ShepHyken

JANUARY 1, 2021

That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Problem with Automated Emails for Customer Support. Related: How to Create a Very Personalized Customer Experience.

Customer Service 397

Customer Service Customer Support Education Accountability 397

Blueship Call Center

FEBRUARY 10, 2025

India, with its vast pool of skilled professionals and cost-effective solutions, has emerged as a global leader in providing top-tier 24/7 customer support. This blog post will explore ten industries that significantly benefit from leveraging 24/7 customer support in India , highlighting only the positive aspects.

Customer Support 45

Customer Support Healthcare Banking Customer Care 45

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. Consider having on-site training workshops by customer service experts.

Customer Service 375

Customer Service Chatbots Education Feedback 375

JivoChat

MARCH 12, 2023

Running an international education business is a complex task that challenges you on so many different levels. That includes customer support. Your customer support system is powering your entire business. To improve it, many international education businesses are choosing to go multilingual.

Education 75

Education Customer Support Customer retention Self service 75

Help Scout

JULY 15, 2021

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

Education 116

Education Customer Service outsourcing Self service 116

Blueship Call Center

JANUARY 8, 2025

In the competitive environment of global commerce, customer support functions as a pivotal touchpoint between businesses and their customers. Many businesses worldwide are turning to Call Center Services in India to manage their customer support needs effectively.

Call Center 40

Call Center Customer Support Technical Support Education 40

CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

AWS Machine Learning

MARCH 27, 2025

For a multiclass classification problem such as support case root cause categorization, this challenge compounds many fold. Lets say the task at hand is to predict the root cause categories (Customer Education, Feature Request, Software Defect, Documentation Improvement, Security Awareness, and Billing Inquiry) for customer support cases.

Education 101

Education Engineering APIs Enterprise 101

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 91

Education Chatbots Wait times Surveys 91

TechSee

MARCH 11, 2025

AI Agents: Fully Autonomous Customer Support AI Agents handle entire customer interactions without human involvement. Adoption is critical—train agents, educate customers, and optimize continuously. Define key performance indicators (KPIs) for growth, churn prevention, and operational impact.

Customer Service 109

Customer Service Education Self service CRM 109

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Customer Support 98

Customer Support Education Self service Surveys 98

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.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

ShepHyken

JULY 21, 2017

If he or she lacks any, they might not be the best choice for your customer support team. Both of these elements are important, as grammatically incorrect texts can lead to various misunderstandings, making the communication with the customer harder. Writing Skills. Before hiring a person, check the following two skills.

Customer Support 235

Customer Support Education Chatbots Personalization 235

Toister Performance Solutions

MARCH 29, 2025

Managing Customer Expectations focuses on these skills: Identifying situations expectations should be managed Creating expectation management strategies Helping customers adjust unreasonable expectations The course is ideal for anyone working in customer service. When can we educate customers on what to expect?

Management 82

Management Education Coaching Best practices 82

ChurnZero

AUGUST 20, 2021

Make Contacting Your Support Team Insanely Easy. Educate Your Customers to Get Their Buy-In. Gain Customer Trust by Being Upfront. Why Customer Success and Support Will Never Have a Clean Break. Naturally, people who work in Customer Success and Customer Support have a “helper” mentality.

Customer Support 98

Customer Support Education Metrics Accountability 98

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support. Why is higher education adopting live chat?

Education 75

Education Wait times Personalization Surveys 75

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? Reduces cost of customer support.

Customer Support 98

Customer Support Self service Chatbots Wait times 98

TechSee

NOVEMBER 27, 2024

The payoff is worth the investment, as this is one of the ways to improve customer experience which shows almost immediate dividends. Staff Training Implement comprehensive training programs to educate employees across all levels about customer-centricity. Remember to tailor your training to each employee’s unique role.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Nicereply

DECEMBER 28, 2021

The Value of Support Agent Writing with HelpScout [Podcast]. A good Knowledge Base article can help customers self-help when you are not available and speed up the responses to repeated questions. Mat Patterson, Customer Service Educator at Help Scout, sees a broader scope for the support team’s writing.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Win the Customer

DECEMBER 26, 2024

Empower customer support teams with the tools and knowledge to effectively handle customer inquiries and resolve issues related to AI interactions. Communication & Education: The Challenge: Customers may be hesitant to embrace AI-powered CX if they don’t understand how it works or what benefits it offers.

