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 273

Customer Support Customer effort Self service Metrics 273

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 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

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. ” “AI will cause jobs to shift.

Customer Service 183

Customer Service Wait times Self service Technology 183

ShepHyken

OCTOBER 14, 2022

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. However, this is only possible if they are trained the right way. .

Customer Service 191

Customer Service Customer Support Marketing Metrics 191

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

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 206

Customer Support Surveys Customer Service Personalization 206

ShepHyken

SEPTEMBER 8, 2021

An employee can be good at the technical side of the job – and care about the company – but be terrible when it comes to dealing with the customer. I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. A couple of suggestions here.

Personalization 420

Personalization Customer Support Sales Customer Service 420

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 183

Customer Service B2B Sales Self service 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. Shorten the Copy.

Customer Service 395

Customer Service Customer Support Education Accountability 395

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. Topics include automation, personalization, 24/7 support, and more. Engage, Delete, Ignore or Snub? Connect with Shep on LinkedIn.

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

Personalization 165

Personalization Advertising Surveys Customer Service 165

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. This is the person I want on my side. This is the person I want on my side. He doesn’t just want to make me happy.

Sales 416

Sales Customer Service Personalization Customer Support 416

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

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

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

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

ShepHyken

JUNE 12, 2019

Here are three of them: Customer service professionals know their job. There is a reason the people in the customer support department are called professionals. They know they are hired to be on the front line and take the metaphorical punch from the customer. They are properly trained. It’s ongoing.

Customer Service 309

Customer Service Personalization Customer Support 309

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 174

B2B Customer Support Best practices Coaching 174

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 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes. In the long term.

Personalization 52

Personalization Feedback Customer Support Marketing 52

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 395

Average Handle Time Metrics Customer Support Customer Service 395

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. High Costs: Hiring and training multilingual staff is expensive and time-consuming.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

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

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. Call routing . Analytics .

call center software 206

call center software Call Center Customer Support Scripts 206

ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

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 363

Coaching Customer Support Customer Service Marketing 363

ShepHyken

JULY 8, 2024

She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.” Customer service is a team sport. There are others who support you and those whom you support.

Accountability 365

Accountability Customer Support Customer Service Personalization 365

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

ShepHyken

JANUARY 6, 2021

Personalization at a digital level is getting more personal. As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Chatbots will do more than just communicate with customers.

Chatbots 430

Chatbots Surveys Self service Personalization 430

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

ShepHyken

JULY 7, 2021

I remember the term customer experience being used as a fancy phrase to describe customer service. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Customer Service 290

Customer Service Customer Support Personalization Management 290

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was personable, genuinely cared, and I felt that she understood my problem. Great Customer Service + Confidence = Potential Customer Loyalty . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Support 382

Customer Support Customer Service Personalization 382

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. This risks ruining the customer experience and hurting the companys overall performance.

Customer Support 52

Customer Support Finance Accountability Personalization 52

ShepHyken

AUGUST 21, 2023

To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156