ShepHyken

DECEMBER 9, 2022

When a client or customer interacts with your business, the information given to them by an agent or self-service channel needs to align with their expectations. This seems obvious but let’s look at a financial services use case: . Reduced customer churn . Increased customer satisfaction .

Sales 314

Sales CRM Contact Center Customer retention 314

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

Customer Service 156

Customer Service Self service Customer retention Surveys 156

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Use Technology to Improve CX Modern 24/7 call centers leverage advanced technologies to enhance efficiency and customer experience. Provide self-service options for customers. This minimized downtime and increased customer retention by 30%. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

AUGUST 23, 2019

The following are some of the main advantages of an omnichannel experience: Customer Service for all users. Some customers will prefer to communicate with your company through online chat or email. Others will choose self-service alternatives like forums and FAQs. Customer retention.

Customer Service 285

Customer Service Customer retention Self service Sales 285

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. Much of this value derives from how your Customer Experience makes them feel.

Wireless 265

Wireless Self service Surveys Consulting 265

Talkdesk

OCTOBER 16, 2020

With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies. According to Harvard Business School , increasing customer retention rates by 5% increases profits by 25% to 95%.

Self service 83

Self service Metrics Customer retention Contact Center 83

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Prioritize VIP customers or urgent inquiries for faster resolution.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. Why You Should Invest in Social Customer Service by Kristina Koller.

Customer Service 149

Customer Service Self service Customer retention B2B 149

TechSee

JUNE 23, 2020

Al technologies are uniquely positioned to support companies as they create MX models because they have the ability to extract insights from multiple data sources — including unstructured text, voice calls, images, and video — and put them into contexts that generates actionable insights to improve customer interactions.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

ShepHyken

MAY 30, 2022

Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first. The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support.

Customer Service 34

Customer Service Customer retention Wait times Self service 34

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

TeleDirect

MARCH 14, 2025

Implement callback options to allow customers to receive assistance without staying on hold. Offer self-service options for quick solutions to common issues. Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Method:CRM

AUGUST 6, 2020

A strong customer retention rate is often the key to small business success. All of this makes knowing and improving your customer retention rate a pressing priority for small businesses. Now that we’ve covered the basics, let’s look at how Method:CRM can benefit your customer acquisition and retention strategy.

Customer retention 69

Customer retention CRM Sales Self service 69

ShepHyken

DECEMBER 10, 2021

Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? . Seamlessly onboard your subscribers.

Entertainment 213

Entertainment Airlines Personalization Self service 213

Zappix

MARCH 19, 2025

However, as technology has advanced, customer expectations have changed significantly. People demand fast, seamless, and convenient interactions across multiple touchpoints, including phone, email, chat, SMS, social media, and self-service portals. Unify Data Across Channels Implement a single customer view.

Multi-channel support 52

Multi-channel support Interactive Voice Response Self service Wait times 52

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 178

Customer Service Self service Personalization Customer retention 178

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Wowdesk Blog

FEBRUARY 4, 2025

Analytics & Reporting : Provides insights into customer interactions. Self-Service Portals : Allows customers to find answers independently. The Role of Customer Support in Modern Businesses Research shows that 96% of customers say customer service impacts their loyalty to a brand.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Key Support Channels: Live Phone Support : Ensures customers can speak directly with a human agent.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

ShepHyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch.

Customer Service 174

Customer Service Customer retention Self service Engineering 174

TechSee

MAY 19, 2021

Customers want to feel acknowledged and understood, especially when faced with a challenge. This is why emotional analytics features so prominently in many technological innovations designed to enhance customer retention. Deliver Convenience with Computer Vision-Powered Self-Service.

Technology 159

Technology Customer Service Technical Support Self service 159

ShepHyken

MAY 4, 2023

Customers who have their issues resolved during the first interaction with a customer service representative are likely to be more satisfied with the service they receive. This can increase customer retention and loyalty, which can benefit businesses.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

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. I love using video as a way to deliver a great self-service customer support solution.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

Call Center Weekly

JANUARY 8, 2018

Improving sales conversion and customer retention, preemptively addressing customer concerns and problems, thus deflecting calls.

Self service 13

Self service Customer retention Technology Sales 13

ShepHyken

OCTOBER 17, 2022

These new, high service expectations leave businesses scrambling to deliver ideal service experiences across multiple entry points in customer journeys and in digital channels like apps, chat and self-service. My Comment: I love the opening line of this article: “Who comes back for average customer experience?

Customer Service 34

Customer Service Surveys Chatbots Self service 34

CSM Magazine

MARCH 20, 2025

Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Determine Your Goal Defining the purpose of your call center is the first step.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

Fonolo

APRIL 22, 2021

Here are some other benefits linked with high FCR: Higher customer satisfaction. Better customer retention. To do this, you’ll need to focus on improving your customer experience and operational efficiency. Offer self-service channels. Higher agent satisfaction. Improved operational efficiency.

First call resolution 142

First call resolution Call Center Metrics Interactive Voice Response 142

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Add Improved Customer Self-Service to the Mix, Too Reduce call volumes and empower customers by providing robust self-service options.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

BlueOcean

MARCH 11, 2025

By understanding these patterns, we can implement proactive solutions whether that’s adjusting self-service options, modifying agent training, or recommending process changes. This shift from reactive to predictive engagement is transforming how we approach customer retention.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

CSM Magazine

MARCH 24, 2022

According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Nicereply

MAY 1, 2023

Asking for Support: The more support channels you offer, the better equipped your company will be to handle customer service queries quickly and efficiently. Chatbot technology allows businesses to provide 24/7 support for common issues and answer customer questions.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Wowdesk Blog

JANUARY 31, 2025

Enhanced Collaboration Teams work together effectively with shared visibility into customer issues, reducing redundancies. Improved Customer Retention 89% of customers switch brands after poor experiences. Streamlined communication retains more customers.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52