ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

B2B 382

B2B Journey mapping B2C Telecommunications 382

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.

Customer Service 213

Customer Service Airlines Self service CRM 213

Kayako

APRIL 12, 2022

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Having high-performance customer service is essential for any company, regardless of industry. Check out these five case studies that will help you improve this process in your business.

Customer Service 114

Customer Service Self service Education Technical Support 114

ShepHyken

NOVEMBER 1, 2020

5 Customer Experience Strategies That Will Make Your Business Conversion Friendly by Dhaval Sarvaiya. CustomerThink) This is the era of customer experience. A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

Inbenta

JANUARY 8, 2020

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. This affect actions that are usually quite simple, such as managing a contract, asking for a quote or even finding the answer to a customer support request.

Self service 81

Self service Chatbots Engineering Customer Support 81

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

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. That doesn’t mean live agents are going to disappear. Pun intended!)

Customer Service 330

Customer Service Entertainment Coaching Self service 330

Mindtouch

FEBRUARY 15, 2018

Self-service for the sake of self-service just isn’t enough. Because the truth is, your self-service experience probably isn’t as good as it could be. What follows is a list of common self-service fails to avoid. Let’s start simple: good self-service content is written well.

Self service 85

Self service Customer effort Customer Support Customer Experience 85

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.

B2B 105

B2B Customer Support Self service Big data 105

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

ShepHyken

OCTOBER 1, 2024

In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce. Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options.

Customer Experience 236

Customer Experience Chatbots Self service Contact Center 236

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

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

TeamSupport

APRIL 15, 2021

To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. This dramatically reduces the burden on customer support agents from repeatedly answering simple customer questions. Enhanced Customer Support. High Touch Technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. So how can support teams of finite means and manpower reconcile these demands?

Self service 81

Self service CRM voip First call resolution 81

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

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal.

Call Center 376

Call Center Technology Banking Contact Center 376

CCNG

FEBRUARY 21, 2024

The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. In this blog, we will explore how GenAI can revolution service and support for your organization. From a customer’s point of view, chatting with an LLM is identical to chatting with a support agent.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. What Is Customer Service Automation?

Customer Support 98

Customer Support Interactive Voice Response Chatbots Self service 98

ShepHyken

APRIL 15, 2019

.” As the author points out, customers don’t want blame. Here are some suggestions on how to get your team to take ownership of their customers problems. New Study: Customer Service in the Age of Artificial Intelligence by David Wang. The only thing that is changing with customer support is technology.

Customer Service 229

Customer Service Chatbots Self service Customer Experience 229

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a whopping CAGR of 22.7%

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Inbenta

OCTOBER 30, 2024

Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments. Discover the transformative power of digital self-service for your business.

Self service 52

Self service Chatbots Engineering Technology 52

ShepHyken

OCTOBER 1, 2024

In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce. Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options.

Customer Experience 165

Customer Experience Chatbots Self service Contact Center 165

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Certifications and Courses For businesses offering complex services, structured programs that certify customers in using your products can instill expertise while building credibility in your brand.

Education 52

Education Upselling SaaS Self service 52

ProProfs Blog

AUGUST 28, 2020

However, their use alone does not guarantee a delightful customer experience. According to a recent study by Gladly , the lack of personalization makes 64% of customers feel like a ticket number. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

TeamSupport

AUGUST 3, 2020

How many times have we heard that when calling a customer support line? And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients. “Due to increased call volume, hold times may be longer than usual.”

B2B 64

B2B Customer Support Abandon rate Self service 64

JivoChat

MARCH 12, 2023

That includes customer support. Your customer support system is powering your entire business. What is Multilingual Customer Support? Let’s first take a quick look at the concept of multilingual customer support. This way, your multilingual customer support will work even better.

Education 75

Education Customer Support Customer retention Self service 75

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.

Self service 52

Self service CRM Wait times Chatbots 52

3CLogic

MAY 31, 2024

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

Self service 59

Self service Enterprise Wait times Abandon rate 59

ShepHyken

JULY 31, 2020

Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

BlueOcean

AUGUST 19, 2024

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. And that costs money.

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

BlueOcean

AUGUST 19, 2024

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. And that costs money.

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97