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

ShepHyken

JULY 4, 2023

However, it did make studying easier. 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. I didn’t have to spend time memorizing formulas.

Customer Service 340

Customer Service Customer Support Technology Personalization 340

Kayako

APRIL 12, 2022

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Having high-performance customer service is essential for any company, regardless of industry. Check out these five case studies that will help you improve this process in your business.

Customer Service 114

Customer Service Self service Education Technical Support 114

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. Most customer support agents care.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. 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

MARCH 25, 2019

My Comment: Here are some of the latest stats and trends in the customer experience world. ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. Retail Customer Experience) Here are three examples of what caring looks like up close and personal. ” Key findings from the report.

Customer Service 288

Customer Service Surveys Customer Experience Customer Support 288

ShepHyken

NOVEMBER 1, 2020

5 Customer Experience Strategies That Will Make Your Business Conversion Friendly by Dhaval Sarvaiya. CustomerThink) This is the era of customer experience. A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Customer Service 280

Customer Service Customer Support Self service Customer Experience 280

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

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

TeamSupport

APRIL 15, 2021

To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. This dramatically reduces the burden on customer support agents from repeatedly answering simple customer questions. Enhanced Customer Support. Artificial intelligence (AI) and Machine Learning.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We liked the personalized training that came with it. The solution? VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Acquire BPO

AUGUST 28, 2024

But, as soon as a customer experiences frustration, a sour experience can start to chip away at long-term loyalty–or, even worse, cause the customer to completely abandon the brand. Nearly 50% of consumers said they have negative feelings about companies relying more on AI for customer support. Consumers are 2.5X

Chatbots 98

Chatbots Business Process Outsourcing Surveys Customer Support 98

ShepHyken

NOVEMBER 4, 2016

Through real-time service, customer support agents can resolve customer queries on the go when the customer browses the company’s website. Studies by Forrester Research have shown that “ Many online customers want help from a live person while they are shopping online; in. Organizations.

Analytics 318

Analytics B2B Technology Enterprise 318

Fonolo

MAY 23, 2023

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. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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

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. Know your customers.

B2B 105

B2B Customer Support Self service Big data 105

NobelBiz

OCTOBER 31, 2023

When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. Here is a short infographic for some of the findings.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

SEPTEMBER 28, 2020

New Study Finds 3 Top Priorities For CX Leaders by Brian Stucki. Forbes) In a study led by IDC’s Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs.

Customer Service 206

Customer Service outsourcing Contact Center Customer Support 206

ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding.

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. Companies that can deliver on personalization are able to deliver value that makes price less relevant and fosters return business.

Customer Service 237

Customer Service Marketing Personalization Customer Experience 237

Creative Virtual

APRIL 21, 2022

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

JANUARY 7, 2019

My Comment: I’ve been studying and writing a lot about the subscription model over the past year. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience.

Customer Service 269

Customer Service Chatbots Contact Center Call Center 269

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

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. What Is Customer Service Automation?

Customer Support 98

Customer Support Interactive Voice Response Chatbots Self service 98

ShepHyken

JULY 7, 2024

The Opportunity in a Customer Experience Slump by Greg Kihlstrom (CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Do you have a strong customer experience strategy?

Customer Service 216

Customer Service Best practices Marketing Customer Experience 216

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

MARCH 20, 2023

My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions. So the question is, “Will ChatGPT replace the customer support agent?”

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

ShepHyken

FEBRUARY 3, 2020

Ideas on customers’ desire for “instant gratification,” personalization, social responsibility and more are covered. Loyal customers buy more often, spend more and will even talk about you to their colleagues and friends. Who doesn’t want customer loyalty? Great “food for thought.”

Customer Service 241

Customer Service Entertainment Technology Customer Experience 241

ShepHyken

NOVEMBER 25, 2024

A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” My Comment: Customer support is going to get better!

Customer Service 180

Customer Service Contact Center Customer Experience Call Center 180

Callminer

FEBRUARY 23, 2021

. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal. “Too often, customer service is seen as a separate unit, triggered when something goes wrong and customers complain.

Call Center 376

Call Center Technology Banking Contact Center 376

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

ShepHyken

DECEMBER 13, 2021

Study: Bath & Body Works, Ace Hardware Among Retailers With Best Reputations by Marianne Wilson. Chain Store Age) Customer service can make — or break — the shopping experience. The study, which examined 3.7 ultimate.ai) Level up your customer support in 2022. Sounds simple, but doesn’t mean it’s easy.

Customer Service 216

Customer Service Call Center Customer Experience Customer Support 216

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Self-service: Intelligent chatbots integrated with your knowledge base, help center, or customer support database help deliver accurate, consistent information to your customers.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

JULY 31, 2020

Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. Give Personalization with Live Chat.

Customer Experience 223

Customer Experience Customer Service Chatbots Upselling 223

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