Customer Service vs. Customer Support: Explained
Help Scout
AUGUST 22, 2023
Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving. Read the full article
Customer Support Document Feedback 
Customer Support Job Description Template [2024]
JustCall
JULY 2, 2024
A Customer Support Representative is pivotal in ensuring that customers have a seamless interaction with a company, addressing inquiries and resolving issues efficiently. This role is central to building trust and satisfaction among customers, which significantly enhances company reputation and customer retention.
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Boosting RAG-based intelligent document assistants using entity extraction, SQL querying, and agents with Amazon Bedrock
AWS Machine Learning
DECEMBER 6, 2023
Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback.
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9 Ways to Spring Clean Your Customer Support Team
Nicereply
FEBRUARY 1, 2022
When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Audit Your Support Docs.
The Secret to Data-Driven Customer Support Success
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.
11 Best Practices for Managing Customer Feedback
Nicereply
DECEMBER 21, 2021
Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Add tags to ratings.
Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service
ShepHyken
NOVEMBER 20, 2020
These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Create a Customer Service Process Flow. Strategies. Conclusion.
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Customer Support Rep Job Description: Template and Examples
Help Scout
AUGUST 31, 2021
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.
18 Negative Feedback Examples (+ Guide on How to Give It Right)
Nicereply
NOVEMBER 7, 2023
Delivering negative feedback shouldn’t dismantle—it should empower. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. Right up until you have to give them negative feedback. These are general tips for giving feedback in all situations.
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Addressing Gaps in Customer Support for Better Customer Satisfaction
JustCall
OCTOBER 17, 2023
Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers.
Customer Service vs. Customer Support: What’s the Difference?
JustCall
MARCH 9, 2023
Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?
5 Tips to Build a World-Class B2B Customer Support Organization
TeamSupport
MARCH 23, 2021
A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.
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How to Ensure Consistent Customer Support on the Go with iOS
JustCall
OCTOBER 26, 2023
When it comes to providing exceptional customer support, you cannot leave iOS users behind. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. You want to keep detailed records of important customer data.
How to Improve Customer Experience Using Employee Feedback
ProProfs Blog
MARCH 5, 2019
Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by organizations. Businesses need to realize that employee feedback carries much importance while making efforts towards improving customer service experience. How to Capture Agent Feedback.
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Closed-Loop Customer Feedback: How to Drive Real CX Results
PeopleMetrics
AUGUST 22, 2022
They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. We’ll explore: What is closed loop feedback? What are the benefits of closed loop customer experience?
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Customer Success vs. Customer Support: What Are the Differences?
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.
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The Problem with Proactive Documentation: Flipping the Script With KCS and Guru
Guru
NOVEMBER 1, 2018
After a year of working hard as a customer support representative, you get a huge promotion. you think, "Our documentation has never solved our customer’s issues. Almost immediately, however, you start getting feedback from your team: “This didn’t help me at all.” “I Maybe you’ve been in this scenario before.
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Amazing Business Radio: Adrian Brady-Cesana
ShepHyken
JANUARY 18, 2022
Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Team: Constantly train, evolve and optimize your CX team.
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Building an Onboarding and Training Program in Customer Support
Kayako
FEBRUARY 28, 2018
To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Set up documentation. Continue updating docs.
5 Steps to Move from Reactive to Proactive Customer Support
Nicereply
SEPTEMBER 29, 2020
When working proactively, you pre-empt customer inquiries before they get to you. You can send messages to customers to notify them about product delays, bugs or outages. You can share documentation before the customer asks for it. People love proactive support too: 87% of U.S. Finally, track it.
Guest Post: How to Create an Exceptional Customer Experience Strategy?
ShepHyken
APRIL 15, 2022
Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy. Empower agents with the right customer support tools .
Guest Post: How Does Software Enhance the CRM of Your Business?
ShepHyken
JANUARY 28, 2022
Customers play a crucial role in establishing the position of a business in the market. When looking at customers, there are various aspects to consider, such as customer services, customer value, customer feedback, customer communication, etc. Customer support.
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Guest Post: How to Improve First Call Resolution (FCR) Using Knowledge Management System
ShepHyken
JUNE 4, 2021
The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR. Gather feedback.
Customer Support Services: The Ultimate FAQ Guide
Vcaretec
AUGUST 4, 2022
Customer support services are an important part of any business. When customers have a question or issue with a product or service, they need to be able to reach out to someone who can help them resolve the problem. This is why customer service is so important. What is Customer Service Support?
Elevate workforce productivity through seamless personalization in Amazon Q Business
AWS Machine Learning
OCTOBER 2, 2024
Solution overview Responses are personalized by Amazon Q Business by determining if the user’s query could be enhanced by augmenting the query with known attributes of the user and transparently using the personalized query to retrieve documents from its search index. This is where personalization comes in.
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How to Manage a Remote Customer Support Team and their Challenges
OctopusTech
MAY 5, 2020
Some of the key points that can be adapted to the customer support teams of BPO companies can be taken from that post too. Some of the ways that remote customer support teams can work in a better way are – Video conferencing. The same can be done for your remote customer support teams.
