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

JULY 7, 2021

Customer service is part of customer experience, but customer experience goes to a much broader level. Some of the obvious experiences include navigating a website, reading promotional emails and text messages, watching the brand’s videos and much more. Even opening a package is part of the customer experience.

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Customer Experience Customer Service Gamification Chatbots 402

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home. Experiencing firsthand comments from customers is a powerful dose of reality – hopefully, good reality!

Customer Service 381

Customer Service Customer centricity Surveys Customer Support 381

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?… Don’t just consider ease of accessibility for your “average” customer. Click To Tweet.

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Customer Support Interactive Voice Response Contact Center Self service 160

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

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Customer Support Customer Service Customer centricity Chatbots 146

Myra Golden Media

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

Customer Support 295

Customer Support Management Customer Experience 295

ShepHyken

JULY 4, 2018

For example, I may call to talk to a support rep. The customer support rep can simply tell me and walk me through the steps, and that may take some time. Or, maybe send me a link to a video that shows me, step-by-step, how to accomplish what I’m having trouble with. Maybe I have a “how do I do this” type of question.

Chatbots 265

Chatbots Customer Support Customer Service Technology 265

Callminer

FEBRUARY 23, 2021

Video chat assistance is on the rise. “FaceTime video chatting was just the beginning. Video customer service is coming. Requests are coming in from clients who want to offer video customer service. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

NOVEMBER 19, 2018

My Comment: Even with self-service and automated customer service solutions, some customers still want to (and sometimes have to) talk to a human being. There was a stat in the article that caught my eye: “On average, US customers spend more than thirty hours per year on the phone with customer support.”

Customer Service 233

Customer Service Customer centricity Self service Customer Care 233

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

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support.

Sales 340

Sales Customer Service Customer Support 340

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. Video is powerful.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

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. Strategies. Here are some great examples: Shepard virtual training course.

Customer Service 382

Customer Service Chatbots Education Feedback 382

Toister Performance Solutions

MARCH 29, 2025

Managing Customer Expectations focuses on these skills: Identifying situations expectations should be managed Creating expectation management strategies Helping customers adjust unreasonable expectations The course is ideal for anyone working in customer service. This training plan uses a unique approach to training videos.

Management 82

Management Education Coaching Best practices 82

AWS Machine Learning

MAY 9, 2024

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. Conversational AI assistants are rapidly transforming customer and employee support.

Engineering 130

Engineering Customer Support APIs Government 130

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Update the information in your videos regularly.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

TechSee

OCTOBER 27, 2021

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. Customer: Yes! Customer: Thank you.

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Customer Support Technical Support Contact Center Call Center 109

ShepHyken

MAY 16, 2018

One of my favorite concepts to write and talk about is the Employee Golden Rule, which is to treat employees like you want the customer to be treated. First, let’s talk about the customer experience. Customer support? For example, Stephanie in our office loves recording and editing video. Is it marketing?

Accountability 252

Accountability Customer Service Customer Support Marketing 252

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. In addition, video-based operations lead to intuitive understanding by customers. Terilogy Co, Ltd.

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Telecommunications Construction Contact Center Technical Support 109

TechSee

NOVEMBER 17, 2022

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging.

Customer Support 109

Customer Support Accountability Consulting Consulting 109

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

ShepHyken

DECEMBER 27, 2016

Multiple channels and multiple technologies need to come together to deliver a seamless customer experience. For instance, one support rep can have 20,000 or more customers. Support reps can also be located in different geographical locations. There needs to be a seamless flow in your company from one channel to another.

Banking 233

Banking Customer Care Technology Customer Experience 233

ShepHyken

MAY 12, 2020

The support world has operated primarily with voice technology. Moving forward, video could become the new voice in terms of customer support as customers and companies rely more on video technology. We must embrace the changes and innovations that come during these times if we hope to keep moving forward.

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Brand ambassadors Technology Customer Experience Customer Service 262

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. Voice and Video Calls .

Customer Service 358

Customer Service Morale Management Customer Support 358

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. The chatbot then delivers a resource to the customer to help them reset their password.

Customer Support 98

Customer Support Self service Chatbots Wait times 98

TechSee

MARCH 11, 2025

Churn Prevention – Instant AI-powered insights resolve problems before customers consider canceling. This is particularly important when customers face setup or troubleshooting challenges. Reduce Fiction with Visual AI for Troubleshooting – AI-driven image and video analysis helps agents diagnose issues remotely.

Customer Service 109

Customer Service Education Self service CRM 109

ShepHyken

AUGUST 3, 2020

5 On the Fly Customer Experience Tips During-A Time of Uncertainty by Michael McNichols. Smarter CX) Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Actually, there are quite a few videos with these short tips.

Customer Service 237

Customer Service Marketing Personalization Customer Experience 237

Beyond Philosophy

FEBRUARY 2, 2024

Language holds a pivotal role in shaping your customer experience. Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

Help Scout

MAY 18, 2021

The 11 best live chat tools for customer support If you’ve decided that you need a new tool for offering chat support, get started on your research with our list of the 11 best live chat tools. Help Scout Best live chat tool for complete customer service. Podium Best live chat tool for video chat capabilities.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

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 306

Customer Service Consulting Consulting Surveys 306

ShepHyken

MAY 11, 2018

Keeping that in mind, and the power of video, interactive support in the form of how-to videos have become very popular in recent times. To kill two birds with a single bullet, you can opt to create such videos, not only as support tools but also to drive your marketing and brand equity to decimate the competition.

Customer Service 268

Customer Service B2B Customer centricity SaaS 268

ShepHyken

AUGUST 7, 2017

They are becoming more and more important in customer support and marketing. They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. Not an article, but a video interview where Jeff Nicholson from Pegasystems was the host, and I was the guest.

Customer Service 44

Customer Service Chatbots Customer Care B2B 44

ShepHyken

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. This is not an article, but a video from “Saturday Night Live.”

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. With its detailed analytics, you’ll always know where to improve.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

ShepHyken

MAY 7, 2021

This way chatbots can address simple queries and your support agents can come to the rescue for complex questions making you available 24×7 to solve any issue that makes buyers leave you midway. . Amplify customer support functions . Research indicates that tech-savvy consumers expect a response within 10 minutes.

Personalization 238

Personalization Customer Experience Chatbots Metrics 238

ShepHyken

JANUARY 28, 2019

(Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. My Comment: It’s been a while since an article about the balance between human and digital (bot) customer support has been on this list. ” Get ready to smile!

Customer Service 264

Customer Service Customer Care Contact Center Customer Experience 264