Education 59

Education Chatbots Engineering Management 59

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.

Customer Support 97

Customer Support Engineering Time management Self service 97

Blueship Call Center

DECEMBER 19, 2024

Streamlining customer interactions alone is insufficient- they also allow businesses to shift their focus on core operations while ensuring high-quality customer experiences. Even educational institutions benefit from outsourcing student enrollment support, alumni outreach, and general inquiries.

outsourcing 74

outsourcing Call Center Healthcare Education 74

ShepHyken

JUNE 17, 2016

Brainstorming better ways to say “no” to a customer complaint. Employees who have these skills when hired or quickly gain them will provide better customer support as they start to engage customers on a more frequent basis. Learning deep-breathing or stress-relief techniques. However, the learning doesn’t stop there.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

FEBRUARY 15, 2022

.” “Many people in organizations don’t really understand the extent of what service, help, and support teams do.” ” “People that lead the service, support, and help functions must advocate, inform, and educate others in the organization about the scale and nature of their work.

Feedback 209

Feedback Education Surveys Personalization 209

ShepHyken

AUGUST 10, 2020

(SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. My Comment: Let’s start this week with a list of customer retention strategies. I love the first one: Quite Selling and Start Educating.

Customer Service 235

Customer Service Customer retention Customer centricity Education 235

CX Accelerator

NOVEMBER 26, 2019

Lauren Volpe took the helm as CXO at QuadPay, and Brittany Naylor joined Evernote as Manager of Customer Support. You’ve participated in roundtable dialogs , responded to CX challenges of the week, and helped each other through the day-to-day struggles and joys of life in the world of customer experience.

Airlines 243

Airlines Contact Center Education Service level 243

Call Center Weekly

OCTOBER 13, 2017

Sadly, that stereotype often suggests the support staff is less educated, entry level, and unfriendly. Many years ago when I started in this industry, most considered customer support roles as entry level positions. Customer service has a huge impact on the success of a company. Times have changed!

Contact Center 100

Contact Center Education Call Center Government 100

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. Map the Customer Journey Understanding your customers full lifecycle with your business is key to identifying moments when great service can make a difference.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

CSM Magazine

NOVEMBER 5, 2024

Customer Service is key to Wallet Recovery Bitcoin wallet providers, exchanges and platforms have in most cases set up customer support teams to assist with wallet related issues. Customer service teams try to proactively educate users in order to reduce the number of wallet recovery requests.

Customer Service 52

Customer Service Education Finance Banking 52

TeleDirect

DECEMBER 20, 2024

What type of customer interactions does the call center handle? Different call centers specialize in various services, such as inbound customer support , outbound follow-ups , or technical assistance. Our team undergoes rigorous onboarding and ongoing education to stay aligned with your brand standards and objectives.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

CSM Magazine

NOVEMBER 15, 2024

The landscape of educational content creation is changing rapidly as AI-based platforms for course development take the lead in driving this shift. With a growing number of educators and organizations embracing technology to streamline the process of content creation comes the importance of selecting the platform.

Education 52

Education industry standards Analytics Technology 52

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Fewer phone calls, but more complex conversations.

Contact Center 291

Contact Center Self service Banking Airlines 291

ShepHyken

MAY 7, 2021

Amplify customer support functions . Live chat software is a unique way of enabling quick answers, delivering fulfilling CX, and making your customers return for more. . Research indicates that tech-savvy consumers expect a response within 10 minutes. to find answers at t heir own pace. .

Personalization 231

Personalization Customer Experience Chatbots Metrics 231

ShepHyken

APRIL 20, 2018

It’s part of the entire customer experience. Customer service can be delivered by the front office executive who checks in the guests upon their arrival at one of your hotel locations. Or the sommelier who educates the diners about wine — and pours a heady glass for them — at your restaurant.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

CSM Magazine

MARCH 28, 2025

The integration of real-time loyalty programs or decentralized feedback tools opened the door for customer service platforms to build on Solana. The majority of customer support representatives facing problems with technical integration and blockchain literacy are less skilled.

Customer Service 52

Customer Service Education CRM Healthcare 52