ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.

Self service 266

Self service Chatbots Feedback Customer Service 266

Zappix

JANUARY 21, 2025

Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. For more information on how Zappix is transforming customer engagement, visit www.zappix.com.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 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.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

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

Creative Virtual

MARCH 31, 2022

By Mandy Reed, Global Head of Marketing. When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Human interactions are still essential to a positive experience, of course.

Self service 105

Self service Surveys Customer Support Customer Service 105

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Fonolo

DECEMBER 3, 2020

We’ve put together a list of technologies that can help you reduce friction in your customer support channels just in time for the new year! Facial recognition and fingerprint scanning are some of the ways your customers are accessing a key-free world. The biometric system market is expected to grow to $33 billion by 2023.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 338

Customer Service Advertising B2B Chatbots 338

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. No disruptions in service due to time differences. Increased opportunities to expand into global markets. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. Provide self-service options for customers.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

APRIL 2, 2021

Misconception #1: Every angry customer just wants a discount. When it comes to angry customers , you may think that someone is only causing a commotion to save a quick buck, but you would be wrong. When communicating with angry customers , don’t let this misconception cloud how you approach the situation. In the U.S.

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 213

Self service B2B SaaS Enterprise 213

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Some companies have mastered self-service, while others are lagging.

Customer Service 220

Customer Service Airlines Self service CRM 220

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. Strategies. Like live chat, you can add chatbots to all websites.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

NOVEMBER 1, 2020

All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. Customer Support Through The Eyes of Consumers in 2020 by Hiver.

Customer Service 277

Customer Service Customer Support Self service Customer Experience 277

ShepHyken

FEBRUARY 9, 2021

Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Welcome to the MEconomy.

Multichannel 226

Multichannel Chatbots Self service CRM 226

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Remote support technology is being used more and more.

Call Center 376

Call Center Technology Banking Contact Center 376

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.

B2B 105

B2B Customer Support Self service Big data 105

ShepHyken

APRIL 5, 2021

I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. That’s just too soon.

Customer Service 323

Customer Service Contact Center Self service Customer Experience 323

TeamSupport

APRIL 15, 2021

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

bold360 Blog

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . In this blog post, we’ll focus on phase 4, optimizing your support strategy. We spoke with Chris Savio (Manager, Product Marketing, LogMeIn), who literally helped write the playbook.

Customer Support 98

Customer Support Self service Wait times Education 98

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

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. 42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 167

Customer Experience Scripts Self service outsourcing 167

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. Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. This article shares the top customer support center metrics to pay attention to.

Customer Service 183

Customer Service Self service Surveys Contact Center 183

ShepHyken

OCTOBER 1, 2024

In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce. Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options.

Customer Experience 243

Customer Experience Chatbots Self service Contact Center 243

ShepHyken

JANUARY 20, 2020

When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. How to Run a Customer Loyalty Program by ThriveHive. by Wise Marketer Staff. The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year.

Customer Service 244

Customer Service B2C Entertainment Customer effort 244

ShepHyken

NOVEMBER 19, 2018

The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. My Comment: Even with self-service and automated customer service solutions, some customers still want to (and sometimes have to) talk to a human being.

Customer Service 232

Customer Service Customer centricity Self service Customer Care 232

ShepHyken

JUNE 13, 2016

How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. And, more than just another channel, Twitter has created applications specific for customer service and business.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

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. Automate customer service.

Customer Experience 187

Customer Experience Customer Support Enterprise Scripts 187

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

ShepHyken

AUGUST 8, 2016

My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? It’s a major driver of a great (or lousy) customer experience.

Customer Service 200

Customer Service Self service Call Center Customer Support 200

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. “The

Self service 189

Self service Chatbots Interactive Voice Response Personalization 189

TeleDirect

MARCH 14, 2025

Partnering with a 24/7 call center with human agents ensures businesses can deliver fast, efficient, and personalized customer service regardless of location. This ensures that customer inquiries are handled promptly, no matter when they arise. Email Support : Allows customers to send inquiries at their convenience.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a whopping CAGR of 22.7%

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207