Top 11 Tools To Help You Deliver A Great SaaS Customer Support Experience
JustCall
OCTOBER 6, 2022
An online customer support system is exemplary, but the onboarding experience must be top-notch. Every company wants a great customer experience SaaS. At the same time, the process of delivering that SaaS support can be a roadblock for many businesses. Top 11 tools to improve SaaS customer support experience.
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Customer Support Guide to Effectively Helping Your Customers
CSM Magazine
MARCH 27, 2020
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. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?
Improve AI assistant response accuracy using Knowledge Bases for Amazon Bedrock and a reranking model
AWS Machine Learning
AUGUST 7, 2024
Most common use cases for chatbot assistants focus on a few key areas, including enhancing customer experiences, boosting employee productivity and creativity, or optimizing business processes. For instance, customer support, troubleshooting, and internal and external knowledge-based search. join(batch_text_arr) s3.put_object(
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Safeguarding CX in the Age of AI
TechSee
MAY 9, 2024
Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale. However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX.
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How to Manage a (Suddenly) Remote Customer Support Team
Solvvy
APRIL 2, 2020
You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.
3 tips for revenue leaders to take the next step with AI: Insights from TSIA World ENVISION
Totango
NOVEMBER 26, 2024
A great example we heard involves leveraging AI integration to summarize customer support case notes and automatically document them in a servicing platform. This approach has resulted in significant time savings for customer support agents, reducing the need to re-explain or take additional notes.
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How to Write a Compelling Customer Support Email
Kayako
MAY 25, 2017
We don’ currently have documentation or a blog post on “best practices” but that is a great idea. I hope that helps, but let me know if you have other things that come up. There are ways you can make this simple method even easier by making evergreen content to support both internal and external customers.
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Customer Service Recovery Guide: Steps to Make It Right
ProProfs Blog
JANUARY 17, 2020
The entire process focuses on regaining the relationship and strengthening it to convert them into loyal customers.” It’s a plan to salvage bad customer support. What’s the Need for Customer Service Recovery? Not every customer-agent interaction is positive. Negative Customer Feedback.
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Transitioning off Amazon Lookout for Metrics
AWS Machine Learning
OCTOBER 9, 2024
To learn more, see the documentation. Using Amazon CloudWatch for anomaly detection Amazon CloudWatch supports creating anomaly detectors on specific Amazon CloudWatch Log Groups by applying statistical and ML algorithms to CloudWatch metrics. To learn more, see the documentation. To learn more, see the documentation.
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Meet Sophie AI: The Future of Service
TechSee
SEPTEMBER 21, 2023
Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions.
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Safeguarding CX in the Age of AI
TechSee
MAY 9, 2024
Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale. However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX.
Contact Center 109
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How to Enhance Customer Service with Seamless Multilingual Support: A New Era for Global Enterprises
CSM Magazine
OCTOBER 16, 2024
AI-powered services like Doc Translator allow enterprises to translate documents of various formats in real-time. This can help businesses offer multilingual customer support and ensure that customers from different regions receive the same level of service.
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52 What’s the Difference Between Customer Service and Customer Support?
Help Scout
JULY 24, 2018
Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They employ similar skills like active listening and empathy to increase customer satisfaction.
Best Practices for Onboarding New Tenants to the ISP Network
Hodusoft
SEPTEMBER 14, 2023
According to Paul Philip, the founder and CEO of Amity, “ A poor onboarding experience is hard to come back from and is the fastest way to lose a customer. It’s critical to actively think about the entire customer journey, define it, map it, and document it.” Worse, they might feel uninformed or neglected. Yes, it can.
Three Ways to Gather Valuable Feedback From Your Team
Nicereply
DECEMBER 17, 2019
Your seemingly happy and productive team is disengaged, signaling they don’t feel anyone is listening to their valuable feedback. Drive High Engagement Team Feedback With a Three-Point Strategy. You’re already leveraging both NPS and CSAT to drive a high-impact customer satisfaction program. Document the agenda and meetings.
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11 TED Talks to Inspire Better Customer Support
Kayako
MAY 30, 2017
Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. I have selected these videos because each one has influenced our customer relationships and deepened our understanding of how to provide better customer support.
Build a classification pipeline with Amazon Comprehend custom classification (Part I)
AWS Machine Learning
SEPTEMBER 14, 2023
Document categorization or classification has significant benefits across business domains – Improved search and retrieval – By categorizing documents into relevant topics or categories, it makes it much easier for users to search and retrieve the documents they need. politics, sports) that a document belongs to.
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Dive deep into vector data stores using Amazon Bedrock Knowledge Bases
AWS Machine Learning
OCTOBER 11, 2024
Use cases for vector databases for RAG In the context of RAG architectures, the external knowledge can come from relational databases, search and document stores, or other data stores. Personalized and context-aware retrieval – Vector databases can support personalized and context-aware retrieval in RAG systems.
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