CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. The Growing Need for AI in Customer Support 1.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

Inbenta

NOVEMBER 1, 2018

Inbenta is a leader in natural language processing and artificial intelligence for customer support, e-commerce and conversational chatbots, providing an easy-to-deploy solution that improves customer satisfaction, reduces support costs, and increases revenue. The post Case Study: Machine Learning vs.

Chatbots 84

Chatbots Advertising Customer Support Marketing 84

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. He shared a case study that I’ve often thought about and even referenced in my articles and videos. It was noticed.

Customer Service 306

Customer Service Consulting Consulting Surveys 306

TeleDirect

JANUARY 30, 2025

Limited Access to Specialized Talent Many businesses lack the expertise required for specialized functions, including customer support, technical assistance, and back-office tasks. Technology Infrastructure: Prioritize call centers that utilize AI, CRM software, and omnichannel support. Secure Data Handling and Compliance U.S.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

24-7 InTouch

NOVEMBER 10, 2023

Discover how a leading global consumer electronics brand transformed its customer support strategy for non-English languages in the Europe, Middle East, and African regions. Join us in exploring the impactful journey that redefined customer support and marked a significant milestone in the brand’s digital transformation.

CRM 52

CRM Customer Support Technology Customer Service 52

ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding. The Millennial Workforce Does Not Tolerate Bad EX by Mary Drumond.

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

Working Solutions

SEPTEMBER 3, 2024

In the digital age, many companies are shifting to online communication as their main customer support channel. While this streamlines operations and cuts costs, eliminating phone support can deeply affect customer relations and business performance. In November 2022, the airline removed its […]

Airlines 52

Airlines Customer Service Customer Support Customer Experience 52

ShepHyken

FEBRUARY 3, 2020

” Add Enchantment To Your Customers’ Experiences by Chip Bell. Forbes) The Craddock Terry Hotel is a case study in customer experience whimsy. My Comment: Here’s an interesting concept in customer experience: enchantment. 5 Reasons to Invest Now in Customer Experience by Andrew Neff.

Customer Service 241

Customer Service Entertainment Technology Customer Experience 241

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

TeleDirect

DECEMBER 22, 2024

How Teledirect Helps: We leverage cutting-edge technology to deliver seamless customer support, including real-time reporting. Our robust systems enhance call routing, agent performance, and customer satisfaction. 24/7 support ensures customers receive assistance, even during unexpected events.

outsourcing 62

outsourcing Call Center Healthcare Best practices 62

Momentum Telecom

OCTOBER 23, 2024

Previously, Scott J Salons was dissatisfied with its internet and voice provider, which lacked adequate training and support during challenges. They needed a partner who could deliver not just best-in-class solutions but also exceptional customer support.

Consulting 52

Consulting Consulting Customer Support Customer Experience 52

24-7 InTouch

NOVEMBER 29, 2023

IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety.

Customer Support 52

Customer Support Customer Experience 52

TeleDirect

MARCH 13, 2025

Encourage Problem-Solving and Critical Thinking Train agents to think independently and confidently when resolving customer issues. Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

JANUARY 16, 2017

The way employees (internal customers) are treated and respected has a direct impact on their job satisfaction, how they engage with each other and how they engage with the customer. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 228

Customer Service Customer retention B2C Contact Center 228

ShepHyken

DECEMBER 4, 2020

Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements. Customer Experience Roadmap Case Study. Let’s put this in practice.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

Global Response

DECEMBER 9, 2024

Finding the ideal outsourcing call center partner can help you scale for seasonal trends, plan for required support, train agents, and monitor and evaluate real-time performance. Meeting the challenges of seasonal business demands Understanding seasonal demand is the first step in preparing to meet the needs of customer support.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. Conclusion In conclusion, Intact Financial Corporation’s implementation of the CQ, powered by AWS AI services has revolutionized their customer service approach.

