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 383

Chatbots Customer Service voip Best practices 383

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 378

Customer Service Chatbots Analytics Upselling 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

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 187

Customer Experience Customer Support Enterprise Scripts 187

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Learn how AI is transforming contact centers to drive cost savings.

Self service 64

Self service Chatbots Analytics Contact Center 64

ShepHyken

OCTOBER 22, 2018

Facebook Chatbots are the Next Big Thing in Marketing (+5 Chatbot Examples) by Devin Pickell. (G2 G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

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. . 5 brand examples of great customer service on social media . Self-service customer support is trending upwards.

Customer Service 338

Customer Service Advertising B2B Chatbots 338

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 115

Chatbots CRM Analytics Personalization 115

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

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Introduction: AI in CX. _.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. However, this doesnt mean chatbots are foolproof.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Outsource Consultants

OCTOBER 11, 2021

Instead of reaching for the phone, more and more customers are trusting live chat modules as their preferred customer support channel. Typically a combination of automation and live agent support, the channel has become wildly popular, with 73% of customers saying live chat is the most satisfactory way to engage with brands.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

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? What is Customer Service?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

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. A Complete Guide to Social Media Customer Service by Anna Bredava.

Customer Service 262

Customer Service Chatbots Engineering Analytics 262

ShepHyken

JANUARY 4, 2023

Some companies will make the mistake of cutting in areas their customers might notice – and that’s a mistake you want to avoid. . Customer Support Over the Phone Is Not Dead – The phone is still the most popular way for customers to contact a company with questions or problems. Follow on Twitter: @Hyken.

Customer Experience 360

Customer Experience Customer Service B2C Self service 360

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

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. She was digitally “hand-held” through the process, which included the chatbot.

Customer centricity 238

Customer centricity Chatbots Self service Feedback 238

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. You may also look for a change in company for your Customer Support Outsourcing services.

outsourcing 118

outsourcing Customer Support Multichannel Chatbots 118

ShepHyken

NOVEMBER 29, 2021

5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers.

Customer Service 232

Customer Service Chatbots B2C B2B 232

ShepHyken

JUNE 2, 2024

While you may not see anything new, I want to emphasize the third strategy, which is proactive customer service. Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems.

Customer Service 212

Customer Service Chatbots Metrics Consulting 212

ShepHyken

AUGUST 25, 2024

The Trouble with Great Chatbots by Dan Tynan (Freshworks) Customers love the support they get from most AI chatbots—until they find out they’re talking to a chatbot. This one focuses on chatbots and their use in customer support. How can companies solve this dilemma?

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. An effective Social Listening strategy can provide a significant business advantage to an ecommerce or brick-and-mortar business, and build a great brand.

Customer Service 43

Customer Service Chatbots Customer Care B2B 43

ShepHyken

DECEMBER 15, 2020

Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. The result is a more efficient—and delightful—customer experience.

Chatbots 226

Chatbots Personalization Customer Support Technology 226

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. Customers are used to it, and it’s not going away. Chatbots have an important role to play.

Multichannel 226

Multichannel Chatbots Self service CRM 226

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy.

Customer Service 308

Customer Service Chatbots Contact Center Metrics 308

ShepHyken

MARCH 5, 2018

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. What can cause “misery” for your front line support people? Customer Service Chatbots Help Reduce Product Returns by Lisa Kosan.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

JANUARY 11, 2023

You can’t have a consistent and predictable CX without an EX to support it. . Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. This makes everyone – both customers and employees – happier. .

Customer Experience 337

Customer Experience Call center experience Chatbots Self service 337

TeleDirect

JANUARY 20, 2025

Artificial Intelligence and Automation Artificial intelligence (AI) has transitioned from a supporting role to a central pillar in US-based call center operations. These centers now utilize AI-driven tools to manage routine inquiries through chatbots powered by natural language processing (NLP).

Call Center 118

Call Center Big data call center workforce Technical Support 118

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. What Are Chatbots Chatbots are a chat software tool that mimic human conversation to efficiently perform routine tasks. Where are you located?

Chatbots 98

Chatbots Customer Service Healthcare Banking 98

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. People are seeking support on social media more than ever. Chatbots will continue to grow in prevalence.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JUNE 26, 2020

Smart automation solutions like chatbots can help companies meet their clients’ needs online without having to hire extra workers, extending working hours, or raising salaries. Here are the top retail chatbot use cases during COVID-19: Ordering. Additionally, chatbots provide instant answers to multiple people at once.

Customer Service 252

Customer Service Chatbots Sales Management 252

ShepHyken

APRIL 2, 2021

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. Misconception #4: You can’t save your relationship with a customer after a negative experience. That number is up from 11.8%

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

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

Fonolo

DECEMBER 15, 2022

Below we’ll discuss some areas you can address when developing your call center improvement strategy. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The Executive Guide to Improving 6 Contact Center Metrics.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Outsource Consultants

FEBRUARY 25, 2025

They enhance customer experiences, streamline operations, and boost sales. Businesses that effectively use call center services often see significant improvements in customer satisfaction and revenue. Elevating Customer Support Call centers provide top-notch customer support, which is essential for ecommerce success.

Call Center 67

Call Center Sales outsourcing Technical Support 67

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. Customer service automation uses technology to handle common support tasks automatically.

Interactive Voice Response 62

Interactive Voice Response Customer Service Chatbots Customer Support 62

ShepHyken

JANUARY 7, 2019

” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. However, when it comes to customer experience, the best results will occur when machines and humans work together. Start by making customers central to your mission. My Comment: What drives growth in business?

Customer Service 266

Customer Service Chatbots Contact Center Call Center 266