ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers? The answer is simple but often overlooked: Focus on delivering five-star customer service.

Technology 275

Technology Customer Service Personalization Chatbots 275

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.

Chatbots 168

Chatbots Contact Center Self service Customer Experience 168

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. As humans, we are prone to making mistakes.

Customer Service 413

Customer Service Chatbots Interactive Voice Response Customer Support 413

ROI CX Solutions

APRIL 29, 2025

AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries. From chatbots that instantly handle inquiries to advanced analytics that forecast customer needs, AI is unlocking new levels of efficiency, personalization, and satisfaction.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

TeleDirect

MARCH 13, 2025

A Comprehensive Guide to Customer Support Solutions What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions provides an in-depth look at how call centers function, the services they offer, and how businesses can benefit from outsourcing these services. What Are Call Center Services?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Modern customers want real-time interactions that are personalized and consistent.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

JANUARY 6, 2021

Companies were forced to adopt technologies that they would have used eventually, but not for three to five more years. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers. COVID-19 pushed us into the future.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

ShepHyken

NOVEMBER 8, 2016

Roy Atkinson on Amazing Technology and. Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.

Chatbots 302

Chatbots Self service Technology Customer Support 302

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 190

Customer Support Self service Journey mapping Wait times 190

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

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 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

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 340

Customer Experience Call center experience Chatbots Self service 340

ShepHyken

JANUARY 19, 2021

Concierge-Like Experiences Using Smarter Technology. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Technology is now at the point where you can deliver what customers want, immediately when they want it. 5-Star CX of the Future.

Chatbots 223

Chatbots Self service Technology Personalization 223

ShepHyken

JULY 4, 2018

Technology is great… until it’s not. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. If a customer needs support, a chatbot may not have all the answers. For example, I may call to talk to a support rep. You are on a website.

Chatbots 265

Chatbots Customer Support Customer Service Technology 265

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

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. What is wallet share?

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

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

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 241

Customer centricity Chatbots Self service Feedback 241

Fonolo

FEBRUARY 4, 2021

It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing. Call-back technology. Guide to Contact Center Technologies .

outsourcing 154

outsourcing Contact Center Technology Interactive Voice Response 154

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?… And it allows you to optimize the flow of customers from your website to phone lines.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

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

OCTOBER 22, 2024

Small and medium-sized enterprises (SMEs) are increasingly turning to tools like Salesforce for SME to streamline their operations and improve customer interactions. Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level.

Technology 52

Technology Customer Experience Chatbots CRM 52

TeleDirect

JANUARY 20, 2025

The Future of Call Centers: Trends and Predictions for 2025 and Beyond As we navigate through 2025, the future of call centers in the US stands at the forefront of a technological and operational revolution. 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

CSM Magazine

DECEMBER 17, 2024

Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers. It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty.

Customer Support 52

Customer Support Customer retention Banking outsourcing 52

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 230

Chatbots Personalization Customer Support Technology 230

AWS Machine Learning

NOVEMBER 22, 2024

“The mandate of the Thomson Reuters Enterprise AI Platform is to enable our subject-matter experts, engineers, and AI researchers to co-create Gen-AI capabilities that bring cutting-edge, trusted technology in the hands of our customers and shape the way professionals work. Inline validation status of nodes in the visual builder.

APIs 125

APIs Chatbots Enterprise Customer centricity 125

ShepHyken

MAY 12, 2019

Counter-intuitive as that may seem, the author is making the case that companies who deliver poor customer service are “most profitable.” Chatbots vs. Humans: The Better Option for Customer Service by Michael. FreshDesk) Chatbots are going head-to-head with human customer service.

Customer Service 249

Customer Service Chatbots Customer retention Marketing 249

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

ShepHyken

AUGUST 25, 2024

But, as with most technological improvements – there are pitfalls. This article shares the concerns you should consider when putting technology between your customer and a live support agent. This one focuses on chatbots and their use in customer support. How can companies solve this dilemma?

Customer Service 223

Customer Service Customer centricity Chatbots Self service 223

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. Do Customers Trust Your Tech?

Customer Service 264

Customer Service Chatbots Engineering Analytics 264

CSM Magazine

FEBRUARY 6, 2025

Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business. Why AI-Powered Co-Pilots Are Game-Changing AI co-pilots bridge the gap between human customer service and cutting-edge technology.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

Chatbots 126

Chatbots APIs Surveys Analytics 126

Contact Center Pipeline

OCTOBER 20, 2021

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

Chatbots 262

Chatbots Sales Customer Support Technology 262