ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . You’re not going to have answers to every question all the time.

Customer Experience 282

Customer Experience Technical Support Self service Best practices 282

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Leverage Your Data.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. We found a whopping 96.2%

Chatbots 430

Chatbots Surveys Self service Personalization 430

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. And number five is to “Create Self Help Portals.” Here are my top five picks from last week.

Customer Service 398

Customer Service Customer Support Surveys Self service 398

Beyond Philosophy

MAY 25, 2022

In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. People begin searching for new products and services online and will order new service online.

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences. In the U.S.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Creative Virtual

MARCH 31, 2022

Customer service and CX expert, Shep Hyken recently published his 2022 ACA Study: Achieving Customer Amazement – download a full copy of the report here – which explores the state of customer service and customer experience.

Self service 105

Self service Surveys Customer Support Customer Service 105

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. What is Customer Self Service?

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

3CLogic

MARCH 27, 2025

To improve citizen experience while reducing costs and complexity, many state and local agencies are prioritizing IT modernizations to streamline operations and enhance efficiency, ultimately serving more citizens faster and for less. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. A lot of organizations assume customers make rational buying decisions. Irrationality and data don’t mix.

Surveys 315

Surveys Self service Consulting Consulting 315

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Teaches customer service teams to provide world-class service quality by focusing on customer amazement.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

MARCH 25, 2022

He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Your brand’s name will eventually suffer if you don’t have a strong core team handling customer inquiries, keeping them pleased. Also, research says that brands with a great customer experience get them 5.7

Customer Experience 198

Customer Experience Employee engagement Customer centricity Chatbots 198

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken.

Self service 202

Self service APIs Surveys Analytics 202

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. Why is it Important?

SaaS 183

SaaS Customer Experience B2B Feedback 183

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

ShepHyken

FEBRUARY 7, 2017

But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. It may be the comments customers are typing on your website when they are canceling their service.

Surveys 238

Surveys outsourcing Feedback Self service 238

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Customer Service Life

MAY 11, 2022

For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. It works in both the embedded website chat widget and in the support form in the Help Center, using Natural Language Understanding to present relevant knowledge articles based on customer inquiries.

Self service 104

Self service Chatbots Metrics Surveys 104

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Coaching Surveys 196

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Shell and Ryan W.

Customer Service 201

Customer Service Employee engagement Self service Surveys 201

TechSee

JUNE 10, 2021

Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. custserv #cx #cctr Click To Tweet.

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Virtual Agent 97

Virtual Agent Self service Transportation Customer Experience 97

ShepHyken

AUGUST 12, 2022

She shares how you can reduce customer support tickets and enhance customer experience. The last thing you want in your business is to face an increased number of customer support tickets. . According to a survey, around 52% of customers are willing to pay more for a better customer experience. .

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Reduce misdirected calls that waste both customer and agent time.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Beyond Philosophy

FEBRUARY 16, 2022

Customer Science is the next big thing in Customer Experiences, and it is what you need to predict accurately how your customers are going to behave. I am fascinated by how Customer Science is already changing experiences for the better in the real world. Key Ideas to Improve your Customer Experience.

Self service 221

Self service Consulting Consulting Customer Experience 221