ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. This is where ERP and CRM integration comes into play. What is an ERP? Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

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. Destination CRM) What’s the difference between customer service and customer care? Here are my top five picks from last week.

Customer Service 180

Customer Service Chatbots Customer Care Self service 180

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Statista reports that emails personally addressed to customers had an 18.8% Offer Personalized Services. Personalization is offered on the premise of available data.

CRM 296

CRM Personalization Engineering Enterprise 296

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

AWS Machine Learning

APRIL 3, 2025

Data synthesis: The assistant can pull relevant information from multiple sources including from our customer relationship management (CRM) system, financial reports, news articles, and previous APs to provide a holistic view of our customers. Lets explore how we built this AI assistant and some of our future plans.

Accountability 110

Accountability Sales CRM APIs 110

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

ShepHyken

JULY 14, 2023

This week, we feature an article by Christopher Jan Benitez, a writer specializing in digital marketing and customer experience. However, many businesses still need help connecting with customers through this channel. They can help you execute your email campaign faster, but you can’t send them without personalizing them.

Personalization 156

Personalization Best practices CRM Marketing 156

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. 2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. Relationships = revenue. SMS and Messaging.

Technology 250

Technology Customer Service Management CRM 250

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. For instance, Betterment, an online investment advisor, uses proactive chat invitations to provide personalized financial services to new clients, helping them invest with confidence. . Customer Service Trends For 2021 .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. CRM and ERP Database Management.

CRM 254

CRM Enterprise Benchmark outsourcing 254

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Stakeholder collaboration This person should be adept at collaborating with other departments like sales, marketing, product, and support to ensure a seamless customer experience.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Using dating terms, the price of a product can be compared to the first glance at a person you like.

Customer Experience 282

Customer Experience Accountability CRM Enterprise 282

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. On that note, you can utilize a 24-hour answering service so that your prospects are always communicating with a live person. Provide Personalized Support. This allows you to provide them with a more personalized customer experience.

Customer Service 237

Customer Service Multichannel CRM Advertising 237

aircall

JANUARY 28, 2022

Pipedrive was created to add an extra level of intuition and usage to the typical CRM system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. This CRM takes your sales process and breaks it into customizable steps within its system. How Does It Work? Pipedrive Integrations.

CRM 118

CRM Sales call center software Analytics 118

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Personalize customer service. Showing concern and care for their problems and making the interaction more personalized helps in improving customer satisfaction.

Best practices 256

Best practices CRM Customer Service Metrics 256

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. CRM tools are increasingly incorporating social media into their customer support modules. It also enables personalized content delivery through email and landing pages.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Set goals.

Customer Service 411

Customer Service Morale Sales Coaching 411

ShepHyken

OCTOBER 6, 2023

This week, we feature an article by Claron Kinny, Content Specialist at Beaconstac , the one-stop solution for all things QR. This includes smoother interactions, personalized recommendations, and a proactive approach to customer needs. This is where CRM software comes in as your savior. month), Business plan ($739.7/month),

CRM 172

CRM Analytics Feedback Sales 172

Return Customer

JANUARY 31, 2025

They expect a shopping experience that feels personal and memorable. In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store. In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. Relational customer service aims to contribute positively to a customer’s relationship with the brand by providing a personalized experience.

Customer Service 216

Customer Service B2C B2B SaaS 216

ShepHyken

OCTOBER 29, 2021

It is extremely viable for customers to reach the right person in charge to guide them through. CRM integration . Some specific features like an automated dialer, call logging, and more enable your CRM to stay relevant. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

call center software 216

call center software Call Center Customer Support Scripts 216

ConvergeOne

JANUARY 27, 2022

This article originally appeared in Security Magazine. One of the biggest challenges facing businesses today is how to transform their customer-?rst rst passion into a truly unparalleled experience. The bar of expectations from both consumer and B2B customers has never been higher.

Personalization 105

Personalization B2B Self service Contact Center 105

Cincom

JANUARY 30, 2025

78% of customers expect more personalization in interactions than ever before. As we look forward to 2025 and beyond, the expectation for a hyper-personalized and seamless experience will only intensify: consequently, now is the time for you to focus on what matters the most customer experience. What are Customer Engagement Platforms?

Personalization 40

Personalization CRM Analytics Chatbots 40

ShepHyken

JANUARY 6, 2017

I am reading articles every week about AI and find it’s impact fascinating. In CX and CRM, however, we benefit from machine learning algorithms and robotics because software can access and traverse massive data sources and find patterns we’ll never see. Shep Hyken. Machine intelligence can’t match the human brain. Data is a cost.

Customer Experience 225

Customer Experience Telecommunications Banking Technology 225

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support.

Chatbots 59

Chatbots CRM Personalization Analytics 59

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. PCA utilizes historical data from a CRM to guess the likelihood of future events. This makes it easier to access and allows personalized content to a heightened degree. Personalizing Content.

Analytics 168

Analytics Upselling Banking CRM 168

TeleDirect

APRIL 23, 2025

Why Insurance Companies Need Specialized Call Center Services for Policyholder Support Why Insurance Companies Need Specialized Call Center Services for Policyholder Support stems from the growing demand for responsive, knowledgeable, and personalized interactions.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

NobelBiz

NOVEMBER 5, 2024

Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

ShepHyken

JULY 8, 2022

Hospitals can integrate CRM to monitor patients and appointments. With daily reports of data breaches, today’s consumers are more concerned about the security of their personal information than ever before. Recently, information such as phone numbers and email addresses has become more personalized.

Omni-channel support 180

Omni-channel support Customer Service Multichannel Interactive Voice Response 180

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. They work much like a messaging app in that a person types a question and the software goes to work to answer it. A chatbot has limitations like all technology does.

Chatbots 386

Chatbots Customer Service voip Best practices 386

CSM Magazine

NOVEMBER 26, 2024

Online Mortgage Applications Gone are the days of in-person meetings and stacks of paperwork. AI-driven chatbots can also learn from past interactions to provide more personalized and relevant information over time. Here’s how technology is revolutionizing customer service in the mortgage industry.

Technology 52

Technology Customer Service Real estate Chatbots 52

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. To achieve this, organizations must deliver support that is fast, convenient, and now more than ever – personalized.

Personalization 92

Personalization Customer Service Surveys Advertising 92

Wowdesk Blog

FEBRUARY 4, 2025

This software helps automate tasks, centralize data, and optimize communication, allowing businesses to resolve issues faster, personalize customer interactions, and reduce costs. Real-Life Example: Zappos, an online retailer, uses customer support software to provide 24/7 personalized assistance. What is Customer Support Software?

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

CSM Magazine

JANUARY 3, 2025

This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies. ChatGPT can be customized to fit specific business needs, offering personalized support and seamless integration with existing platforms.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys. Your business can craft a clear customer profile and offer personalized interactions.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. The feedback should be summarized using a simple tool or added to an area in your Customer Relationship Management (CRM) system. Informal Feedback.

Surveys 195

Surveys Construction CCNG Feedback 195

NobelBiz

DECEMBER 10, 2024

Integration Capabilities: Seamlessly connect with CRM platforms, payment gateways, and analytics systems for a cohesive operational framework. Related Article How To Build an Exceptional Customer Support Service For Your Business? Human agents can focus on complex, high-value cases, maximizing productivity and improving efficiency.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52