ShepHyken

FEBRUARY 16, 2025

How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. In the authors words, Personalization wins loyalty. Let me count the ways!

Customer Service 201

Customer Service Journey mapping Customer Support Customer Experience 201

ShepHyken

NOVEMBER 5, 2024

If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Customers now expect companies to recognize their preferences and past interactions. Technology should empower humans, not replace them.

Customer Service 185

Customer Service Wait times Self service Technology 185

ShepHyken

FEBRUARY 18, 2025

What role does empathy play in customer service? Top Takeaways To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes. Pay attention to what customers are not telling you.

Customer Service 223

Customer Service Construction Metrics Feedback 223

ShepHyken

JANUARY 28, 2025

All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect. However, todays customers want a personalized experience. Technology Can Replace Human Interaction : Companies have tried, and it doesnt work. Even Amazon has live customer support.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution.

Customer Support 234

Customer Support Enterprise Contact Center Technology 234

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? Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.

Personalization 231

Personalization Customer Experience Chatbots Metrics 231

ShepHyken

OCTOBER 27, 2024

My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not.

Customer Service 201

Customer Service B2B Chatbots Education 201

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 391

Brand ambassadors Contact Center Healthcare Self service 391

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 Technical Support Healthcare 62

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? ” About: Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9.

Contact Center 229

Contact Center Brand ambassadors Self service Upselling 229

ShepHyken

DECEMBER 9, 2024

My Comment: Customer service is more than a department that answers questions or fixes problems. Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales.

Customer Service 185

Customer Service B2B Sales Self service 185

ShepHyken

NOVEMBER 25, 2024

Obviously, AI and technology are the “topic du jour.” by Joao Pereira (European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. to get the report.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

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 185

Customer Support Self service Journey mapping Wait times 185

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

Interactions

NOVEMBER 11, 2024

Today’s customers expect immediate, personalized, and frictionless experiences, whether they’re browsing online or walking through a physical store. It’s not just about adopting the latest technology—it’s about using it responsibly while keeping a clear focus on delivering genuine value. But it’s not just about automation.

Personalization 62

Personalization Technology Enterprise Contact Center 62

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Customer Service Trends For 2021 .

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

ShepHyken

NOVEMBER 18, 2022

She shares the benefits of having dedicated customer support in B2B organizations. The purpose of such relationships is to produce goods by one business, but not for a private person, but for another business. In the case of such a need, the best option is to turn to another company that can provide customer support soft ware.

B2B 176

B2B Customer Support Best practices Coaching 176

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. The Growing Need for AI in Customer Support 1.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

ShepHyken

JANUARY 6, 2021

Companies were forced to adopt technologies that they would have used eventually, but not for three to five more years. Personalization at a digital level is getting more personal. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. COVID-19 pushed us into the future.

Chatbots 430

Chatbots Surveys Self service Personalization 430

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Implement processes for regularly reviewing and updating customer-centric initiatives.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The goal is simple.

Average Handle Time 397

Average Handle Time Metrics Customer Support Customer Service 397

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

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

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.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

TeleDirect

JANUARY 20, 2025

The Future of Call Centers: Trends and Predictions for 2025 and Beyond As we navigate through 2025, the future of call centers in the US stands at the forefront of a technological and operational revolution. Omnichannel Communication In 2025, customers demand seamless interactions across multiple communication platforms.

Call Center 118

Call Center Big data call center workforce Technical Support 118

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

CSM Magazine

OCTOBER 22, 2024

Small and medium-sized enterprises (SMEs) are increasingly turning to tools like Salesforce for SME to streamline their operations and improve customer interactions. Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level.

Technology 52

Technology Customer Experience Chatbots CRM 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

TechSee

NOVEMBER 4, 2024

In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? This can include OCR or text analysis capabilities, and more.

Telecommunications 109

Telecommunications Personalization Customer Experience Technology 109

CSM Magazine

MARCH 14, 2025

Understanding customer sentiment enables businesses to adjust their communication approach and provide the necessary support, creating a more empathetic relationship. Personalized Customer Support One-size-fits-all customer support solutions dont always work for vulnerable customers.

Technology 52

Technology Customer centricity Chatbots Customer Support 52

Blueship Call Center

JANUARY 8, 2025

In the competitive environment of global commerce, customer support functions as a pivotal touchpoint between businesses and their customers. Many businesses worldwide are turning to Call Center Services in India to manage their customer support needs effectively.

Call Center 40

Call Center Customer Support Technical Support Education 40

ShepHyken

MARCH 12, 2021

Technology solutions are the need of the hour. 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. Accelerating connectivity through technology. Consumer interactions have changed as well.

B2B 385

B2B Journey mapping B2C Telecommunications 385

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

Blueship Call Center

FEBRUARY 10, 2025

Immediate responses, round-the-clock availability, and personalized service are no longer luxuries but necessities. For businesses aiming to thrive in this competitive landscape, providing exceptional 24/7 customer care support is paramount. E-commerce: The e-commerce industry thrives on speed and convenience.

Customer Support 45

Customer Support Healthcare Banking Customer Care 45

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 257

Customer Experience Self service Chatbots Engineering 257

TeleDirect

JANUARY 7, 2025

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126