ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. This is the person I want on my side. When it comes to customer service, I’m in alignment with the second definition.

Sales 409

Sales Customer Service Personalization Customer Support 409

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 170

Customer Support Customer effort Self service Metrics 170

JustCall

OCTOBER 6, 2022

Customers expect quality, speed, and efficiency when they contact their customer support team or contact center. When it comes to the customer experience (CX), you can’t afford not to be optimizing at all — with 80% of consumers stating that CX determines whether or not they will do business with a brand again.

Call Center 52

Call Center Chatbots Metrics Customer Support 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

ShepHyken

JULY 7, 2024

Customer Journey AI: The Future of Customer Experience by Rebekah Carter (CX Today) Virtually every company is investing in the latest AI solutions to help them boost workplace efficiency and productivity, deliver more convenient and personalized customer experiences, and reduce costs.

Customer Service 196

Customer Service Best practices Marketing Customer Experience 196

TeamSupport

APRIL 27, 2021

Personalize Your Marketing. First and foremost, AI lets you personalize your B2B marketing. Even if you are personalizing it already, Artificial Intelligence will let you do this even more which means you will achieve an outstanding level of customization this way. Use Chatbots for Customer Support.

B2B 64

B2B Customer Support Marketing Chatbots 64

ShepHyken

JULY 7, 2021

I remember the term customer experience being used as a fancy phrase to describe customer service. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company.

Customer Experience 383

Customer Experience Customer Service Gamification Chatbots 383

NobelBiz

APRIL 3, 2023

Reduce wait times as customers can access information and services without waiting for an agent. Provide customers with a more personalized, efficient experience. Customers can access services anytime and anywhere without respecting the contact center’s schedule. Get in touch with one of our experts here !

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. Customer support history. The post What Is Customer Segmentation?

B2B 71

B2B Journey mapping Accountability Sales 71

OctopusTech

FEBRUARY 23, 2021

SMS and Email Customer Support Outsourcing has been the buzzword in the business circles for a long time now. It’s the best way to deal with your customer service needs efficiently. SMS and Email Customer Support is the backbone of an SMS infrastructure that allows users to send SMS from mobile devices.

Customer Support 62

Customer Support outsourcing Marketing Sales 62

ShepHyken

OCTOBER 30, 2020

The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. 1 Voice Technology Helps Keep Things Personal. 2 Voice Technology Improves Accessibility.

Technology 336

Technology Customer Service Personalization Chatbots 336

ShepHyken

AUGUST 27, 2021

Considering all these pointers, let us find out how customer experience determines the lifeline of a business. . Customer experience leads to customer satisfaction . An experience leads to the development of perception in a person. For instance, one of the prime touchpoints that a customer use is customer support.

Customer Experience 387

Customer Experience Technical Support Finance Customer advocacy 387

Select VoiceCom Blog

NOVEMBER 20, 2022

Businesses that adopted this technology also noted increased profits of up to 11% linked to an improvement in customer support and the termination of costly and unnecessary expenses that are now efficiently covered by help desk systems. The post A Definitive Guide to IT Help Desks: Does Your Business Need One?

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

NobelBiz

SEPTEMBER 21, 2021

Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. What are the key levers available today for a more customized customer connection? How to Personalize the customer Interaction?

Contact Center 52

Contact Center Personalization Customer Experience CRM 52

Nicereply

FEBRUARY 9, 2021

The key to earning brand loyalty is to deliver the best possible customer experience. Your customer support team shouldn’t spend excessive time on each ticket since they’ll never work through the queue making other customers wait days—or maybe even weeks. Unfortunately, this often poses a challenge.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ViiBE Blog

MAY 3, 2023

Existing ways of contacting remote customer support 1.1. Calling a hotline A good-ol-hotline is provided for customers to contact in case of needed assistance. By choosing the number corresponding to the type of query, a customer can get connected to an expert and report the encountered problem. Read now 1.3.

B2B 52

B2B Customer Support Chatbots CRM 52

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 202

Customer Service Government Customer centricity Customer Experience 202

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Increase your productivity and performance.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. Increase your productivity and performance.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Kayako

MAY 25, 2017

I could definitely see how you would want to have a sorting feature like that. I definitely understand how it can be frustating to sign up for a service and have it not work the way you think it should, so hopefully we can get this sorted out for you. Right now, we don’t have anything like that in place, so it is just manual.

Customer Support 112

Customer Support Best practices Accountability Engineering 112

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. Existing ways of contacting remote customer support 1.1. Read now 1.3.

B2B 52

B2B Customer Support Chatbots CRM 52

ShepHyken

NOVEMBER 27, 2023

My Comment: This is a branding article, but consider one of the definitions of a brand, which I’ve latched onto. When the person taking your order in a drive-through window at a fast food restaurant is upset when they don’t get tipped, we have an issue (which is addressed in the article). A brand is a promise delivered.

Customer Service 172

Customer Service Morale Customer retention Marketing 172

Nicereply

FEBRUARY 25, 2021

If you can train your customer service staff to properly demonstrate reflective listening with your customers, it will naturally lead to a plethora of positive benefits. The business has always been about the customer. However, modern technology has only made personalized customer transactions that much more important.

Customer Support 52

Customer Support Education Customer centricity Personalization 52

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. But it's definitely worth it.

Self service 195

Self service CCNG Chatbots B2B 195

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face. Upsell – check!

Customer Support 68

Customer Support Feedback Best practices Self service 68

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 304

Benchmark Feedback Customer retention Consulting 304

LiveChat

FEBRUARY 8, 2017

As many might know, working in customer support is stressful and requires to maintain a high level of concentration. To stay sane experiencing pressure every day seems to be the main goal at the beginning of a customer support career. Still, this work isn’t easy and it’s definitely not a good fit for everyone.

Personalization 55

Personalization Customer Support Advertising Management 55

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

ShepHyken

JANUARY 7, 2024

I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). AI VS HUMAN: The Future of Customer Service in 2024 by Hiver (Hiver) Artificial Intelligence (AI) has rapidly evolved in recent years.

Customer Service 168

Customer Service Contact Center Customer centricity Banking 168

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178