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

CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

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 206

Customer Experience Self service Banking Wait times 206

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers! .

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

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

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 225

Contact Center Brand ambassadors Self service Upselling 225

ShepHyken

JUNE 19, 2019

Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer. In this case, it’s empowering the customer to take control of their situation. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently.

Customer Service 332

Customer Service Self service CRM Customer Support 332

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 339

Customer Service Self service Feedback Management 339

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

APRIL 1, 2020

We were a self-service station, so our role was that of cashier more than anything else. He said, “Son, this is a self-service gas station. First, we all have two responsibilities: do the job we were hired to do and also take care of the customer. Second, a boss can kill the customer service buzz.

Customer Service 295

Customer Service Coaching Self service Management 295

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 377

Customer Service Chatbots Accountability Self service 377

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 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Seriously, it is a good look into what customers expect and want from the companies they do business with.

Customer Service 274

Customer Service Self service CRM Multichannel 274

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 331

Customer Service B2B Journey mapping Chatbots 331

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

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

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. Only by delivering amazing customer service. Decide What “Amazing Customer Service” Means. It includes: Standards.

Customer Service 371

Customer Service Chatbots Education Feedback 371

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 315

Customer Service Advertising Self service Customer Experience 315

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

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 330

Customer Service Entertainment Coaching Self service 330

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

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

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. Start listening today!

Customer Service 319

Customer Service Contact Center Self service Customer Experience 319

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 333

Customer Service Advertising B2B Chatbots 333

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. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 291

Customer Service Self service Consulting Consulting 291

ShepHyken

APRIL 20, 2021

The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. They discuss how autonomous customer service impacts the company, its employees, and their customers. Only 33% are satisfied with self-service.

Self service 354

Self service CRM Customer Service Marketing 354

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118