ShepHyken

DECEMBER 22, 2024

My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

CCNG

MARCH 12, 2021

Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. At least 70% of customers go to digital channels first because they prefer self-service.)

Customer Service 370

Customer Service CCNG Self service Contact Center 370

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. The response he received after complaining was even more disappointing. Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay?

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

SEPTEMBER 15, 2020

Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. Friction in the sales process is something that will eventually drive even a good customer away.

B2C 319

B2C B2B Self service Sales 319

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

TeleDirect

DECEMBER 25, 2024

Provide self-service options for customers. Offer real-time assistance during global sales events. Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events. These include: 1. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

JULY 16, 2021

While the ultimate goal is always going to be making sales, you want customers to feel that they are in a familiar place with friends, rather than being approached as potential sales prospects. That way, you get sales that you might not otherwise have gotten, and the customer gets a discount on those products.

Consulting 366

Consulting Consulting Sales Self service 366

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. When I Say Instant, I Mean Instant. There Are Better Ways.

Self service 212

Self service B2B SaaS Enterprise 212

ShepHyken

NOVEMBER 20, 2020

Only by delivering amazing customer service. By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. Decide What “Amazing Customer Service” Means.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. of all sales. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. In the U.S.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

AUGUST 25, 2024

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

ShepHyken

NOVEMBER 9, 2016

Take the friction out of connecting with your support and sales people. 7. Not Giving Them Opportunity to Solve Issues on Their Own – Self-service options for customer service are becoming the norm. Not Being Easily Accessible – How long does it take to reach a live person on the phone. Doing business should be easy.

Self service 321

Self service Sales Customer Service Technology 321

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Building Sales Competence Builds Sales Confidence.

Sales 121

Sales Coaching B2B Personalization 121

TechSee

MARCH 11, 2025

These terms are often used interchangeably to describe solutions that deliver real-time next-best-action suggestions to agents based on both user and historical context, and automate tasks on behalf of agents so they can focus more on customer relationships and quality, rapid service.

Customer Service 109

Customer Service Education Self service CRM 109

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers. However, the contact center should have been valued.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Contactless preferences encourage self-service, even online.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

APRIL 2, 2018

Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. My Comment: Do you want more sales? Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Customer Service 137

Customer Service Self service Surveys Scripts 137

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Branches allow for direct contact with individuals and businesses important for the sales of financial services. Banks can’t quite make up their minds about what branches are supposed to be.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

MAY 3, 2022

They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them. If they have access to the right information, they can solve issues without the customer having to repeat their story again and again. Quotes: “Customers are like water.

Upselling 305

Upselling Self service Best practices Customer Support 305

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

ShepHyken

AUGUST 23, 2019

This means that customers can check your product’s features on social media, request prices via email, and purchase through your sales chat. The following are some of the main advantages of an omnichannel experience: Customer Service for all users. Others will choose self-service alternatives like forums and FAQs.

Customer Service 285

Customer Service Customer retention Self service Sales 285

TechSee

MARCH 1, 2021

But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. Customer Service as a Profit Center.

Sales 124

Sales Technology Customer Service Chatbots 124

Cincom

FEBRUARY 14, 2025

Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions. Apply multi-tier approvals for large enterprise deals, ensuring senior sales leaders can intervene when necessary.

Best practices 40

Best practices Sales CRM Finance 40

ShepHyken

DECEMBER 7, 2020

Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. Building The Backbone of Your Business: Customer Service and Support by Andrew Madeira-Silva. My Comment: Want to build repeat business and customer loyalty?

Customer Service 291

Customer Service Self service Consulting Consulting 291

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Not only does Mr. Jones not have to repeat himself, but the insurer is already two steps ahead.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 289

Contact Center Self service Banking Airlines 289

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Callminer

OCTOBER 11, 2018

It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status. Jane Goodayle @PCIPAL. Osiris Parikh @CommonSenseEd.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

MAY 19, 2020

Investing in the post-sale relationship boosts brand loyalty and drives long-term revenues. Post-sale automation. In the future, if the printer has an issue, the customer can again use remote Visual Assistance to show the serial number or the receipt, enabling the agent to quickly and easily validate their eligibility for service.

Self service 207

Self service Sales Customer effort Technology 207

ShepHyken

FEBRUARY 9, 2021

It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service. Incorporating self-service, real-time responses, personalization, and communication channel-of-choice can ultimately lead to a convenient experience for customers.

Multichannel 219

Multichannel Chatbots Self service CRM 219

ShepHyken

SEPTEMBER 10, 2021

Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customer Service generally feels like sales. . One big mistake we see in customer service is the assumed customer journey. Follow up with customers after-sales. Develop a self-service experience.

Customer Experience 261

Customer Experience Advertising Employee engagement Customer centricity 261

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? Just leave it to the algorithms, the AI and other online and self-serve tools. The problem is, too many salespeople and sales leaders alike have been misled and shortchanged by flawed definitions of what selling is really about and what it takes to be successful in the role.

Sales 101

Sales Coaching Scripts B2B 101

ShepHyken

APRIL 23, 2021

Shopify is another brand that exemplifies thoroughness when it comes to customer service. . Here we see a customer is struggling with sales tax being applied in their checkout system. Self-service customer support is trending upwards. This is the type of product knowledge you should expect from your support team. .

Customer Service 333

Customer Service Advertising B2B Chatbots 333