ShepHyken

MARCH 5, 2021

With Privy, you can capture the visitor’s email and leverage that for various personalized campaigns like cart abandonment, special discounts, etc. Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback. You never have to switch back and forth browser tabs.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

ShepHyken

JANUARY 28, 2025

However, todays customers want a personalized experience. Even Amazon has live customer support. I stand by something I said years ago: The greatest technology in the world cant replace the ultimate relationship-building tool between a customer and a business: the human touch. Dont confuse the two.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

ShepHyken

NOVEMBER 5, 2024

What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?

Customer Service 183

Customer Service Wait times Self service Technology 183

ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. But there’s a small problem.

Customer Service 395

Customer Service Customer Support Education Accountability 395

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 227

Personalization Customer Experience Chatbots Metrics 227

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

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

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

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

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Call routing .

call center software 206

call center software Call Center Customer Support Scripts 206

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

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

ShepHyken

NOVEMBER 25, 2024

This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. My Comment: Customer support is going to get better!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

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 183

Customer Support Self service Journey mapping Wait times 183

CSM Magazine

JANUARY 3, 2025

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Retention Rates: Empathy builds loyalty.

Customer Support 52

Customer Support Surveys Feedback Metrics 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

CSM Magazine

MARCH 20, 2025

However, effective setup requires careful planning, budgeting, and the right tools. Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Ready to make your call center amazing?

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 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

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

CSM Magazine

DECEMBER 12, 2024

Customer support is a challenging area of work. Customer support in iGaming presents several unique challenges that affect how support workers and entire teams approach their work and serve each customer. Below, well explore these challenges in closer detail.

Customer Support 52

Customer Support Finance Accountability Personalization 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

Interactions

NOVEMBER 11, 2024

Today’s customers expect immediate, personalized, and frictionless experiences, whether they’re browsing online or walking through a physical store. This means ensuring that empathy is embedded in every customer interaction. This makes it easier for companies to scale customer support without having to overhaul everything.

Personalization 62

Personalization Technology Enterprise Contact Center 62

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

TeleDirect

JANUARY 20, 2025

Artificial Intelligence and Automation Artificial intelligence (AI) has transitioned from a supporting role to a central pillar in US-based call center operations. These centers now utilize AI-driven tools to manage routine inquiries through chatbots powered by natural language processing (NLP).

Call Center 118

Call Center Big data call center workforce Technical Support 118

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Alexa Lemzy is the Customer Support &?Content

Customer Service 348

Customer Service Morale Management Customer Support 348

ShepHyken

OCTOBER 30, 2020

The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. 1 Voice Technology Helps Keep Things Personal.

Technology 267

Technology Customer Service Personalization Chatbots 267

ShepHyken

APRIL 30, 2021

Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? . Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:?

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. Second: CX Is More Than Just Customer Service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

CSM Magazine

FEBRUARY 6, 2025

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business.

Customer Support 52

Customer Support Chatbots Call Center Coaching 52

ShepHyken

JUNE 19, 2019

Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. So, here is a list of areas with opportunities to eliminate friction and displeasure for the customer: Duration: How long do we make customers wait?

Customer Service 332

Customer Service Self service CRM Customer Support 332

ShepHyken

JULY 1, 2020

If it’s good for the customer, then it’s worth considering. Just be careful you don’t lose the personality of your company. The best companies have figured out the balance between a digital or automated experience and an in-person experience. Many customers want and need to have an interaction with employees.

Self service 413

Self service Consulting Consulting Surveys 413

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 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 Healthcare 127

ShepHyken

NOVEMBER 27, 2023

The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues. Generative AI and advanced search technologies can help build unique customer experiences. How does Artificial Intelligence enable personalization?

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

TechSee

MARCH 11, 2025

For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier. In customer service, AI-driven platforms like TechSee’s Sophie AI redefine engagement.

Customer Service 109

Customer Service Education Self service CRM 109