ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Here are five customer service trends to watch out for in 2021:? .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

GetFeedback

JUNE 29, 2020

Scale your hyper-personalized customer support program with the help of AI and chatbots.

Customer Support 179

Customer Support Chatbots Personalization 179

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. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 378

Chatbots Customer Service voip Best practices 378

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

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

MAY 1, 2018

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?.

Chatbots 241

Chatbots Customer Support Surveys Personalization 241

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

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 183

Customer Support Self service Journey mapping Wait times 183

ShepHyken

JULY 7, 2021

I remember the term customer experience being used as a fancy phrase to describe customer service. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.

Personalization 174

Personalization Customer Experience Chatbots Metrics 174

TMP Direct

DECEMBER 10, 2024

Artificial Intelligence (AI) is transforming customer support by enhancing efficiency and satisfaction. As we look ahead, AI’s role in customer interactions will become increasingly vital. This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. What is a Chatbot Platform?

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? engagement with the customer. This can be applied to marketing, sales, and customer support.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Comm100

JULY 3, 2024

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Unlike human agents, chatbots can offer consistent customer support 24/7 without breaks or downtime.

Chatbots 110

Chatbots CRM Analytics Personalization 110

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. How can technology be used to support customer experience?

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

JANUARY 19, 2021

They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the consumer 24/7/365 at a global scale.

Chatbots 213

Chatbots Self service Technology Personalization 213

TeleDirect

JANUARY 20, 2025

These centers now utilize AI-driven tools to manage routine inquiries through chatbots powered by natural language processing (NLP). Predictive Analytics takes this a step further by analyzing big data to anticipate customer needs, streamline workflows, and deliver personalized responses.

Call Center 118

Call Center Big data call center workforce Technical Support 118

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 333

Customer Service Advertising B2B Chatbots 333

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

DECEMBER 15, 2020

Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. Top Takeaways: Customer success and customer support are related, but different.

Chatbots 219

Chatbots Personalization Customer Support Technology 219

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

ShepHyken

OCTOBER 30, 2020

The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. 1 Voice Technology Helps Keep Things Personal. 2 Voice Technology Improves Accessibility.

Technology 267

Technology Customer Service Personalization Chatbots 267

ShepHyken

NOVEMBER 27, 2023

The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues. Generative AI and advanced search technologies can help build unique customer experiences. How does Artificial Intelligence enable personalization?

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… while easing the burden off your support agents. Click To Tweet. Bio-authentication.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

CSM Magazine

FEBRUARY 6, 2025

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business. They empower teams to improve on-the-job performance.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

ShepHyken

FEBRUARY 9, 2021

Creating the Most Convenient Experience in Customer Support. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Personalization has only grown more important throughout the COVID-19 pandemic. Welcome to the MEconomy.

Multichannel 219

Multichannel Chatbots Self service CRM 219

ShepHyken

APRIL 1, 2019

(ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. My Comment: Trust is a big part of the customer experience.

Customer Service 257

Customer Service Chatbots Engineering Analytics 257

ShepHyken

JULY 21, 2017

If he or she lacks any, they might not be the best choice for your customer support team. Before hiring a person, check the following two skills. Both of these elements are important, as grammatically incorrect texts can lead to various misunderstandings, making the communication with the customer harder.

Customer Support 234

Customer Support Chatbots Education Personalization 234

Global Response

DECEMBER 9, 2024

Read Time: 10 minutes Table of Contents Intro Automated customer service is reshaping how businesses handle customer support. Below, well dive into what automated customer service is and discuss how it can benefit your business. What is automated customer service?

Interactive Voice Response 62

Interactive Voice Response Customer Service Chatbots Customer Support 62

ShepHyken

JUNE 2, 2024

Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. While escalating complex issues to a higher tier can improve satisfaction, many chatbots lack robust escalation features.

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

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. ” – Customer Service Trends for 2021 , GlowTouch; Twitter: @GlowTouch. online shoppers. .

Call Center 376

Call Center Technology Banking Contact Center 376

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

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 97

Chatbots Self service Wait times Customer Service 97