ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 270

Customer Support Customer effort Self service Metrics 270

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.

Customer Service 207

Customer Service Airlines Self service CRM 207

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! The benefits are numerous.

Customer Service 207

Customer Service Customer centricity Chatbots Self service 207

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?

Customer Service 136

Customer Service Self service Surveys Scripts 136

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 my top five picks from last week.

Customer Service 207

Customer Service Self service Chatbots CRM 207

ShepHyken

JANUARY 20, 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. Customer Effort Score or Customer Satisfaction? How to Run a Customer Loyalty Program by ThriveHive.

Customer Service 233

Customer Service B2C Entertainment Customer effort 233

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

NOVEMBER 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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu.

Customer Service 224

Customer Service Customer centricity Self service Customer Care 224

ShepHyken

JUNE 13, 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. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. Here are my top five picks from last week.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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. Currently, 46.2%

Chatbots 163

Chatbots Contact Center Self service Customer Experience 163

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

MARCH 1, 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. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray.

Journey mapping 207

Journey mapping Customer Service Customer centricity Self service 207

ShepHyken

AUGUST 8, 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. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience.

Customer Service 200

Customer Service Self service Call Center Customer Support 200

ShepHyken

NOVEMBER 6, 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. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.”

Customer Service 173

Customer Service Self service Surveys Contact Center 173

ShepHyken

JULY 20, 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. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. by Niraj Ranjan.

Customer Service 155

Customer Service Self service Customer retention Surveys 155

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Some companies are automating their customer service process, which includes self-service channels.

Self service 409

Self service Consulting Consulting Surveys 409

ShepHyken

FEBRUARY 12, 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. If you don’t understand how they think about purchases and support, it’s time to learn.

Customer Service 173

Customer Service Self service Personalization Customer retention 173

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 172

Customer Support Customer effort Self service Metrics 172

ShepHyken

MAY 30, 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. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 34

Customer Service Customer retention Wait times Self service 34

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. All communication must, instead, take place digitally––even self-service. It has a lot to do in the B2B landscape as well as it connects business with customers in the era of social distancing. Actionable Steps for Reset.

B2B 376

B2B Journey mapping B2C Telecommunications 376

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

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.

Customer Service 287

Customer Service Self service Metrics Average Handle Time 287

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. Strategies. Burger King Does.

Customer Service 365

Customer Service Chatbots Education Feedback 365

ShepHyken

MARCH 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. Testimonials and customer reviews are powerful.

Customer Service 171

Customer Service Customer retention Self service Engineering 171

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 210

Self service B2B SaaS Enterprise 210

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

ShepHyken

DECEMBER 26, 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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Customer Experience Personalization 163

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

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 161

Customer Service Benchmark Customer Care Finance 161

TeamSupport

SEPTEMBER 8, 2022

You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe. Self-service is the DIY of the digital epoch. Self-service checklist.

Self service 98

Self service B2B Customer centricity Customer Support 98

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues.

Customer Service 253

Customer Service Self service Customer Support Scripts 253

Customer Service Life

MAY 11, 2022

This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. Understanding the Key Metrics for Self-Service. Source: Pixabay.

Self service 104

Self service Chatbots Metrics Surveys 104

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 Comment : Some customers aren’t worth doing business with! And the customer is NOT always right ! Yes, I said that.

Customer Service 154

Customer Service Advertising Chatbots Self service 154

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. I asked the salesperson how easy it is to get customer support. This article is about that – and more.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

ProProfs Blog

SEPTEMBER 18, 2017

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is the key to have your customers coming back for more and improving your overall business.

Customer Support 148

Customer Support Self service Morale Banking 148

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Firms today should focus on providing top-notch service.

Chief Customer Officer 284

Chief Customer Officer Call Center Consulting Consulting 284

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