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

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?

Customer Experience 209

Customer Experience Self service Banking Wait times 209

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 229

Contact Center Brand ambassadors Self service Upselling 229

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. consumers said they have stopped doing business with companies that blow it with Customer service.

Customer Service 379

Customer Service Multichannel Self service CRM 379

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions.

Personalization 245

Personalization Self service Chatbots Customer Support 245

ShepHyken

JUNE 19, 2019

Memory: I’m always frustrated when I call a customer support number that I’ve called in the past and have to retell my story. Same goes for when I’m transferred to another person. Employees should be armed with information about the customer’s past calls, purchases, and any other interaction they have had with the company.

Customer Service 332

Customer Service Self service CRM Customer Support 332

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Customer Service 380

Customer Service Chatbots Accountability Self service 380

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 342

Customer Service Self service Feedback Management 342

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. And, in the end the customer is happy.

Customer Service 301

Customer Service Self service Personalization Technology 301

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. of all sales.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

MAY 1, 2019

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. When you need support, there are good self-service options.

Customer Service 317

Customer Service Advertising Self service Customer Experience 317

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. The customer expects more than ever. A business must keep up with the times.

Customer Service 292

Customer Service Self service Personalization Technology 292

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 336

Customer Service Advertising B2B Chatbots 336

Zappix

DECEMBER 4, 2024

With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season merry for customers and manageable for businesses.

Self service 52

Self service Customer Service Chatbots Sales 52

Win the Customer

JANUARY 9, 2025

In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. AI plays a crucial role in enabling effective customer self-service.

Self service 59

Self service Chatbots Personalization Analytics 59

CCNG

APRIL 3, 2025

As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. source: youtube.com.

Personalization 167

Personalization Customer Service Self service Feedback 167

CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves.

Self service 195

Self service CCNG Chatbots B2B 195

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

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace.

Self service 52

Self service Best practices Wait times Feedback 52

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Compare that with 10-15 hours of screen time! Get creative!

Customer Service 261

Customer Service Self service Customer Support Scripts 261

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Well, consider this a refresher.

Customer Service 274

Customer Service Customer Support Self service Customer Experience 274

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Here are my top five picks from last week.

Customer Service 216

Customer Service Customer centricity Chatbots Self service 216

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Customer Service 216

Customer Service Self service Airlines Government 216

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. In certain cases, they even demand it.

Self service 240

Self service Technology Contact Center Customer Service 240

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. Customers are becoming impatient.

Chatbots 430

Chatbots Surveys Self service Personalization 430

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Just be careful you don’t lose the personality of your company. Many customers want and need to have an interaction with employees.

Self service 414

Self service Consulting Consulting Surveys 414

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. In our personal lives, Valentine’s Day is our opportunity to express love and appreciation to the people you care about.

Customer Service 257

Customer Service B2B Chatbots Self service 257

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 263

Customer Service B2B Customer centricity SaaS 263