Customer Service 88

Customer Service Scripts Coaching Finance 88

TeleDirect

DECEMBER 20, 2024

What type of customer interactions does the call center handle? Different call centers specialize in various services, such as inbound customer support , outbound follow-ups , or technical assistance. Look for testimonials, case studies, or industry recognition. Understanding their expertise is essential.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Beyond Philosophy

MAY 10, 2016

Earlier video campaigns like ‘TD Thanks You’, where ATMs gave customers personalized gifts, and received over 20 million views, began this ‘out of the box’ approach, absolutely unique in the retail banking world. It was one of the most successful marketing programs of 2014: https://www.thinkwithgoogle.com/case-studies/td-thanks-you.html.

Marketing 186

Marketing Banking B2C Consulting 186

ShepHyken

JUNE 10, 2016

At the beginning we did lots of interviews with other customer experience experts to learn more. But as we turned to myriad of resources and whitepapers for answers, we eventually found out that some of best customer service practices we’ve read were in fact from case studies in hospitality industries.

Best practices 204

Best practices Customer Service SaaS Education 204

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Certifications and Courses For businesses offering complex services, structured programs that certify customers in using your products can instill expertise while building credibility in your brand.

Education 52

Education Upselling SaaS Self service 52

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. Programs like ChatGPT have the potential to drive innovation in customer experience by creating new ways of engaging with customers and solving their problems.

Contact Center 195

Contact Center Chatbots Education Technology 195

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ProProfs Blog

JANUARY 28, 2021

How to Ask for Testimonials from Your Customers. Follow Up After a Good Customer Support Service. Where to Feature Customer Testimonials to Get More Sales. Publish Blog Posts and Case Studies. Harness the Power of Customer Testimonials. Follow Up After A Good Customer Support Service.

Feedback 148

Feedback Surveys Customer Support Sales 148

JivoChat

JULY 26, 2023

In today’s fast-paced business environment, exceptional customer support is a must as businesses adjust to rising client demands. The evolution of customer support tools from traditional systems to cutting-edge AI-driven solutions has been transformative, enhancing proactive and seamless support experiences.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

Callminer

FEBRUARY 23, 2021

. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal. Remote working arrangements will continue to be adopted.

Call Center 376

Call Center Technology Banking Contact Center 376

TeleDirect

DECEMBER 23, 2024

Customer Support : Handling inquiries, complaints, and general assistance. Technical Support : Providing troubleshooting assistance for products or services. Lead Qualification : Identifying and qualifying potential customers. Help Desk Support : Assisting with software or hardware issues.

outsourcing 62

outsourcing Call Center CRM Technical Support 62

Beyond Philosophy

NOVEMBER 28, 2017

From my blog covering what Metro does to distinguish its banking experience: “…what further distinguishes Metro are some of the little touches – free lollipops on the counter for the kids, and water bowls for customers’ dogs. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense.

B2C 207

B2C Banking B2B Customer advocacy 207

Nicereply

DECEMBER 17, 2024

Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending. Customer support teams that turn already frustrating situations into day-ruining ordeals are likely to lose customers to ones capable of efficiently resolving issues.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ShepHyken

NOVEMBER 28, 2022

My Comment: A frictionless experience is not only for customers. This article is a case study of how Murphy Door created a digital support experience using BILT, a customer service solution that delivers 3D interactive instructions and tutorials that give customers the information they need and reduces overall customer support costs.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

CSM Magazine

MARCH 5, 2025

According to Global Response , the customer support outsourcing industry, part of the broader Business Process Outsourcing (BPO) market, is currently valued at approximately $307 billion. An outsourcing partner familiar with your industry is more likely to understand your customers’ challenges and expectations. Absolutely.

outsourcing 52

outsourcing Customer Service Business Process Outsourcing Chatbots 52

ShepHyken

JANUARY 7, 2024

The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. This is a taste of what they do to create a better customer, guest, and fan experience. AI VS HUMAN: The Future of Customer Service in 2024 by Hiver (Hiver) Artificial Intelligence (AI) has rapidly evolved in recent years.

Customer Service 186

Customer Service Contact Center Customer centricity Banking 186

Outsource Consultants

FEBRUARY 9, 2025

Bilingual customer support isnt just a nice-to-haveits a necessity for businesses targeting both English and Spanish-speaking markets. This post breaks down why Mexico is the ideal destination for businesses looking to enhance customer experience while optimizing costs. Thats where Mexicos nearshore call centers shine.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67