ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.

Customer Service 169

Customer Service Chatbots Self service Customer Care 169

TechSee

AUGUST 6, 2020

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 166

Customer Service Benchmark Customer Care Finance 166

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

ShepHyken

MAY 29, 2017

United Continental: What Customer Service Scandal? Barron’s) Shares of United Continental have rallied since video of a passenger being dragged off one of its flights made the rounds. Social customer care is a viable customer support channel that every company should be considering, if they haven’t already done so.

Airlines 257

Airlines Customer Service Chatbots Customer Care 257

ShepHyken

AUGUST 7, 2017

They are becoming more and more important in customer support and marketing. They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!).

Customer Service 153

Customer Service Chatbots Customer Care B2B 153

Myra Golden Media

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Anna Hoang, Customer Support Specialist I, Vertafore. (with a focus on de-escalation).

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Noble Systems

JULY 15, 2019

Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Then we’ll cover why you should care. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

Hodusoft

NOVEMBER 19, 2020

It allows customers to easily interact with a customer care agent or account manager, without stepping their foot in the bank. A video chat contact center software can bring further improvements in online banking systems. Thus, implementing live chat with video chat in banks has plentiful benefits.

Contact center software 52

Contact center software Banking Contact Center contact center solutions 52

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Anna Hoang, Customer Support Specialist I, Vertafore. “ (with a focus on de-escalation).

Coaching 156

Coaching Customer Support Call Center Customer Care 156

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. With computer vision, marketers can personalize the customer journey like never before and optimize their campaigns. Computer Vision in Customer Service.

CRM 164

CRM Personalization Self service Sales 164

TechSee

MAY 28, 2019

He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number. He calls, waits on hold for a few minutes and then a Customer Service agent walks him through the steps until he has the system programmed exactly as he wants it. Now that’s true success! Computer Vision AI.

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

ShepHyken

MARCH 17, 2017

Applied to the world of customer service, that means today’s connected consumers want a smart, responsive service experience – and that makes all the difference when it comes to both satisfaction and loyalty.

Customer Service 238

Customer Service B2B Chatbots Personalization 238

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Customer Support 51

Customer Support Best practices Technical Support B2B 51

ProProfs Blog

MARCH 13, 2020

Marketing strategy experts are putting up efforts to keep up with the rising customer demands every day. Omnichannel platforms allow companies to engage with their customers in real-time through instant chats, video chats, and even by screen sharing and co-browsing. Customers will never have to reiterate their issues. .

Multichannel 165

Multichannel Customer centricity Enterprise Sales 165

CSM Magazine

SEPTEMBER 16, 2022

For customer care teams, a new McKinsey report paints a stark reality. With app-free visual support software, agents can efficiently diagnose customer concerns at scale. Calls like these don’t generate more revenue – they take time away from other customers. Here, app-free visual support tech can help.

Customer Support 52

Customer Support Telecommunications Engineering Customer Care 52

REVE Chat Blog

JUNE 17, 2020

Hence, online customer service is a vital part of the customer experience. It comprises the specific touchpoints across the journey when customers request and receive assistance. . Deliver prompt customer support, reducing friction, and addressing customer concerns in real time boost customer satisfaction.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

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. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TechSee

FEBRUARY 20, 2018

Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. Rising customer expectations: With service becoming a primary battleground for winning customers, consumers have come to expect fast service 24/7/365.

Virtual Agent 132

Virtual Agent Self service Contact Center Technical Support 132

TechSee

MAY 29, 2018

The following article is the introduction to our contact center KPIs on visual support series. Video is becoming increasingly entrenched in daily life. Businesses in all categories seek solutions for enhanced video engagement with customers. One example is the explosion of product unboxing videos.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

aircall

DECEMBER 1, 2022

The customer support landscape is far from what it was several years ago. Where once the expectation was limited availability, phone-based service with long wait times, it is now a multi-channel, always-on, fast-response support machine. But how can businesses use WhatsApp for customer support? What is WhatsApp?

APIs 117

APIs Wait times Customer Support Chatbots 117

CSM Magazine

JUNE 11, 2021

Social networks are becoming popular for customer support because it offers free and practical tools that allow you: Manage your customer base without having to go through third-party services. How Can Social Media be Used for Customer Support? When can add: photos, GIFs, videos, pictures, stickers, etc.

