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.

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Benchmark Customer retention Feedback Consulting 312

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 242

Personalization Customer Experience Chatbots Metrics 242

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. This means that you should know how to hire live chat agents who are going to delight your customers.

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Customer Support Chatbots Education Personalization 240

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 289

Customer Experience Airlines Customer centricity Surveys 289

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 182

Personalization Customer Experience Chatbots Metrics 182

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.

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Personalization Customer Support Sales Customer Service 424

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.

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Customer Experience Feedback Customer centricity Customer retention 302

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 193

Customer Experience Customer Support Enterprise Scripts 193

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

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 326

ShepHyken

NOVEMBER 24, 2017

Are people asking for customer support? Are they providing feedback—and how much is positive versus negative? How is the best way to respond? You needn’t look far to find terrific examples of how to conduct yourself online, either. Take a look, for example, at Microsoft’s official Xbox Support Twitter account.

Customer Service 227

Customer Service B2B B2C Accountability 227

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.

Customer Experience 405

Customer Experience Customer Service Gamification Chatbots 405

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 212

Customer Experience Employee engagement Customer centricity Chatbots 212

ProProfs Blog

FEBRUARY 21, 2020

Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

CRM 165

CRM Personalization Customer Support Feedback 165

ProProfs Blog

MAY 21, 2020

What is a Customer Service Job? What Are the Basic Customer Service Job Responsibilities? What is the Customer Service Job Description? How to Write the Customer Service Representative Job Description? Create a Customer Service Job Description Template in Three Simple Steps. Customer Service Manager.

Customer Service 166

Customer Service Engineering Customer Support Management 166

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

ProProfs Blog

AUGUST 28, 2020

That’s why customers have higher expectations from you. They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Basic Customer Expectations.

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Self service Feedback Airlines Metrics 157

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses.

APIs 112

APIs Enterprise Automotive Customer Support 112

ProProfs Blog

OCTOBER 30, 2020

This format is best suited to take any generic feedback from your customer or customer suggestions that may have not been covered in the close-ended questions. After a thorough understanding of types of survey questions, let’s learn the practical tips on how to write good customer survey questions. You certainly do!

Surveys 158

Surveys Feedback Customer Support Construction 158

ShepHyken

JANUARY 4, 2019

For one, a good customer service rep must be aware of their company’s missions and values. Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. Lastly, customer service reps are expected to manage their time effectively. Building an onboarding module.

Customer Service 217

Customer Service Calibration Feedback Sales 217

ShepHyken

MAY 1, 2018

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?.

Chatbots 248

Chatbots Customer Support Surveys Personalization 248

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

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Customer Support Benchmark CRM Chatbots 117

ShepHyken

JUNE 12, 2019

Here are three of them: Customer service professionals know their job. There is a reason the people in the customer support department are called professionals. They know they are hired to be on the front line and take the metaphorical punch from the customer. They don’t take the customer’s anger personally.

Customer Service 315

Customer Service Personalization Customer Support 315

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 365

Customer Service First call resolution Contact Center Best practices 365

ShepHyken

MARCH 31, 2023

To understand how you can improve your odds of great customer service, you must first understand the challenges customer service reps face. Once you can empathize with them, you can better understand how to get good customer service. But that’s not how human interactions really work. One, be pleasant.

Customer Service 182

Customer Service Chatbots Surveys Personalization 182

ProProfs Blog

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Best practices 105

Best practices Customer Support Engineering Analytics 105

ShepHyken

DECEMBER 22, 2024

How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.

Customer Service 203

Customer Service outsourcing Customer Support Chatbots 203

ShepHyken

NOVEMBER 4, 2019

This is a great look at the channels your customers are on as well as their expectations for each channel. Infographic: We expect a personalized experience by Customers 2020. We want the companies we do business with to value us as a person, not a number. And, it doesn’t just apply to customers.

Customer Service 215

Customer Service Personalization Marketing Customer Support 215

ShepHyken

JULY 4, 2023

What I care about is that you know how to use the formulas. Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople.

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Customer Service Customer Support Technology Personalization 344

Myra Golden Media

APRIL 23, 2020

Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. In this class, I share three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. Customer service calls can sometimes get out of control.

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Customer Service Upselling Personalization Customer Support 303

ProProfs Blog

AUGUST 19, 2020

Moreover, when customers come across a delightful experience with your brand, they are likely to share it within their immediate social circle. This way, you not only create an army of loyal customers but also acquire new ones at a negligible expense. . This is exactly what inconsistency in customer support looks like.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ProProfs Blog

JULY 20, 2021

Usually, people are reluctant to share personal information via offline surveys. This blog tries to cover the concept of ‘ How to ask sensitive questions in surveys, the right way.’ Sensitive questions on the addictions of a person like drinking, smoking, drug abuse. How to Ask Sensitive Questions Like a Pro.

Surveys 145

Surveys Government Feedback Construction 145

ProProfs Blog

AUGUST 21, 2020

Now, due to the ongoing COVID-19 pandemic , many small businesses are having a hard time communicating with their customers. Since most stores and offices are temporarily shut, customers don’t know how to reach out to their favorite brands. An Empathetic Approach to Winning Customers. This is the power of empathy.

Sales 158

Sales Morale Personalization Scripts 158

ShepHyken

NOVEMBER 1, 2020

(Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond. It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong.

Customer Service 283

Customer Service Customer Support Self service Customer Experience 283

ShepHyken

AUGUST 18, 2020

Customer Service and Community Support. How to Use Customer Experience as a Brand Identity. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience. Top Takeaways: Creating a good customer experience requires doing research.

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Feedback Customer Service Personalization Customer Support 310