ShepHyken

AUGUST 5, 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 caught my eye when I first started reading this article was it promised three small “aspects” or ideas.

Customer Service 270

Customer Service Self service CRM Multichannel 270

ShepHyken

JULY 12, 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 Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Pun intended!) That’s not good or bad.

Customer Service 324

Customer Service Entertainment Coaching Self service 324

ShepHyken

APRIL 5, 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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are my top five picks from last week.

Customer Service 314

Customer Service Contact Center Self service Customer Experience 314

ShepHyken

DECEMBER 7, 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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. This article should spark some ideas.

Customer Service 287

Customer Service Self service Consulting Consulting 287

ShepHyken

MARCH 11, 2025

About 10 years ago, I wrote a Forbes.com article when I learned that tucked away in the British Museum is an ancient complaint that dates back to 1750 B.C. AI has become the topic of the day, and the strides made in automation and self-service have come a long way.

Customer Service 207

Customer Service Chatbots Self service Technology 207

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. This article explains how they work for both sides of the equationthe business and the customer. What Are Self-Service Portals? What Are Self-Service Portals?

Self service 52

Self service Best practices Wait times Feedback 52

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. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 207

Customer Service Airlines Self service CRM 207

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

NOVEMBER 1, 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: Just after Halloween, this is the perfect article. My Comment: I really liked this article.

Customer Service 267

Customer Service Customer Support Self service Customer Experience 267

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. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 207

Customer Service Customer centricity Chatbots Self service 207

ShepHyken

SEPTEMBER 11, 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. A perfect way to open a discussion about some very important customer service topics. Here are my top five picks from last week.

Customer Service 207

Customer Service Self service Customer Care Technology 207

ShepHyken

AUGUST 11, 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 tells the story and shares the lessons any company can use in the face of a CX crisis. But there’s more. Only 18% said, “Yes.”

Customer Service 207

Customer Service Self service Airlines Government 207

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 249

Customer Service B2B Chatbots Self service 249

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. Relate by Zendesk) Customer service is weird.

Customer Service 136

Customer Service Self service Surveys Scripts 136

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. CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 233

Customer Service B2C Entertainment Customer effort 233

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! My Comment: Don’t let the article fool you.

Customer Service 224

Customer Service Customer centricity Self service Customer Care 224

ShepHyken

SEPTEMBER 8, 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. 48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc.,

Customer Service 207

Customer Service Self service Marketing Personalization 207

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

AWS Machine Learning

JANUARY 21, 2025

With its robust capabilities for ticketing, knowledge management, human resources (HR) services, and more, ServiceNow is already powering many enterprise service desks. Download knowledge articles You need access to ServiceNow knowledge articles. Download a sample article. Next you need to sync the data source.

Self service 86

Self service Best practices Accountability Government 86

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 224

Customer Service Chatbots Self service Customer Experience 224

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. Content generation for customer self-service, with 51.7% Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans Currently, 46.2% The top use case?

Chatbots 163

Chatbots Contact Center Self service Customer Experience 163

ShepHyken

APRIL 22, 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 short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important.

Customer Service 207

Customer Service B2B B2C Advertising 207

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 200

Customer Service Chatbots Morale Self service 200

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

APRIL 22, 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. Why Anxious Customers Prefer Human Customer Service by Michelle A. Here are my top five picks from last week. Shell and Ryan W.

Customer Service 197

Customer Service Employee engagement Self service Surveys 197

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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 173

Customer Service Self service Surveys Contact Center 173

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. My Comment: I’ve featured journey-mapping articles in this weekly round-up in the past. Some good reminders here.

Journey mapping 207

Journey mapping Customer Service Customer centricity Self service 207

ShepHyken

MARCH 10, 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 start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem.

Customer Service 200

Customer Service Airlines Self service Customer Experience 200

ShepHyken

APRIL 30, 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 excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX.

Customer Service 207

Customer Service Personalization Self service Metrics 207

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. This article is an excellent look at how the future of customer service became today’s way of doing business.

Customer Service 155

Customer Service Self service Customer retention Surveys 155

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 179

Customer Service Advertising B2C Big data 179

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self service 125

Self service Best practices Analytics Customer Service 125

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. Some companies are automating their customer service process, which includes self-service channels. This research came from OnePoll on behalf of DaySmart Software. What does that mean for you?

Self service 409

Self service Consulting Consulting Surveys 409

Myra Golden Media

JULY 11, 2019

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. In this article, I’m going to show you how to spot when it’s time for you to step up, and help a customer use self-service, much like the airport employee did for me.

Self service 159

Self service Airlines Customer Experience Customer Service 159

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. This article shares some great insights and findings. Our customer service and CX research confirm this.

Customer Service 173

Customer Service Self service Personalization Customer retention 173

ShepHyken

OCTOBER 11, 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. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. My Comment: Is customer service getting better? Same for CX.

Customer Service 186

Customer Service First call resolution Self service Customer Experience 186

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 171

Customer Service Chatbots Customer Care Self service 171