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 174

Personalization Customer Experience Chatbots Metrics 174

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. In addition, visual capabilities can help the customer choose the best product that fits his physical environment, to personalize the sales process and avoid NFF returns.

CRM 164

CRM Personalization Self service Sales 164

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

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Call flow 141

Call flow Sales Technical Support APIs 141

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. But what is personalized customer service?

Personalization 167

Personalization Customer Service Self service Feedback 167

Toister Performance Solutions

NOVEMBER 14, 2024

Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone. This includes contact center agents, customer support representatives, and office receptionists. Why is it important?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Callminer

FEBRUARY 23, 2021

Video chat assistance is on the rise. “FaceTime video chatting was just the beginning. Video customer service is coming. Requests are coming in from clients who want to offer video customer service. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

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

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. But what is personalized customer service?

Personalization 148

Personalization Customer Service Self service Feedback 148

Toister Performance Solutions

MARCH 29, 2025

Managing Customer Expectations focuses on these skills: Identifying situations expectations should be managed Creating expectation management strategies Helping customers adjust unreasonable expectations The course is ideal for anyone working in customer service. This training plan uses a unique approach to training videos.

Management 82

Management Education Coaching Best practices 82

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?… Don’t just consider ease of accessibility for your “average” customer. Click To Tweet.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

TechSee

MARCH 11, 2025

Churn Prevention – Instant AI-powered insights resolve problems before customers consider canceling. This is particularly important when customers face setup or troubleshooting challenges. Reduce Fiction with Visual AI for Troubleshooting – AI-driven image and video analysis helps agents diagnose issues remotely.

Customer Service 109

Customer Service Education Self service CRM 109

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. Voice and Video Calls .

Customer Service 348

Customer Service Morale Management Customer Support 348

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 235

Customer Service Marketing Personalization Customer Experience 235

Nicereply

OCTOBER 21, 2021

When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Support communication has evolved. Texts, for example, are fast and personal but harder to convey complex solutions or steps like an email. Google Podcasts.

Scripts 98

Scripts Customer Support Personalization Customer Experience 98

ProProfs Blog

DECEMBER 24, 2019

“Why do website visitors give low ratings to our live chat support?”. What should I do to improve customers’ experience on my website?”. How can I get the most out of my live chat for customer support?”. Use proactive chat invitations to boost customer support service. Thank you for your patience. .

Best practices 120

Best practices Customer Support Sales CRM 120

VirtualPBX

JUNE 22, 2021

This week we want to thank our customer, 1st Classic Transportation, for participating in our new case study video that shows how successful the company has been in using its phone system to power through the economic slowdown caused by COVID-19. Your browser does not support the video tag. “I

Transportation 99

Transportation Customer Support Personalization Sales 99

Nicereply

JULY 20, 2021

Stay calm, be cool, and stick with the person-to-person etiquette, and thrive in the professional space. One of the biggest pitfalls for businesses across the globe is the declining customer retention rate. Businesses make it their goal to increase their customer base, but forget to retain the existing customers.

Personalization 105

Personalization Customer retention Customer Support 105

Beyond Philosophy

FEBRUARY 2, 2024

Language holds a pivotal role in shaping your customer experience. Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

AWS Machine Learning

MAY 9, 2024

In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support.

Engineering 131

Engineering Customer Support APIs Government 131

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

ShepHyken

MAY 11, 2018

Apart from convenience, the one factor that will define and underline customer loyalty is personalization. Today’s customer expects a business to understand him or her fully and suggest or recommend service/product options. Everyone, including you and me, love the personalization.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service. Foster togetherness.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

TechSee

NOVEMBER 17, 2022

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging. User Privacy.

Customer Support 109

Customer Support Accountability Consulting Consulting 109

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. In July, TD Bank released a YouTube video ( [link] ) which got 4 million views in just 5 days. I’m a TD Bank customer, and a strong, supportive advocate for the brand.

Marketing 186

Marketing Banking B2C Consulting 186

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

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat. Help Scout Best live chat tool for complete customer service.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

CSM Magazine

DECEMBER 3, 2024

Let’s explore 15 must-have customer support apps to take your Zendesk experience to the next level. Proactive Campaigns for Zendesk: Engage Before They Ask Why wait for customers to reach out when you can proactively address their needs? With its detailed analytics, you’ll always know where to improve.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support.

Chatbots 59

Chatbots CRM Personalization Analytics 59

CSM Magazine

JANUARY 20, 2025

Instant communication, visual options (images, videos), and the ability to respond anytime, anywhere, make it one of the most customer-friendly channels available today. Whether youre running a small business or managing a large team, implementing a shared inbox elevates your customer support game.

Customer Service 52

Customer Service Metrics Accountability Analytics 52

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. These assistive technologies provide employees with hints, prompts, tips and even personalized promotions based on real-time, dynamic interpretation of what the customer needs or would find appealing.

Contact Center 289

Contact Center Self service Banking Airlines 289

ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Beyond Philosophy

FEBRUARY 8, 2024

My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. Training people on phrases to use or ones not to use, as the case may be, will affect customer interactions.

Scripts 195

Scripts Consulting Consulting Personalization 195

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Reduces Customer Support Costs Customer education equips people to solve their problems without requiring assistance.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . CRM tools are increasingly incorporating social media into their customer support modules. It also enables personalized content delivery through email and landing pages.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265