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 187

Customer Support Self service Journey mapping Wait times 187

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Cost per Automated Chat Evaluates cost savings from AI-driven self-service.

Self service 64

Self service Chatbots Analytics Contact Center 64

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace.

Self service 52

Self service Best practices Wait times Feedback 52

ShepHyken

NOVEMBER 5, 2024

Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction. Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations.

Customer Service 187

Customer Service Wait times Self service Technology 187

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights!

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Self service Contact Center Chatbots Consulting 142

ShepHyken

MAY 10, 2021

8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers? And number five is to “Create Self Help Portals.”

Customer Service 403

Customer Service Customer Support Surveys Self service 403

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.

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Customer Service B2B Sales Self service 187

ShepHyken

FEBRUARY 12, 2024

Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. Venk brought up a concept known as the Ikea Effect.

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Brand ambassadors Contact Center Healthcare Self service 393

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

Zappix

JANUARY 21, 2025

Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. For more information on how Zappix is transforming customer engagement, visit www.zappix.com.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 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 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 333

Customer Service Self service CRM Customer Support 333

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.

Self service 266

Self service Chatbots Feedback Customer Service 266

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?… Smarter self-service options. while easing the burden off your support agents.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

NOVEMBER 8, 2016

Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.

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Chatbots Self service Technology Customer Support 302

ShepHyken

SEPTEMBER 7, 2021

Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication). Virtually every service experience starts as self-service. Why should companies undergo a digital transformation?

Self service 54

Self service B2C Customer centricity B2B 54

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

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Self service Virtual Agent Chatbots Analytics 100

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 248

Personalization Self service Chatbots Customer Support 248

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.

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Customer Support Surveys Inbound sales Construction 160

ShepHyken

NOVEMBER 14, 2024

of companies actively use generative AI to interact with customers, with an additional 22% running pilot programs. Content generation for customer self-service, with 51.7% Currently, 46.2% The top use case? of businesses already leveraging this capability and another 37.6% testing it.

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Overview of Customer Support Challenges Managing customer support without a dedicated system can be chaotic.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

ShepHyken

JULY 26, 2022

He shares how companies can use AI and technology to help customer support agents and customers find the best resolution. Top Takeaways: A lot of people think that AI is all about deflecting customers away from support agents.

Real estate 373

Real estate Self service Customer Service Technology 373

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

DECEMBER 28, 2018

Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. Far more inclined to tap a forum or FAQ page for answers, they have downright driven the decision for companies to beef up their self-service portals. Compare that with 10-15 hours of screen time! Let’s go!

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Customer Service Self service Customer Support Scripts 263

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

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Self service B2B SaaS Enterprise 213

ShepHyken

APRIL 2, 2021

When communicating with angry customers , don’t let this misconception cloud how you approach the situation. Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. Misconception #2: Customers only want self-service options. In the U.S. of all sales.

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Customer Service Self service Metrics Average Handle Time 300

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Some companies have mastered self-service, while others are lagging.

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Customer Service Airlines Self service CRM 220

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. No disruptions in service due to time differences. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. Agents can address problems as they arise, preventing escalation and ensuring customer satisfaction.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Do you want happier customers? Yes and yes!)

Customer Service 138

Customer Service Self service Surveys Scripts 138

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

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Upselling Self service Best practices Customer Support 307

ShepHyken

JANUARY 11, 2023

You can’t have a consistent and predictable CX without an EX to support it. . Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs?

Customer Experience 337

Customer Experience Call center experience Chatbots Self service 337

ShepHyken

MARCH 12, 2021

All communication must, instead, take place digitally––even self-service. It has a lot to do in the B2B landscape as well as it connects business with customers in the era of social distancing. Your leads and customers have become totally comfortable with remote buying and self-service for support requests.

B2B 388

B2B Journey mapping B2C Telecommunications 388

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Consider how easy it is to order from Amazon, Walmart, Target or other online retailers that have a streamlined process.

Self service 416

Self service Consulting Consulting Surveys 416

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

ShepHyken

NOVEMBER 20, 2020

These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Strategies. Like live chat, you can add chatbots to all websites.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

NOVEMBER 1, 2020

All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. Customer Support Through The Eyes of Consumers in 2020 by Hiver.

Customer Service 277

Customer Service Customer Support Self service Customer Experience 277

AWS Machine Learning

JULY 1, 2024

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Conclusion In this post, we discussed the significance of generative AI-powered chatbots in customer support systems. Delete the Amazon Lex bot you created.

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Self service Chatbots Accountability Finance 113