ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Today’s customer support landscape is more than just email. Here’s an upbeat case study. Still not sure?

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

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

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. The Growing Need for AI in Customer Support 1.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

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

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

NOVEMBER 25, 2024

A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” My Comment: Customer support is going to get better!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

PeopleMetrics

JANUARY 29, 2025

AI analyzes the responses quickly, providing strategic insights that traditionally would have required a separate market research study. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

NOVEMBER 3, 2024

Most consumers like human customer service by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

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

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

CSM Magazine

DECEMBER 23, 2024

However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported. Let Your Customer Support Team Perform to the Max!

Customer Support 52

Customer Support Morale Coaching Personalization 52

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. Most customer support agents care.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 268

Customer Support B2B Sales Marketing 268

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

ShepHyken

JULY 4, 2023

However, it did make studying easier. Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. I didn’t have to spend time memorizing formulas.

Customer Service 331

Customer Service Customer Support Technology Personalization 331

Acquire BPO

AUGUST 28, 2024

But, as soon as a customer experiences frustration, a sour experience can start to chip away at long-term loyalty–or, even worse, cause the customer to completely abandon the brand. Nearly 50% of consumers said they have negative feelings about companies relying more on AI for customer support. Consumers are 2.5X

Chatbots 98

Chatbots Business Process Outsourcing Surveys Customer Support 98

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

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

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

NobelBiz

OCTOBER 31, 2023

When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

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

ShepHyken

MARCH 25, 2019

My Comment: Here are some of the latest stats and trends in the customer experience world. ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. Human-Centered Customer Support by HubSpot & HelpScout. ” Key findings from the report.

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

Beyond Philosophy

MAY 15, 2017

Empower the customer to connect across channels, enable them to start on one channel and seamlessly go onto the other. For example, they complain via one social media platform, make sure they can as easily reach out to customer support via email and phone. Keeping abreast of changes helps companies ride the flux better.

Omni-channel support 333

Omni-channel support Sales Marketing Consulting 333

ShepHyken

OCTOBER 24, 2016

Here are a few interesting takeaways from its seven-day study from midsummer. My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels. (AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations.

Government 301

Government Customer Service Customer Care Personalization 301

TeleDirect

JANUARY 30, 2025

Limited Access to Specialized Talent Many businesses lack the expertise required for specialized functions, including customer support, technical assistance, and back-office tasks. Technology Infrastructure: Prioritize call centers that utilize AI, CRM software, and omnichannel support. Secure Data Handling and Compliance U.S.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. How To Provide Witty And Effective Customer Support On Social Media by Jimmy Rohampton.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

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

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. He shared a case study that I’ve often thought about and even referenced in my articles and videos. A great service experience stood out.

Customer Service 299

Customer Service Consulting Consulting Surveys 299

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. Here is a short infographic for some of the findings.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

MAY 27, 2019

They teach customers what a good customer experience is like – and customers now expect that from almost anyone they do business with. New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell.

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

ShepHyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Out of 1,000 consumers, 65% said, “Yes.” Pun intended!)

Customer Service 330

Customer Service Entertainment Coaching Self service 330

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. Also, enabling them with the right technologies that drive seamless interactions with your sales and customer support teams is equally important.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

First call resolution 206

First call resolution Call Center Best practices Customer Support 206

ShepHyken

SEPTEMBER 28, 2020

New Study Finds 3 Top Priorities For CX Leaders by Brian Stucki. Forbes) In a study led by IDC’s Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs.

Customer Service 198

Customer Service outsourcing Contact Center Customer Support 198