Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

ShepHyken

MAY 11, 2018

The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Articles: Would You Do That To Your Mother?

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

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. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. “The

Self service 187

Self service Chatbots Interactive Voice Response Personalization 187

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . CRM tools are increasingly incorporating social media into their customer support modules. Bots are probably the most versatile technology being used in modern customer service teams.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 83

Self service Contact Center Chatbots First call resolution 83

TeleDirect

DECEMBER 25, 2024

For this reason, 24/7 call centers have emerged as a vital component for businesses aiming to exceed customer expectations and stay competitive. This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. Provide self-service options for customers.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

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

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

Self service 105

Self service Surveys Customer Support Customer Service 105

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

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

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Overview of Customer Support Challenges Managing customer support without a dedicated system can be chaotic.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

bold360 Blog

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . In this blog post, we’ll focus on phase 4, optimizing your support strategy. How do self-service tools support optimization and improvement of customer support?

Customer Support 98

Customer Support Self service Wait times Education 98

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents.

Customer Support 121

Customer Support Management Feedback Self service 121

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. ProProfs offers its own live chat app that supports iOS and Android operating systems.

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System? Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

UJET

APRIL 1, 2020

The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but put customers at ease and give them peace of mind is more important than ever. Queue Customization.

Customer Support 100

Customer Support Wait times Interactive Voice Response voip 100

ProProfs Blog

DECEMBER 26, 2019

For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience. Every support team has to deal with two distinct types of customers B2B and B2C.

B2C 113

B2C B2B Customer Support Social media contact 113

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

CCNG

FEBRUARY 21, 2024

The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. In this blog, we will explore how GenAI can revolution service and support for your organization.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Wowdesk Blog

MAY 20, 2020

It is common for humans to make mistakes, but when you are a customer support agent, you ought to leave no room for errors. . A strong customer base is an essential part of the business, and poor customer service can greatly impact your company’s performance and image. . Not having a self-service system in place.

Customer Support 98

Customer Support Self service Customer Service Personalization 98

TeleDirect

MARCH 14, 2025

As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important. A lack of proper time zone management can lead to delays, missed opportunities, and customer dissatisfaction. This ensures that customer inquiries are handled promptly, no matter when they arise.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 79

Self service Contact Center Benchmark Chatbots 79

Comm100

FEBRUARY 6, 2023

For example, you can teach your customers how to save or build a good credit mix that matches what 90% of lenders in the market use to make credit decisions. Doing this sends a message that you value your customer. More self-service choices for the savvy clients Your customers are different.

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? So, how best to improve the customer experience, and then, the business outcomes? What is it?

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

TeleDirect

MARCH 14, 2025

A well-structured call center operation ensures seamless communication, efficient problem resolution, and customer satisfaction. By implementing best practices, businesses can improve their first-call resolution (FCR), reduce wait times, and enhance overall customer engagement. Q3: Why is agent training important in call centers?

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But right now, this is still best done in support of agents, who can make the final decision of what to say to the customer and how. It’s doable.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Ticket Volume. Ticket Backlog.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

ProProfs Blog

MAY 13, 2020

Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. But what is personalized customer service?

Personalization 167

Personalization Customer Service Self service Feedback 167

ViiBE Blog

AUGUST 31, 2020

In the realm of customer support, a new assistance model has emerged to fit the growing trends sparked during the pandemic. This more hands-on approach, while necessary, also led to multiple months during which the rate of customer service tickets steadily increased.

Customer Support 98

Customer Support Chatbots Self service Technology 98

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.

Customer Support 97

Customer Support Engineering Time management Self service 97