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

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 186

Customer Service Self service Personalization Customer retention 186

CSM Magazine

JANUARY 28, 2025

Accessible Knowledge Centers Faster than contacting customer support, customers can now tap into a wealth of online resources – think informative guides and knowledge bases, troubleshooting walk-throughs, and FAQ sections – designed to set them straight.

Education 52

Education Upselling SaaS Self service 52

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.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My Comment: The popular term used to describe AI-infused customer support is intelligent customer experience.

Customer Service 166

Customer Service Advertising Chatbots Self service 166

ShepHyken

AUGUST 14, 2023

The following tactics improve your search engine rankings and enhance the customer experience. I asked the salesperson how easy it is to get customer support. Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #4: Create self-service content ASAP. And self-service content shouldn’t be static.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

NOVEMBER 22, 2023

Workshops – In these hands-on learning opportunities, in the course of 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. Also, hear how Flip AI built their own models using these AWS services. Reserve your seat now!

Engineering 138

Engineering Best practices APIs Government 138

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

The Northridge Group

JULY 20, 2023

In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

HGS

MAY 27, 2015

In a recent article, Vicki Jenkins , principal analyst at Nelson Hall, referenced how HGS’s Customer Excellence Centre London is delivering customized customer support programs capitalizing on location and demographic advantages. Training, Training, and More Training. Knowledge Is Power.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Solvvy

NOVEMBER 18, 2019

If you’ve been nice, Santa and his elves are beavering away in their workshop trying to make your dreams come true. To get unstuck, Adore Me handles the simple, repetitive customer issues with Solvvy. They’ve realized a 50% self-service rate with 75,000 customer issues resolved and $400,000 in cost savings.

Customer Support 9

Customer Support Self service Morale Employee engagement 9

Mindtouch

APRIL 12, 2018

Just 100% customer success fanaticism. “ #CustomerSuccess is the cool place to be” - John Jester, VP Worldwide Customer Success at #Microsoft #Pulse2018 — Gainsight (@GainsightHQ) April 10, 2018. Day 1 Workshop – Leverage Tech-Touch to Drive Customer Value at Scale. Customer success is alive and well!

Self service 63

Self service Engineering Surveys Customer Support 63

Calabrio

OCTOBER 20, 2020

To meet the needs of modern businesses, national and local governments, we’ve prioritized the changing necessities and priorities for our teams and customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers. The Power of People.

Government 82

Government Coaching Self service Contact Center 82

Mindtouch

APRIL 19, 2018

The data, which I’ll dig into below, provides valuable insights into the role of Customer Success Manager (CSM), the prevalence of organizational silos , and the desperate need some organizations have for a better content model. Customer Success is relatively new. The Customer Success Manager ecosystem is still very much reactive.

Self service 48

Self service Customer centricity CRM Customer Experience 48

NobelBiz

OCTOBER 24, 2023

Each touchpoint is an opportunity for the brand to make an impression and create a positive customer experience. Agent-assisted support via phone. Self-service web portal for issue resolution. Chat support for real-time assistance. Social media engagement for customer feedback.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Calabrio

OCTOBER 20, 2020

To meet the needs of modern businesses, national and local governments, we’ve prioritized the changing necessities and priorities for our teams and customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers. The Power of People.

Government 52

Government Coaching Self service Contact Center 52

Creative Virtual

OCTOBER 24, 2019

My session, titled Smart Self-Help for a Seamless, Omnichannel Customer Experience , will take a look at the top trends impacting APAC CX practitioners and the challenge of delivering the right information on the right channel at the right time for customers.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Select VoiceCom Blog

AUGUST 1, 2023

Collecting and reporting customer data and metrics A customer service team can continuously refine processes and provide better customer support by leveraging data. They track customer satisfaction, response times, issue resolution rates, and other relevant metrics.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

delighted

SEPTEMBER 20, 2019

Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. We live in a self-service time.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

CSM Magazine

DECEMBER 11, 2023

By meeting the on-demand, self-service expectations digital consumers have today, chatbots drive higher satisfaction and loyalty. Now that we’ve covered the significant benefits chatbots offer customers, let’s dive into the key factors to consider.

Chatbots 52

Chatbots outsourcing APIs Wait times 52

REVE Chat Blog

NOVEMBER 21, 2019

Create a process to deliver customer support with the right channel. It could be a self-service portal, live chat support or co-browsing as well. Collect customer feedback and continuously improve your customer support processes. Identify the areas where they may need your assistance.

B2B 77

B2B Best practices Sales Education 77

Hodusoft

JULY 3, 2024

6 Onboarding and Support Enterprise contact center software provides personalized onboarding, training and workshops, dedicated account manager, and ongoing support. Regular contact center software provides limited onboarding and support options. Some of the pros of Nextiva include: Unlimited calling within the U.S.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

Creative Virtual

DECEMBER 11, 2019

This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! If you missed any, be sure to check them out: #CXDay: Serving Your Customers a Customer Support Experience – By Mandy Reed.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Sending regular reminders : Regularly remind customers to monitor their account activity closely for signs of fraud and to report any suspicious transactions immediately.

Contact Center 52

Contact Center Engineering Education Banking 52

AWS Machine Learning

JANUARY 26, 2024

After you and your teams have a basic understanding of security on AWS, we strongly recommend reviewing How to approach threat modeling and then leading a threat modeling exercise with your teams starting with the Threat Modeling For Builders Workshop training program.

Best practices 139

Best practices Government Engineering Accountability 139

Amity

JANUARY 11, 2017

Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. Can you give us a brief overview of Customer Success at test IO?

Engineering 99

Engineering Management Metrics Feedback 99

Vistio

APRIL 2, 2022

” The other thing that I do is hold in-person meetings, and conferences, and workshops now that we’re getting to a safe way that we can do that again, so that again, leaders can meet in person. And the regions that they’re going to be servicing for customer support are similar.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ShepHyken

APRIL 6, 2025

The first article in this weeks Top Five roundup features a recap of how culture, AI, and leadership work to create the best experience (for both employees and customers). Only the fifth one touches on the problems with staff not being properly trained or the need for more people to support live customer support calls or chats.

Customer Service 190

Customer Service B2C B2B Self service 190

ShepHyken

JANUARY 19, 2025

Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, If your provider cant offer you a route for assisted service, stop investing because its a failed strategy.

Customer Service 180

Customer Service Government Chief Customer Officer Contact Center 180