016

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. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

ShepHyken

MARCH 9, 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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 250

Customer Service Chatbots Customer Experience Personalization 250

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. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.

Customer Service 257

Customer Service Chatbots Engineering Analytics 257

ShepHyken

JULY 29, 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. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 206

Customer Service Chatbots Morale Self service 206

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. If you haven’t explored the subscription model for your business, this article will give you a good introduction.

Customer Service 262

Customer Service Chatbots Contact Center Call Center 262

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. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

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. While escalating complex issues to a higher tier can improve satisfaction, many chatbots lack robust escalation features.

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century.

Personalization 227

Personalization Customer Experience Chatbots Metrics 227

ShepHyken

FEBRUARY 8, 2021

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. My Comment: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Customer Service 254

Customer Service B2B Chatbots Self service 254

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. This article has some great information. How chatbots could change customer service over the next 5 years by Becky Peterson. Great concepts here.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. Does your social media specialist have the autonomy to answer FAQs, or will there be a different point person? Some social media platforms like Twitter and Facebook allow brands to automate customer service through a button-based chatbot.

Customer Service 377

Customer Service Chatbots Accountability Self service 377

ShepHyken

OCTOBER 26, 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. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.

Customer Service 231

Customer Service Customer centricity B2B Contact Center 231

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 378

Chatbots Customer Service voip Best practices 378

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. Automating Service-Desk With NLP-Based Chatbots. Until now, AI has proven quite useful in support, especially in the form of chatbots that can answer a large number of straightforward queries without human intervention.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

MARCH 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. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 206

Customer Service Call Center Call center experience Chatbots 206

ShepHyken

APRIL 28, 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. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Customer Service 183

Customer Service Advertising B2C Big data 183

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. It’s been along for a while.

Customer Service 39

Customer Service Chatbots Customer Support Customer Experience 39

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century.

Personalization 174

Personalization Customer Experience Chatbots Metrics 174

ShepHyken

DECEMBER 6, 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. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa.

Customer Service 174

Customer Service Chatbots Customer Care Self service 174

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. This article has some of those basics and a little more. This article was originally published three years ago and updated this week.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

ShepHyken

MARCH 9, 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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

JULY 7, 2021

While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. Some smart person was trying to give a facelift to the term customer service. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

ShepHyken

JULY 31, 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. I have added my comment about each article and would like to hear what you think too. My Comment: If you like beer, you will love this article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JANUARY 13, 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. My Comment: The title of this article caught my attention. To start with, consider that some type of automation (AI, chatbots, etc.)

Customer Service 180

Customer Service Journey mapping B2C B2B 180

ShepHyken

FEBRUARY 21, 2022

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. It’s more aesthetically pleasing than just texting with a chatbot or interacting on the phone with voice response technology. by Rebecca Bellan.

Customer Service 183

Customer Service Customer retention Construction Chatbots 183

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . Why use social media as a customer service channel? . Data tells us that one-third of U.S.

Customer Service 333

Customer Service Advertising B2B Chatbots 333

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. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. Introduction: AI in CX. _.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

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. That’s the first of the five ways shared in this article. Of course, there are plenty more predictions and trends in the article.

Morale 158

Morale Customer Service Chatbots Feedback 158

ShepHyken

DECEMBER 3, 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 shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Service 158

Customer Service Personalization Surveys Chatbots 158

ShepHyken

JANUARY 21, 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. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 158

Customer Service Advertising Chatbots Self service 158

Inbenta

JUNE 2, 2020

Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. Give your chatbot a personality. Personality is the new user experience.”. Source: Ultan O’Broin from Chatbots Magazine ). Test, Monitor, Tune.

Best practices 130

Best practices Chatbots Feedback Technology 130

ShepHyken

OCTOBER 30, 2020

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. 1 Voice Technology Helps Keep Things Personal. Speaking person to person with your customers will ultimately leave you with more happy buyers who feel as if they’ve been treated like unique individuals, rather than ticket numbers. #2

Technology 267

Technology Customer Service Personalization Chatbots 267

ShepHyken

APRIL 10, 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. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Make it personal. A small, personalized gesture can lay the foundation for a long-lasting relationship. Think your business is an exception? Hear a sniffle?

Customer centricity 307

Customer centricity Advertising outsourcing Chatbots 307

ShepHyken

AUGUST 14, 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. This article is about that – and more. While it’s not “everything,” plenty of ideas, definitions, formulas, and more can be found in this article.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31