ShepHyken

APRIL 1, 2025

Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. Cleaning the Toilet: Nearly four out of 10 customers (39%) say they would rather clean a toilet than call customer support.

Customer Support 183

Customer Support Contact Center Surveys Customer Service 183

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization.

Customer Service 62

Customer Service Analytics Airlines CRM 62

ShepHyken

MARCH 10, 2025

This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. My Comment: Customer support is going to get better!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

ShepHyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. After careful research and talking with other brands, we put together five consumer trends that will take shape over the next few years. This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy.

Abandon rate 174

Abandon rate Marketing Personalization Sales 174

ShepHyken

NOVEMBER 14, 2016

Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. My Comment: Here is some interesting info on customer support. Where customers go, service follows.

Customer Service 320

Customer Service Customer Care Contact Center Customer Support 320

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

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Second: CX Is More Than Just Customer Service. My Comment: A new metric?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. My Comment: Here are some of the latest stats and trends in the customer experience world. The author’s closing sentence: Surpass your customers’ expectations by training your empathy muscle, planning your time, listening actively and going the extra mile.

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

PeopleMetrics

JANUARY 29, 2025

Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research). AI identifies that customers who rate the CSR poorly view the brand less favorably, leading to improvements in service delivery and adjustments to marketing efforts.

Marketing 116

Marketing Airlines Surveys Feedback 116

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

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

APRIL 5, 2021

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.

Customer Service 319

Customer Service Contact Center Self service Customer Experience 319

ShepHyken

NOVEMBER 8, 2016

Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support. How has social media changed customer service?

Chatbots 300

Chatbots Self service Technology Customer Support 300

ShepHyken

APRIL 30, 2021

Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? . Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:?

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

JANUARY 4, 2023

Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect. That’s frustration. That’s friction.” “You

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

Customer Service 257

Customer Service Chatbots Engineering Analytics 257

ShepHyken

JANUARY 6, 2021

Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. And AI will fuel this trend. Chatbots will do more than just communicate with customers. Most companies use chatbots as a way to manage customer support.

Chatbots 430

Chatbots Surveys Self service Personalization 430

ShepHyken

NOVEMBER 14, 2024

However, AI is helping businesses counter this trend in a big way. Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time. Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

TeleDirect

JANUARY 7, 2025

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

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

NOVEMBER 15, 2016

Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial. They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. Social care isn’t a fad.

Customer Care 307

Customer Care Service level Accountability Customer Support 307

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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. Jason Grills is a Sr.

Customer Service 408

Customer Service Chatbots Interactive Voice Response Customer Support 408

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 Upselling Analytics Customer centricity 105

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

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

ShepHyken

AUGUST 27, 2021

When a customer suffers a negative experience, he will stick to a business for less than a year and will start looking for other options. It is very tough to find out what customers expect from a business these days. Hence, it is important to find out the reasons why customers are unhappy within the business operations.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ShepHyken

FEBRUARY 3, 2020

6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year.

Customer Service 233

Customer Service Entertainment Technology Customer Experience 233

ShepHyken

NOVEMBER 1, 2020

If I were tasked with sharing some customer service tips at my next team meeting, this would be the article I need to get started. Customer Support Through The Eyes of Consumers in 2020 by Hiver. My Comment: The only reason this is a BONUS is that you have to opt-in with your email address to get the report.

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ShepHyken

JANUARY 20, 2020

Loyalty Trends in 2020: How Will This Year Be Different? The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year. So, how is our perspective for our loyalty trends in 2020 formed to make it worth your reading time? by Wise Marketer Staff. which drives repeat business.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Sharpen) Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company.

Customer Service 330

Customer Service Entertainment Coaching Self service 330