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 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call routing .

call center software 206

call center software Call Center Customer Support Scripts 206

ShepHyken

FEBRUARY 16, 2025

How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. In the authors words, Personalization wins loyalty.

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Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Here’s how the solution looks when integrated on a website. .

Personalization 227

Personalization Customer Experience Chatbots Metrics 227

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

DECEMBER 9, 2024

Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales. As the title implies, this article focuses on how great customer service can make a sale.

Customer Service 183

Customer Service B2B Sales Self service 183

Outsource Consultants

FEBRUARY 25, 2025

At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. These services go beyond traditional support, offering personalized interactions and leveraging advanced technologies to enhance the online shopping experience.

Call Center 67

Call Center Sales outsourcing Technical Support 67

ShepHyken

OCTOBER 27, 2024

My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Topics include automation, personalization, 24/7 support, and more. Engage, Delete, Ignore or Snub?

Customer Service 198

Customer Service B2B Chatbots Education 198

CSM Magazine

DECEMBER 23, 2024

Customer support can make or break the gaming experience, especially for new players navigating online casinos for the first time. Below, well explore best practices in casino customer support to win over new players while emphasizing trust, transparency, and efficiency.

Best practices 52

Best practices Customer Support Wait times Self service 52

ShepHyken

DECEMBER 4, 2020

See, it is one thing for your CFO to say in a meeting, “Yeah, I agree we should invest in our customer experience in the next few years.” The post Guest Post: How to Build Your Customer Experience Roadmap appeared first on Shep Hyken. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

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Customer Support Chatbots Multi-channel support CRM 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. So, why would a customer terminate his or her relationship with you? A couple of suggestions here.

Personalization 420

Personalization Customer Support Sales Customer Service 420

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Here’s how the solution looks when integrated on a website. .

Personalization 174

Personalization Customer Experience Chatbots Metrics 174

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. By creating personas, your customer support team can recognize who they are and understand them better. Read Shep’s latest Forbes article: The Customer Experience: Eight Ways You’re Killing The Romance.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

NOVEMBER 25, 2024

This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. My Comment: Customer support is going to get better!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

ShepHyken

NOVEMBER 29, 2016

He also shares his opinion about how customer complaints are a gold mine, filled with opportunity. Nate shares an excellent example of how (and why) all complaints really need to be listened to. Shep and Nate also discuss how to continue to create personal interactions in this digital age and the future of customer support.

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outsourcing Banking Customer Support Customer Service 323

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. Proactivity also shows customers they can trust you to do what you say you will. Click here.

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Customer emotions Call Center Customer Experience Customer Support 221

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

CSM Magazine

JANUARY 20, 2025

WhatsApp, with its massive global user base of over 2 billion monthly active users, has emerged as a leading platform for providing fast and efficient customer service. But how can businesses fully leverage WhatsApp to deliver exceptional support while fostering customer loyalty? Why WhatsApp?

Customer Service 52

Customer Service Metrics Accountability Analytics 52

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

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Customer Experience Customer Service Gamification Chatbots 395

CSM Magazine

MARCH 3, 2025

Whether you’re running a business that relies on timely shipments or waiting for a personal delivery, reaching out to FedEx customer service is sometimes necessarywhether its to track a shipment or resolve an issue. But how do you get in touch with FedEx customer service? How Good Is FedEx Customer Service?

Customer Service 52

Customer Service Wait times Self service Feedback 52

Fonolo

OCTOBER 21, 2021

As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

CSM Magazine

MARCH 3, 2025

If youre an Xfinity customer and find yourself in need of assistance, its helpful to know exactly how to get in touch with their customer service team and what to expect during the process. Xfinity Customer Service Phone Number The most direct way to contact Xfinity is by phone. These include the following methods: 1.

Customer Service 52

Customer Service Technical Support Wait times Accountability 52

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. What Are AI Customer Insights?

Feedback 52

Feedback Marketing Education Chatbots 52

TeleDirect

JANUARY 7, 2025

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system.

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Call Center Wait times Abandon Call Multichannel 126

CSM Magazine

DECEMBER 23, 2024

However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported.

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Customer Support Morale Coaching Personalization 52

CSM Magazine

DECEMBER 4, 2024

For example, a chatbot could guide a gamer through the steps to reclaim a lost skin without requiring them to wait for manual support. Provide 24/7 Customer Support Gaming is a global industry, with players active around the clock.

Customer Service 52

Customer Service Wait times Chatbots Self service 52

ShepHyken

MARCH 25, 2022

Make their task easier with tech-enabled resources for customer services. To reduce the stress on their customer support teams, most leading organizations rely on and upgrade their technology. Let’s take a look at the omnichannel approach to customer support. appeared first on Shep Hyken.

Customer Experience 198

Customer Experience Employee engagement Customer centricity Chatbots 198

ChurnZero

MARCH 7, 2025

What’s the impact of a digital customer community? A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 2: Customer support: A community can decrease time to resolution, reduce ticket volume, and ultimately reduce support costs.

SaaS 52

SaaS Gamification B2B Metrics 52

Global Response

MARCH 12, 2025

Types of contact center analytics you need to know With a clear understanding of the importance of contact center business intelligence , lets take a closer look at the seven types of contact center analytics that can transfer your customer support strategy. Knowing these trends can help you plan how to assist customers in the future.

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Contact Center Analytics First call resolution Abandon rate 62

CSM Magazine

MARCH 6, 2025

Offer Guest Checkout Dont force new customers to create an account to make a purchase. Step 3: Deliver Stellar Customer Support Good customer support solves problems; great customer support creates loyal customers. Heres how: Launch a Loyalty or Rewards Program Use apps like Smile.io

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

CSM Magazine

DECEMBER 2, 2024

Whether it’s a missing item or failed transaction, excellent customer support plays a pivotal role in ensuring customer satisfaction and loyalty. For businesses in the eSports industry, offering top-notch customer support is not optional—it’s essential. Transactions are often emotional. It builds trust.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Second: CX Is More Than Just Customer Service. What does that mean?

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Customer Service Contact Center Metrics Consulting 156