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 276

Customer Support Customer effort Self service Metrics 276

ShepHyken

MARCH 5, 2021

DelightChat is a customer support software for eCommerce brands. With its omnichannel support inbox, you can respond to customer queries from every channel on one screen. With on-time customer service, you might see a backlash from your customers and might switch to buying from your competitors.

Customer Experience 251

Customer Experience SaaS Sales Marketing 251

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Outgoing calls .

call center software 216

call center software Call Center Customer Support Scripts 216

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 190

Customer Support Self service Journey mapping Wait times 190

ShepHyken

JANUARY 1, 2021

Problem with Automated Emails for Customer Support. Email automation” means using a special tool to store and send emails automatically. This strategy is common in eCommerce and can greatly speed up customer service operations. By having an email tool send messages to customers, you can: Save tons of time.

Customer Service 402

Customer Service Customer Support Education Personalization 402

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 396

Brand ambassadors Contact Center Healthcare Self service 396

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. 27 Helpful Customer Support Tools and Resources by Jesse Short.

Customer Service 387

Customer Service Chatbots B2C Consulting 387

ShepHyken

OCTOBER 1, 2021

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. He writes about what automated customer service can do for your business. As humans, we are prone to making mistakes.

Customer Service 413

Customer Service Chatbots Interactive Voice Response Customer Support 413

TeamSupport

MAY 21, 2024

TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. The Future of TeamSupport AI is Here.

Customer Support 98

Customer Support Technology Customer Service 98

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

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

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 276

Customer Support Sales Marketing B2B 276

IdeasUnlimited

MARCH 6, 2024

Such a wide array of services makes IdeasUnlimited a versatile partner for businesses looking to enhance their customer engagement strategies. What sets IdeasUnlimited apart is its commitment to leveraging modern tools and best practices in customer service. Embrace the future of customer support with IdeasUnlimited.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Alexa Lemzy is the Customer Support &?Content

Customer Service 358

Customer Service Morale Management Customer Support 358

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Best practices 105

Best practices Customer Support Engineering Analytics 105

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses.

APIs 112

APIs Enterprise Automotive Customer Support 112

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

ShepHyken

MARCH 10, 2023

They might worry that remote employees won’t perform to their full potential outside of an office environment or that they won’t have access to the necessary tools to provide adequate customer support. Here are three vital tips for companies preparing to set up a remote customer service team.

Customer Service 306

Customer Service Employee engagement Customer Support Management 306

TeamSupport

JUNE 12, 2024

As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience. The Reality of Complex Customer Interactions Imagine the typical day for a customer support agent.

Customer Support 94

Customer Support Morale Technology Customer Service 94

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 333

Customer Service Self service CRM Customer Support 333

ShepHyken

MAY 26, 2020

Top Takeaways: Many customers believe that companies don’t care about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience. It’s how you retain and grow a customer base.”. “We

Contact Center 309

Contact Center Technology Customer Support Customer Experience 309

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

ShepHyken

APRIL 13, 2021

How Customer Support Tools Can Impact Your Internal and External Customers. Shep Hyken interviews Ali Ray, VP of Customer Experience at Slack. They discuss how customer support tools can positively impact the customer experience. Great CX Drives Trust & Engagement.

Customer Support 216

Customer Support Customer Experience Customer Service 216

ShepHyken

APRIL 30, 2021

Customer Service Trends For 2021 . Modern customers want real-time interactions that are personalized and consistent. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Increased Usage of Live Chat For Real-Time Support .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

MARCH 13, 2020

The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience! Hence, creating positive customer experiences is a necessity for businesses today. They can’t be available 24/7 to serve your customers, so how do you deal with this?

Customer Support 277

Customer Support Customer retention Customer Experience Management 277

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 340

Customer Experience Chatbots Call center experience Self service 340

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 216

First call resolution Call Center Best practices Customer Support 216

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 382

Customer Service Chatbots Education Feedback 382

ShepHyken

NOVEMBER 21, 2023

The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own.

Personalization 251

Personalization Self service Chatbots Customer Support 251

ShepHyken

NOVEMBER 27, 2023

While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. How does Artificial Intelligence enable personalization?

Customer Experience 262

Customer Experience Self service Chatbots Engineering 262

AWS Machine Learning

MAY 9, 2024

FAST has earned a fourth consecutive leader ranking in the 2024 ISG Provider Lens report for its seamless integration with Verisk’s data, analytics, and claims tools. In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results.

Engineering 124

Engineering Customer Support APIs Government 124

ShepHyken

APRIL 15, 2022

Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy. Empower agents with the right customer support tools .

Customer Experience 190

Customer Experience Customer Support Enterprise Scripts 190

ShepHyken

OCTOBER 30, 2020

The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy. At the heart of it all, isn’t that what good customer service is all about?

Technology 275

Technology Customer Service Personalization Chatbots 275

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Instead, you should aim to support your staff’s living needs as well as offer them real growth potential within your company. Effective Customer Support Training.

Call Center 287

Call Center Accountability Technology Customer Support 287

ShepHyken

JANUARY 28, 2022

CRM is the abbreviation for customer relationship management. It refers to all connections between the business and the customer using various tools. The comprehensive tool helps you manage and monitor all your sales, marketing, service, revenue, etc., Customer support. from all platforms in one place.

CRM 190

CRM Sales Feedback Customer Support 190