ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. 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.

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Self service Consulting Consulting Surveys 417

Creative Virtual

MARCH 31, 2022

Customer service and CX expert, Shep Hyken recently published his 2022 ACA Study: Achieving Customer Amazement – download a full copy of the report here – which explores the state of customer service and customer experience. Human interactions are still essential to a positive experience, of course.

Self service 105

Self service Surveys Customer Support Customer Service 105

ROI CX Solutions

APRIL 29, 2025

AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries. From chatbots that instantly handle inquiries to advanced analytics that forecast customer needs, AI is unlocking new levels of efficiency, personalization, and satisfaction. The result?

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

Customer Service 139

Customer Service Self service Surveys Scripts 139

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.

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

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. Try using NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. They trust each other more than a faceless support agent or company “agenda.”.

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Customer Service Self service Customer Support Scripts 265

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Self service Virtual Agent Customer centricity Chatbots 109

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

Customer Service Life

MAY 11, 2022

Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. Understanding the Key Metrics for Self-Service.

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Self service Chatbots Metrics Surveys 104

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. This article shares the top customer support center metrics to pay attention to.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. This is a perfect example of the modern customer support experience. And this part is important.

Customer centricity 241

Customer centricity Chatbots Self service Feedback 241

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 301

Chief Customer Officer Call Center Consulting Consulting 301

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

delighted

MAY 4, 2022

If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important? Self-service solutions save time.

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Self service Abandon rate Surveys Feedback 82

ShepHyken

JULY 5, 2019

Offer a self-service solution. You do not need to talk on the phone, live chat, or email with a customer in order to provide good support. With self-service tools, like a knowledge base software , you can communicate answers to questions in a fast and more efficient manner – no human intervention required.

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Feedback Self service Best practices Scripts 315

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.

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Customer Support Education Self service Surveys 98

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.

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Self service Call Center Interactive Voice Response Chatbots 87

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. .

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Customer Support Benchmark CRM Chatbots 117

TeamSupport

APRIL 15, 2021

Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Enhanced Customer Support.

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Omni-channel support Customer Support Technology B2B 106

ProProfs Blog

DECEMBER 26, 2019

For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience. Every support team has to deal with two distinct types of customers B2B and B2C.

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B2C B2B Customer Support Social media contact 113

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

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Customer Service Self service Customer retention Surveys 159

TechSee

AUGUST 6, 2020

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

ShepHyken

FEBRUARY 1, 2022

Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. Customer support teams are under pressure.

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Average Handle Time Chatbots Self service Customer Support 190

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Good customer service can prevent returns.

Surveys 107

Surveys Entertainment Education Self service 107

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

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

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

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Customer Support Customer retention Chatbots Metrics 102

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? Personalize the ‘Self-Service’ Experience.

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Personalization Customer Service Self service Feedback 167

TechSee

OCTOBER 16, 2018

As the IoT matures, and the range and complexity of connected devices multiplies, there is a need for new approaches to support IoT device onboarding. Companies have taken notice of consumer preference for self-service. Enter AI-powered self-service solutions for smart home IoT onboarding. Traditional self service.

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Self service Wireless Chatbots Entertainment 138

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.

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Customer Service Chatbots Self service Customer Care 172

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Help Scout

MAY 18, 2021

The 11 best live chat tools for customer support If you’ve decided that you need a new tool for offering chat support, get started on your research with our list of the 11 best live chat tools. Help Scout Best live chat tool for complete customer service.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Ticket Volume. Ticket Backlog.

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Customer Support Metrics Feedback Accountability 97

TechSee

JUNE 23, 2021

Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay. The Game-changing Benefits of Remote Visual Assistance.

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Self service Enterprise Upselling Technology 168

CSM Magazine

JANUARY 8, 2025

Understanding HubSpot Customer Service Software HubSpot Customer Service Software is part of HubSpots integrated suite of tools, tailored to help businesses streamline their customer support processes. This eliminates communication gaps and boosts operational efficiency.

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Customer Service Self service Enterprise Wait times 52