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 183

Customer Support Self service Journey mapping Wait times 183

ShepHyken

NOVEMBER 14, 2024

Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time. On average, AI-powered tools shorten customer interactions by 39%. of companies use these tools, with an additional 44.1% Content generation for customer self-service, with 51.7%

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

ShepHyken

FEBRUARY 12, 2024

What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

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!

Self service 142

Self service Contact Center Chatbots Consulting 142

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 332

Customer Service Self service CRM Customer Support 332

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

Help Scout

MAY 18, 2021

Further, chat tends to have the highest levels of customer satisfaction of any support channel at 73% – versus 61% for email and 44% for phone. If you’re considering adding chat to the channels where you offer support, start your search by reviewing this list of the 11 best live chat tools. How does live chat work?

Customer Support 116

Customer Support Chatbots Self service Analytics 116

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 174

Customer Support Customer effort Self service Metrics 174

CSM Magazine

MARCH 20, 2025

However, effective setup requires careful planning, budgeting, and the right tools. Ask yourself questions like: Will the call center focus on customer support, sales, or both? Are you aiming to improve customer retention, increase sales, or address specific business challenges? Ready to make your call center amazing?

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

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 241

Personalization Self service Chatbots Customer Support 241

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

Self service 105

Self service Surveys Customer Support Customer Service 105

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

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 .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

TeamSupport

SEPTEMBER 8, 2022

You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe. Self-service is the DIY of the digital epoch. Self-service checklist.

Self service 98

Self service B2B Customer centricity Customer Support 98

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

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. Just be careful about losing the connection you have with your customers. But it goes beyond just ordering merchandise.

Self service 413

Self service Consulting Consulting Surveys 413

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

NOVEMBER 27, 2023

.” The answer or response suits what the customer needs better. While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. How can AI help make customer support agents more efficient?

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

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

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 331

Customer Experience Call center experience Chatbots Self service 331

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

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.

Self service 104

Self service Chatbots Metrics Surveys 104

TechSee

MARCH 11, 2025

For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.

Customer Service 109

Customer Service Education Self service CRM 109

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

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. Give Your Employees the Best Customer Service Apps. Strategies.

Customer Service 371

Customer Service Chatbots Education Feedback 371

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. Live engagement tools are a boon for contact centers to handle such scenarios.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans. That’s what we all fear.

Contact Center 289

Contact Center Self service Banking Airlines 289

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

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

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

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. Regularly revisit and adjust your milestones to reflect customer feedback and shifting priorities. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Invest in the right tools. Pun intended!)

Customer Service 330

Customer Service Entertainment Coaching Self service 330

ShepHyken

JUNE 4, 2021

The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR. Conclusion.

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First call resolution Management Chatbots Self service 213

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

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? What is ticket deflection?

Customer Support 98

Customer Support Self service Chatbots Wait times 98

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 178

Customer Service Self service Surveys Contact Center 178