ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

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Benchmark Metrics Customer Support First call resolution 189

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. See social media as proactive support.

Customer Support 201

Customer Support Brand ambassadors Scripts Customer Care 201

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts. " 7.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

ShepHyken

JULY 3, 2020

You can achieve that by providing the best customer service possible. Great customer service has the power to leverage your e-commerce brand in ways that you could not imagine. In this post, we will walk you over the nine best tips on how to maximize your e-commerce customer service. Offer 24-Hour Phone Support.

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Customer Service Multichannel CRM Advertising 237

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 178

Customer Support Customer effort Self service Metrics 178

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Agent Management Tips for International Call Centres.

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Best practices Call Center Contact Center Scripts 226

ProProfs Blog

JUNE 5, 2020

The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. These tips will help you keep your business operations afloat and make you ‘ live to fight another day ’. . Insightful Customer Service Tips During Coronavirus Pandemic.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. Strategies.

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

SEPTEMBER 20, 2016

Shai Berger on Improving Customer Support. Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo , Shai Berger about improving customer support. Do you want to provide a better customer support experience?

Education 0

Education Call Center Customer Support Customer Service 0

ShepHyken

SEPTEMBER 12, 2016

People, especially our customers, want to know they are appreciated. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. Without this basic foundation, there is no relationship, only your customer disappearing in search of someone else who can meet their needs. by Len Markidan. Happy Reading!

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

Callminer

MARCH 9, 2020

Below, we have amassed 25 highly useful buying tips to help you in that process. Scheduling Software Buying Tips for Call Centers. ” – Cara Wood, 4 Tips for Better Employee Scheduling: Avoid Scheduling Abuses and Save Money , Capterra; Twitter: @capterra. Look for tools that automate skill-to-task matched scheduling.

Best practices 182

Best practices Call Center Analytics Metrics 182

ShepHyken

NOVEMBER 1, 2020

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

Customer Service 280

Customer Service Customer Support Self service Customer Experience 280

kommunicate

MARCH 17, 2023

The era of “build a great product, market it well, and the customers will come” is over. Customers talk. The post 5 Productivity Tips Your Customer Support Agents Will Thank You For In 2023 appeared first on Kommunicate Blog. It is 2023. And, to make matters worse, [.]

Customer Support 105

Customer Support Marketing Customer Service 105

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

Callminer

NOVEMBER 25, 2019

The tips below provide valuable insight into choosing and using call center metrics more effectively. Expert Tips on Important Call Center Metrics to Track. And it’s directly tied to customer service quality.” Expert Tips for Leveraging Call Center Analysis to Monitor Metrics.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

ShepHyken

NOVEMBER 21, 2018

Some companies have earned a reputation that keeps bringing their customers back, again and again. That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction. How do they do it? Here is a short list of ideas, some new and some old.

Customer Support 327

Customer Support Customer Service Sales Customer Care 327

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?… TIP: A Visual IVR is a great alternative to a phone menu. Click To Tweet. Bio-authentication.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

Help Scout

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

SaaS 116

SaaS Customer Support Metrics 116

ShepHyken

APRIL 5, 2021

Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman. Market Maven) Here are a few tips to help your business stand out in 2021. My Comment: Here is an excellent list of six ideas to create a better customer experience. This article shares some tips that apply to most businesses.

Customer Service 325

Customer Service Contact Center Self service Customer Experience 325

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This is one of my favorites.

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Feedback Surveys Sales Customer Service 402

ShepHyken

APRIL 23, 2021

What they did right: With more than 1,2000 stores worldwide and an e-commerce site with millions of monthly visitors, it made sense that Best Buy created a separate account solely for customer support. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 341

Customer Service Advertising B2B Chatbots 341

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Six Tips To Optimize Your Customer Service For First Touch Resolution by Logan Rush.

Customer Service 361

Customer Service First call resolution Contact Center Best practices 361

Fonolo

AUGUST 24, 2021

Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. 8 tips for creating an ideal call center environment. Here are some tips to improve your call center environment: 1.

Call Center 148

Call Center Morale Best practices Contact Center 148

ProProfs Blog

OCTOBER 16, 2020

9 Proven Tips and Tricks to Create an Anonymous Survey. Bonus Tip (Well.it’s a surprise!). 9 Proven Tips to Create an Anonymous Survey. #1. Bonus Tip: Build an Anonymous Survey with ProProfs Survey Maker: A Step by Step Guide. Know the honest feedback of your customers! Benefits of an anonymous survey.

Surveys 158

Surveys Construction Personalization Feedback 158

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. This is the kind of thing that creates CX legends. You’ll smile.

Customer Service 70

Customer Service Best practices Metrics Customer effort 70

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Customer Service 412

Customer Service Customer Care Customer Support 412

ProProfs Blog

MAY 6, 2020

You have to be supportive of your remote employees so that they can bond with you and feel connected to you as a team. Takeaway: Being flexible and supportive makes your team feel motivated and valued. After reading the expert tips on how to manage remote teams, let us move on and take a quick look at some of the FAQs.

Management 162

Management Customer Service Best practices Entertainment 162

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Not just the front line!)

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. Agents feel less confident in their work, which can cost customer satisfaction. 5 tips to prevent call center burnout. Additionally, it hurts customer experiences and profits. Don’t micromanage.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

ShepHyken

DECEMBER 22, 2024

Also, Brittany and I have announced season two of The Super Amazing Show , where we share a weekly tip every week for a year! How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

Customer Service 200

Customer Service outsourcing Customer Support Chatbots 200

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

Fonolo

DECEMBER 16, 2021

With that said, social media is a great way to take pressure off your phone lines and reduce the cost of addressing basic customer questions. 3 Tips to Reduce Cost Per Contact in the Call Center. Customer loyalty. Call centers can use social media to engage with their audience and improve customer loyalty. TIP: Psssst.

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

ShepHyken

JANUARY 7, 2019

However, when it comes to customer experience, the best results will occur when machines and humans work together. My Comment: Rather than AI replacing humans in the customer support and marketing worlds, what if it took on a support role. ” Call center tips to ensure successful agents by Scott Sachs .

Customer Service 269

Customer Service Chatbots Contact Center Call Center 269

ShepHyken

DECEMBER 12, 2023

It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. If you say you’ll get back to a customer by the end of the day, get back to them a few hours earlier.

Sales 255

Sales Customer Experience Customer Service Customer Support 255

ShepHyken

JUNE 24, 2019

This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service. 5 Communication Tips That Will Boost Customer Trust by Syed Balkhi . 10 Examples of Great Customer Service by Nextiva. Great reminders here.

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Customer Service Customer Support Customer Experience 299