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. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Follow on Twitter: @Hyken.

Customer Service 407

Customer Service Customer Support Surveys Self service 407

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. What is Automated Customer Service? .

Customer Service 414

Customer Service Chatbots Interactive Voice Response Customer Support 414

CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Whats the Confusion? Lets clear it up.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

TechSee

FEBRUARY 10, 2025

But in today’s world, your customers expect more. This is where AI-driven customer service experiences truly stand out. They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 308

Customer Service Employee engagement Customer Support Management 308

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 344

Customer Service B2B Journey mapping Chatbots 344

ShepHyken

FEBRUARY 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs?

Customer Experience 234

Customer Experience Customer Support Customer Service Technology 234

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 240

Contact Center Brand ambassadors Self service Upselling 240

AWS Machine Learning

JULY 3, 2024

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). In the following sections, we demonstrate how to create a knowledge base with guardrails.

APIs 135

APIs Banking Metrics Management 135

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Support can also come in the form of a practical knowledge base.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

TechSee

MARCH 11, 2025

AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The result?

Customer Service 109

Customer Service Education Self service CRM 109

HelpCrunch

MARCH 15, 2023

The life of a customer service representative isn’t always cakes and ale. In fact, this [ … ] The post Customer Service Knowledge Base: The Definition and Lifehacks for Building One appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

AWS Machine Learning

FEBRUARY 8, 2024

They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

APIs 141

APIs Scripts Enterprise Management 141

AWS Machine Learning

FEBRUARY 19, 2024

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages.

Chatbots 135

Chatbots APIs Engineering Enterprise 135

ShepHyken

JULY 3, 2020

He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. You can achieve that by providing the best customer service possible. Set Up a Knowledge Base.

Customer Service 238

Customer Service Multichannel CRM Advertising 238

AWS Machine Learning

JULY 1, 2024

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. You can simply connect QnAIntent to company knowledge sources and the bot can immediately handle questions using the allowed content. Choose Create knowledge base.

Self service 127

Self service Chatbots Accountability Finance 127

AWS Machine Learning

JUNE 20, 2024

Customer service organizations today face an immense opportunity. As customer expectations grow, brands have a chance to creatively apply new innovations to transform the customer experience. Create a knowledge base that will split your data into chunks and generate embeddings using the Amazon Titan Embeddings model.

APIs 120

APIs Self service Engineering Customer Experience 120

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 227

Customer Service Call Center Sales Marketing 227

AWS Machine Learning

NOVEMBER 22, 2024

Seamless integration of latest foundation models (FMs), Prompts, Agents, Knowledge Bases, Guardrails, and other AWS services. Flexibility to define the workflow based on your business logic. Knowledge base node : Apply guardrails to responses generated from your knowledge base.

APIs 124

APIs Chatbots Enterprise Customer centricity 124

CSM Magazine

APRIL 23, 2025

A multi-lingual interface allows engineers to write prompts in their native language and receive translated responses from any document the Instro AI Assistant has ingested regardless of the language, creating a truly global and context- sensitive knowledge base.

Engineering 52

Engineering Technical Support Feedback Management 52

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ROI CX Solutions

JANUARY 9, 2025

Read Time: 8 Minutes Table of contents Introduction Do you want to streamline your customer service operations but aren’t sure where to start? You’re about to discover 12 practical ways to automate your customer support. What is customer service automation? Ready to Streamline Your Support?

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

CSM Magazine

JANUARY 8, 2025

If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Why Do You Need a Customer Service Roadmap? 6 Key Steps to Building a Customer Service Roadmap 1. Start by defining your customer service philosophy.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 193

Customer Service Government Marketing Enterprise 193

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Shep Hyken is a customer service and experience expert,? Will AI take over customer service?

Real estate 380

Real estate Self service Customer Service Technology 380

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 175

Customer Service Chatbots Self service Customer Care 175

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Zappix

DECEMBER 11, 2024

In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Fewer unresolved cases equate to lower costs over time.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. These tools: Centralize all customer queries for easy management. Provide real-time communication via live chat, phone, or email.

Customer Service 52

Customer Service B2B Chatbots B2C 52

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Key Customer Service Skills for Handling Difficult Calls 1.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

ShepHyken

JULY 5, 2019

You do not need to talk on the phone, live chat, or email with a customer in order to provide good support. With self-service tools, like a knowledge base software , you can communicate answers to questions in a fast and more efficient manner – no human intervention required. Talk to customers in real-time.

Feedback 316

Feedback Self service Best practices Scripts 316

CSM Magazine

NOVEMBER 7, 2024

Customer service teams handle thousands of conversations that demand expertise beyond standard support skills. However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge.

Customer Service 52

Customer Service Finance Sales Marketing 52

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52