ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 274

Customer Support Customer effort Self service Metrics 274

Wowdesk Blog

JUNE 22, 2020

Almost every business had the question of increasing the productivity of customer support staff at some point. However, it is quite difficult to increase the support team’s productivity without increasing their stress and work hours. Once done, it becomes possible to see both the support staff and customers happy.

Customer Support 80

Customer Support Customer Service Personalization 80

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

JANUARY 10, 2023

As an online casino owner, providing great customer support is key to success. It doesn’t matter if you are offering the most attractive bonuses or new games—if customers don’t have a top-notch experience with your service, they won’t come back. Gather customer feedback.

Customer Support 52

Customer Support CRM Self service Customer retention 52

delighted

FEBRUARY 26, 2024

In this post, we’ll cover the basics of NPS, best practices, examples, and tips for the most effective NPS email surveys. NPS is a customer experience metric that measures loyalty with the survey question: “How likely are you to recommend us to a friend or colleague? That said, be mindful of the time zone your customers are in.

Surveys 99

Surveys Best practices Feedback Personalization 99

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

ProProfs Blog

JULY 3, 2019

Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition. 9 Amazing Tips on How to Chat With Customers Online.

Customer Support 95

Customer Support Best practices Wait times Personalization 95

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Find tips to fix that in the next section.

Customer Service 397

Customer Service Customer Support Education Personalization 397

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

JULY 3, 2020

You can achieve that by providing the best customer service possible. Great customer service has the power to leverage your e-commerce brand in ways that you could not imagine. In this post, we will walk you over the nine best tips on how to maximize your e-commerce customer service. Offer 24-Hour Phone Support.

Customer Service 306

Customer Service Multichannel CRM Advertising 306

CSM Magazine

OCTOBER 21, 2024

A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty. In this blog post, we will explore some essential tips for delivering the best customer experience that can help your business thrive.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

Nicereply

OCTOBER 4, 2021

We all need to make more effort to show up in other people’s lives in ways that are supportive and enriching. If you work in a customer support segment you’re probably familiar with the celebration of Customer Support Week. There are many ways how you can appreciate your customer support workers.

Customer Support 98

Customer Support Personalization Customer Service Management 98

TeamSupport

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

Customer Support 80

Customer Support Management Morale Personalization 80

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. That’s exactly what we’re going to unpack in this article.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 175

Customer Support Customer effort Self service Metrics 175

JustCall

JULY 31, 2024

In fact, 72% of customers still prefer if brands communicate with them via email. But most companies still only use labels and filters to personalize and manage their emails. How can a shared inbox simplify support communications? Shared inboxes can be immensely powerful for customer support teams.

Customer Support 52

Customer Support Management Coaching Metrics 52

ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Today’s customer support landscape is more than just email. See social media as proactive support.

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

ProProfs Blog

JUNE 5, 2020

The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. These tips will help you keep your business operations afloat and make you ‘ live to fight another day ’. . Insightful Customer Service Tips During Coronavirus Pandemic.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

ShepHyken

SEPTEMBER 9, 2024

Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership? How can organizations best empower customer support agents? Top Takeaways Customer service has evolved from being a cost center to a hidden profit center.

Customer Service 216

Customer Service Contact Center Customer Support Personalization 216

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

ChurnZero

JULY 6, 2021

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. . A: I was looking for jobs in Customer Support when I stumbled upon ChurnZero.

Customer Support 98

Customer Support Sales Marketing Management 98

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Personalization 87

Personalization Customer Service Brand ambassadors Contact Center 87

Nicereply

JUNE 3, 2021

Although you may or may not have adopted chatbots yet, this piece will give you an introduction to them, explain how your business can utilize this technology, and provide some tips on how to avoid common mistakes. But that really does help your customer service team out. Tips for Avoiding Common Chatbot Pitfalls.

Chatbots 52

Chatbots Customer Support Management Feedback 52

Kayako

NOVEMBER 1, 2016

Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. You must be able to satisfy the wants and needs of your customers.

Customer Support 55

Customer Support Personalization Education Accountability 55

Nicereply

JANUARY 5, 2021

Take the time to make sure your support team is happy and have the resources they need to do their job. Customer support never stops and it still should be on your priority list for the next year. It’s not just about spending the most money on support but making the most of the resources you have available to you.

Customer Support 59

Customer Support Construction Surveys Feedback 59

TeleDirect

OCTOBER 25, 2023

These abilities provide call centers with tremendous opportunities to improve customer support. It can direct the agent to each step required to resolve the customer’s pain point. That’s just the tip of the iceberg of the many benefits AI brings to call centers. It even considers personalities.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

CSM Magazine

NOVEMBER 13, 2023

Happy customers not only stick around but become brand advocates, spreading the word like wildfire. So, how do you ensure you’re treating your customers right? Here are four pro tips to guide you on this journey. Customers want prompt, effective solutions, and they want them on their terms.

Customer centricity 59

Customer centricity Feedback Customer Support Personalization 59

NobelBiz

SEPTEMBER 26, 2023

According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. By personalizing these phone systems, businesses can foster more meaningful relationships, understand customer needs better, and increase overall satisfaction.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

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

Wowdesk Blog

MARCH 31, 2020

You need a loyal league of customers to ensure the smooth running of your business. Customer support service thus becomes an integral part of your overall development. . The best customer service system makes sure that your customer queries are handled in a more organized way. Customer queries can pop out of blues.

Customer Support 66

Customer Support Technology Customer Service Surveys 66

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… TIP: A Visual IVR is a great alternative to a phone menu. Click To Tweet. Bio-authentication.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

Fonolo

AUGUST 24, 2021

Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. 8 tips for creating an ideal call center environment. Here are some tips to improve your call center environment: 1.

Call Center 148

Call Center Morale Best practices Contact Center 148

TeleDirect

OCTOBER 23, 2023

Call forwarding for business provides your clients with the best customer experience possible. For some clients, that means 24/7 support. Why Responsiveness Matters in Customer Support Good customer service and support require a human touch. Now, each customer is heard. want more human interaction.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

ProProfs Blog

OCTOBER 16, 2020

An anonymous survey helps Stella to capture the survey feedback, without collecting their personal information like name, phone number, email, etc. 9 Proven Tips and Tricks to Create an Anonymous Survey. Bonus Tip (Well.it’s a surprise!). 9 Proven Tips to Create an Anonymous Survey. #1. Benefits of an anonymous survey.

Surveys 158

Surveys Construction Personalization Feedback 158

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