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 361

Customer Service First call resolution Contact Center Best practices 361

ShepHyken

AUGUST 27, 2021

Customer experience leads to customer satisfaction . An experience leads to the development of perception in a person. Customer experience matters a lot when it comes to escalating satisfaction and the brands have brilliant opportunities to utilize it. More than 84% of customers do not rely on advertisements.

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

ShepHyken

JANUARY 27, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. This isn’t easy.

Coaching 374

Coaching Customer Support Customer Service Marketing 374

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 200

Customer Service outsourcing Customer Support Chatbots 200

ShepHyken

MARCH 31, 2021

This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group.

Feedback 402

Feedback Surveys Sales Customer Service 402

ShepHyken

AUGUST 18, 2020

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. Learn about your customers and their expectations, then build your CX to meet those expectations.

Feedback 309

Feedback Customer Service Personalization Customer Support 309

ShepHyken

MAY 23, 2018

Customers are grading the companies and brands they choose to do business with, and it’s simply a pass/fail grade, where failure means the customer moves on. The main reasons customers switch are obvious. They are not able to speak to a person who can provide answers. They feel underappreciated.

Customer Service 254

Customer Service B2B B2C Surveys 254

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

MARCH 12, 2021

Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 391

B2B Journey mapping B2C Telecommunications 391

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 280

Customer Service Customer Support Self service Customer Experience 280

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. We’ll also highlight essential tools for a successful hyper-personalization strategy.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences.

Customer Service 190

Customer Service Wait times Self service Technology 190

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 276

Customer Support Sales B2B Marketing 276

Solvvy

SEPTEMBER 7, 2022

In fact, research shows that when brands provide customers with accurate answers and resolutions in real-time, customers are 30% more likely to make a purchase with the brand. . How are brands stepping up and meeting these higher customer expectations? Provide secure and mutually beneficial personalization.

Customer Support 106

Customer Support Self service Engineering Analytics 106

VirtualPBX

MAY 17, 2023

Customer support plays a vital role in maintaining a positive brand image and ensuring customer satisfaction. In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. Hi [Customer Name], thank you for contacting [Business Name].

Customer Support 98

Customer Support Best practices CRM Consulting 98

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 237

Customer Service Multichannel CRM Advertising 237

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

ShepHyken

APRIL 2, 2021

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. As such, it’s important that they can approach each new customer inquiry without preconceived notions of how to handle the interaction. In the U.S.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. My Comment: It has never been easier to personalize an experience for your customers.

Customer Service 186

Customer Service Self service Personalization Customer retention 186

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. There are some added benefits to these meetings: Gain insight about industry trends.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

SEPTEMBER 21, 2020

(Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 245

Customer Service Customer centricity Customer Experience Marketing 245

ShepHyken

SEPTEMBER 12, 2016

Take a few minutes to thank someone in person, write a note, send an email or make a phone call. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. Without this basic foundation, there is no relationship, only your customer disappearing in search of someone else who can meet their needs. by Len Markidan.

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

First call resolution 216

First call resolution Call Center Best practices Customer Support 216

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

DECEMBER 5, 2022

From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. Personalization is more important than ever. An updated loyalty program can help keep you connected to customers.

Customer Service 190

Customer Service Gamification Customer Support Customer centricity 190

ShepHyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 168

Transportation Advertising Analytics Chatbots 168

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 124

Engineering Customer Support APIs Government 124

ShepHyken

AUGUST 30, 2021

The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online.

Customer Service 44

Customer Service B2B Benchmark Personalization 44

ShepHyken

DECEMBER 21, 2018

Your trust and relationship with the customer are built upon your ability to keep promises and meet their expectations. Customers won’t be satisfied with customer service agents who fail to keep their promises and don’t meet expectations. Implement multiple support channels such as email, live chat , phone etc.

CRM 256

CRM Best practices Customer Service Metrics 256

ShepHyken

APRIL 15, 2022

Top 5 ways to create a robust customer experience strategy . Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy.

Customer Experience 190

Customer Experience Customer Support Enterprise Scripts 190

ShepHyken

DECEMBER 4, 2020

No matter your industry, you need to pivot to one extent or another in order to meet your customers where they are. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. We are living in a transformational period.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

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

CX Accelerator

OCTOBER 3, 2019

Brittany Naylor shares about her recent onboarding experience: "I got to meet with every leader of each team at the company and discuss how their teams impact the customer support team. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

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

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

JANUARY 16, 2023

(CMSWire) Customer-facing brands have placed a renewed interest in customer experience as a top priority over the past two years. Customers are also demanding that brands enable them to control their own narrative throughout the customer journey. Customers love it when you know and understand them.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43