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. Self-service, messaging and chatbots are the focus of the article.

Customer Service 237

Customer Service Chatbots Self service Customer Experience 237

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . Provide speedy support.

Customer Service 387

Customer Service Chatbots Accountability Self service 387

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. Poor customer service costs businesses over $75 billion a year in lost profits. Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. Like live chat, you can add chatbots to all websites.

Customer Service 382

Customer Service Chatbots Education Feedback 382

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. Here are my top five picks from last week. Yes and yes!)

Customer Service 139

Customer Service Self service Surveys Scripts 139

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 214

Customer Service Self service Chatbots CRM 214

TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. So, if customer service isn’t a department, what do you call it?

Customer Service 180

Customer Service Chatbots Customer Care Self service 180

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 190

Customer Service Advertising B2C Big data 190

Customer Service Life

MAY 11, 2022

This article was originally published on CustomerThink and is being reposted with the permission of the editor. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. Understanding the Key Metrics for Self-Service. Source: Pixabay.

Self service 104

Self service Chatbots Metrics Surveys 104

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Misconception #2: Customers only want self-service options. In the U.S. of all sales.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

DECEMBER 30, 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. This article included something worth considering. The article includes five ideas. Here are my top five picks from last week.

Customer Service 213

Customer Service Customer centricity Marketing Self service 213

ShepHyken

FEBRUARY 27, 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. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. 10 Quotes To Inspire Better Customer Service by Sharpen.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

JANUARY 23, 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. My Comment: This excellent article has three powerful tips. This article shares three questions to consider to help quantify CX success.

Customer Service 149

Customer Service Self service Customer retention B2B 149

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 166

Customer Service Advertising Chatbots Self service 166

ShepHyken

OCTOBER 17, 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. This article pokes hard at the people/companies that are fixated on surveys – and suggests doing something more important than looking at numbers.

Customer Service 36

Customer Service Surveys Chatbots Self service 36

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. She answered a few questions, and once the technology identified her problem, a chatbot popped up. She was digitally “hand-held” through the process, which included the chatbot.

Customer centricity 241

Customer centricity Chatbots Self service Feedback 241

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self service Technology Customer Service 144

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 341

Customer Service Advertising B2B Chatbots 341

ShepHyken

DECEMBER 25, 2019

If you’re reading this article the day it comes out, it’s Christmas Day. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. Another way of putting it is this: teach customers how they can avoid problems during busy times.

Self service 288

Self service Chatbots Personalization Customer Service 288

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. If customer retention is important to you (and you know it is), then hurry up and read this article!

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

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. Across all companies, AI resolves 41.1%

Chatbots 168

Chatbots Contact Center Self service Customer Experience 168

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. Create self-service solutions. She shares how you can reduce customer support tickets and enhance customer experience.

Customer Support 190

Customer Support Self service Journey mapping Wait times 190

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

ShepHyken

JANUARY 27, 2017

However, if you’re working for a large organization that receives hundreds of customer service tickets a day, use an automated chatbot. The chatbot, using AI, will be able to intelligently assist customers and answer questions quick and simply. Read Shep’s latest Forbes Article: A Worker’s Right To Disconnect From Work.

Technology 250

Technology Customer Service Management CRM 250

ConvergeOne

JANUARY 17, 2023

There’s nothing like a chatbot that can’t answer your questions or listening to endless on-hold music to wait for a customer service representative. These scenarios, however, are reflective of today’s customer service environment. But customers still need service.” The solution?

Self service 97

Self service Interactive Voice Response Chatbots Marketing 97

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. Chatbots and virtual assistants have made self-service a natural first point of contact for many customers.

Brand ambassadors 223

Brand ambassadors Chatbots Self service Contact Center 223

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. Hence, self-service automation is important so that customers can find their answers easily and the customer agents are only left with complex customer queries. Businesses should FCR should improve continuously.

First call resolution 223

First call resolution Management Chatbots Self service 223

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Goal: Adopt Chatbots. Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” It Had Better Be!

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

Win the Customer

JANUARY 9, 2025

This is where customer self-service comes in. AI plays a crucial role in enabling effective customer self-service. Here’s how product managers can use AI to build products that drive customer self-service: 1.

Self service 59

Self service Chatbots Personalization Analytics 59

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. Customer service has the power to make or break a company. Use Technology for Self Service. Read Shep’s latest Forbes Article: The Customer, Not Santa, Is Bringing You A Gift.

Contact Center 114

Contact Center Customer Service Virtual Agent Chatbots 114

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Self-service. What’s most important in self-service, is that customers can connect through several channels, including the phone, email, website, messenger, and social media.

Self service 190

Self service Chatbots Personalization Interactive Voice Response 190

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service First call resolution 195

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. This includes: Search engine experiences Help sites Some chatbots Suggestions on a case submission form Online communities/forums .

Self service 86

Self service Chatbots Contact Center Wait times 86