ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

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. Omnichannel? . Call routing .

call center software 206

call center software Call Center Customer Support Scripts 206

AWS Machine Learning

FEBRUARY 8, 2024

They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

APIs 140

APIs Scripts Enterprise Management 140

Help Scout

AUGUST 24, 2021

Luckily, there’s a tool that addresses that very issue: knowledge base software. What is knowledge base software? Knowledge base software is a tool that allows you to create, store, organize, manage, and share self-service content with an audience. What are the different types of knowledge base software?

Enterprise 107

Enterprise Customer Support Feedback Self service 107

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. And your support operators? .

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Nicereply

MARCH 30, 2022

To share valuable experiences with customers, you need to keep track of their journeys and take strategic measures to solve their problems, even before they speak of them. In this article, you will learn how to improve customer service thanks to live chat knowledge base. Being proactive in understanding your customers.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

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

TechSee

MARCH 11, 2025

Elevated Customer Experience – AI delivers precise, personalized support, improving satisfaction and brand loyalty. AI Agents: Fully Autonomous Customer Support AI Agents handle entire customer interactions without human involvement. How does AI integrate with existing systems?

Customer Service 109

Customer Service Education Self service CRM 109

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

JULY 3, 2020

Several integrated customer service solutions are now offering voice products that will take in voice mails if the brand could not be online. On that note, you can utilize a 24-hour answering service so that your prospects are always communicating with a live person. You cannot limit your customers to one channel. Use Live Chat.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

ShepHyken

JULY 31, 2023

Repetition is unnecessary friction in delivering a seamless customer support. Customers dislike having to repeat themselves or go through verification processes multiple times. Companies should strive to streamline their support systems so that customers can connect easily and quickly without unnecessary steps or frustrations.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

CSM Magazine

DECEMBER 12, 2024

Customer support is a challenging area of work. Customer support in iGaming presents several unique challenges that affect how support workers and entire teams approach their work and serve each customer. This risks ruining the customer experience and hurting the companys overall performance.

Customer Support 52

Customer Support Finance Accountability Personalization 52

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. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ShepHyken

JULY 21, 2017

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

Customer Support 234

Customer Support Education Chatbots Personalization 234

CSM Magazine

FEBRUARY 6, 2025

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business. They empower teams to improve on-the-job performance.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

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. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Best practices 105

Best practices Customer Support Engineering Analytics 105

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

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

Callminer

MARCH 2, 2020

Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history. Track Customer Satisfaction. One simple way that you can do this is by leveraging knowledge base software. Track Demographics.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

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. Let Your Customer Support Team Perform to the Max!

Customer Support 52

Customer Support Morale Coaching Personalization 52

Global Response

MARCH 24, 2025

While it might seem cliche, this statement is particularly true in an ever-changing marketplace where customers’ expectations rapidly shift. In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service.

Call Center 62

Call Center Management Abandon rate outsourcing 62

AWS Machine Learning

MAY 9, 2024

In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support.

Engineering 130

Engineering Customer Support APIs Government 130

CSM Magazine

MARCH 3, 2025

A self-service portal is a centralized online platform where customers can find answers to their questions, troubleshoot issues, and access various resourceswithout the need to directly contact customer support. Modern help desk software integrates these features to offer a cohesive and simplified experience for customers.

Self service 52

Self service Best practices Wait times Feedback 52

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

CSM Magazine

JANUARY 8, 2025

Understanding HubSpot Customer Service Software HubSpot Customer Service Software is part of HubSpots integrated suite of tools, tailored to help businesses streamline their customer support processes. Knowledge Base Reduce repetitive queries and empower your customers by creating a self-service knowledge base.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

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

CSM Magazine

JANUARY 28, 2025

That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time. Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 187

Self service Chatbots Interactive Voice Response Personalization 187

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Comm100

DECEMBER 16, 2024

This not only saves time for customers but also allows support teams to focus on more complicated issues that require a personal touch. When a customer has a problem, these systems automatically categorize and assign their request to the right person or department. keeping context intact.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ShepHyken

DECEMBER 25, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. In a world where we are spoilt for choice, a custom made option is the only right option. Second, knowledge is not distributed amenably to offer personalized choices and custom made solutions.

Personalization 158

Personalization Banking Self service Technology 158

ChurnZero

AUGUST 20, 2021

Naturally, people who work in Customer Success and Customer Support have a “helper” mentality. But while both functions share a common goal of ensuring customer satisfaction, they are fundamentally different roles that require different skillsets. Make Contacting Your Support Team Insanely Easy.

Customer Support 98

Customer Support Education Metrics Accountability 98