Customer Support 52

Customer Support Management Chatbots Accountability 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

bold360 Blog

AUGUST 27, 2020

“The bot and live chat really helped relieve the call center [as it transitioned to WFH and] as customer demand spiked,” she said. For Lisa Maland, Director of Customer Care, LogMeIn, the early days of the pandemic were equally chaotic, especially her efforts to transition a 300-employee call center in Guatemala to a remote/WFH support team.

Customer Support 52

Customer Support Chatbots Transportation Self service 52

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. We can provide outsourced answering services to assist with your customer service requirements. It is crucial to maintain delighted and happy consumers.

outsourcing 75

outsourcing Customer Service Customer Care Self service 75

HGS

MAY 27, 2015

There is now a growing trend of contact centers supporting complex services outside the realm of what constitutes traditional customer service. I believe this will be a valuable differentiator for customer experience management specialists in the future. Training, Training, and More Training.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

ProProfs Blog

APRIL 24, 2019

It is daunting to delight customers after the sale has happened and offer them an exceptional service experience consistently. You need to simplify your customer support processes and in the blog, we discuss how. According to a HuffingtonPost report, 91% of customers who do not complain simply leave your business.

Customer Service 92

Customer Service Journey mapping Entertainment Customer Support 92

ShepHyken

APRIL 7, 2023

They anticipate a flawless experience with the services they are paying for. However, many challenges affect your support team’s productivity, translating into poor customer support. Customers can even sever their association with your brand or churn more frequently due to these internal inefficiencies.

Advertising 120

Advertising SaaS Multichannel Wait times 120

TechSee

JUNE 25, 2019

Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Customers signals – such as clicks, views and purchases – are translated into predictions that deliver value-added personalization before customers even request it. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Serenova

AUGUST 4, 2020

While many principles of call centers and contact centers are similar, modern contact centers manage customer inquiries and interactions using a variety of digital channels and applications, including phone, email, web-based chat/instant messaging, SMS/text and even real-time video. Inbound Call Center. Global Reach and Availability.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

SharpenCX

MARCH 17, 2020

To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, CustomerThink forecasts that as many as 70% of contact centers will move to the cloud in the next 12-24 months. Have a daily stand-up via video conference or through posting on a dashboard to discuss the items you want to accomplish today.

Call Center 90

Call Center Contact Center Contact center software Technology 90

CSM Magazine

JUNE 21, 2024

Customers may do this by staying in the WhatsApp discussion and moving smoothly through each step of the route. Provide Customer Support Instant customer service is considered a luxury for many small firms, especially those that specialise in leisure activities.

Marketing 52

Marketing APIs Best practices Customer Care 52

CSM Magazine

JANUARY 19, 2018

Additionally, among customers who ask a question or make a request through their carrier’s app, overall satisfaction is 845 when they think they are interacting with an actual person vs. 800 when they think the system is automated. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S. Study Rankings.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

Interaction Metrics

MARCH 27, 2025

Deliver Prompt, Empathetic Customer Support We’ve all had frustrating experiences with robotic customer support. Great customer support feels human: its fast, genuine, and personal. Their customers stick around because they dont want to lose access to the community.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

ChurnZero

DECEMBER 27, 2022

7/ In a downturn, focus on existing customers — not potential ones. Learn the retention strategies ChurnZero’s most resilient customers use—and how you can apply them too. 8/ How to make customer support your lead generation goldmine. 9/ Five tech-touch Customer Success tactics that ChurnZero makes easy.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Dialer 360

JULY 15, 2019

Social customer service is the performance of providing customer support through social media channels. Call center team can easily train to support the customer with the social circuit. Specialized workflow, training software read available to them resolve customer issues efficiently.

Customer Care 25

Customer Care Call Center Advertising Marketing 25

CSM Magazine

OCTOBER 29, 2024

The reliability of the platform extends beyond customer support; 1Win is known for its robust security infrastructure that prioritizes user data protection. This commitment to customer care and reliability bolsters 1Win’s standing as a trustworthy bookmaker choice among Nigerian users.

Entertainment 52

Entertainment Technical Support Accountability Banking 52