Intercom

OCTOBER 4, 2023

An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Legal Compliance 105

Intercom

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . You could argue that what constitutes a good customer service experience can vary by customer and industry, but there’s no denying that people’s expectations are higher than ever. .

Customer Service 64

Customer Service Manufacturing Customer Satisfaction Omnichannel 64

Intercom

NOVEMBER 29, 2023

Most customer service tools were built for human-led support, with a smattering of automation thrown in for good measure. Now that humans are set to work side by side with AI and automation to augment team performance and customer experiences, it’s important to assess whether your current tools are up to the task.

Customer Service 89

Customer Service AI Start-ups Innovation 89

CommBox

JUNE 25, 2023

But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? It’s a straightforward equation: more customers being served with a high level of service means more agents are required.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. And taking 5-10 minutes to solve a customer’s problem can definitely bring a big sense of accomplishment. Advocate for both customers and the customer support team to the rest of the organization? I know I do.

Customer Service 104

Customer Service Gambling Engineering Innovation 104

Intercom

APRIL 6, 2023

A new wave of startups has introduced new and innovative ways to manage finances that have challenged the traditional banks, developing products and services that offer new opportunities for both consumers and businesses, and providing more convenient ways to manage finances without being bogged down by legacy systems and red tape.

Customer Service 59

Customer Service Finance Omnichannel Innovation 59

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? After all, we’re serving people, and people are messy. Click here to read the original post. That’s scary and cool at the same time, right?

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

Intercom, Inc.

JUNE 14, 2022

These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns. In Tier 2, customer support agents will have more experience and specialized knowledge of a product, service, or feature.

Engineering 118

Engineering Customer Service Customer Experience 118

Logicalware

FEBRUARY 1, 2023

Understanding the customer journey The first step to delivering proactive customer service is understanding your digital customer journey – the who and the why come into focus. Most organisations adopt a reactive and disconnected approach to their customer support strategy.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 52

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. CARE Magnificently!

CX 97

CX CXM Customer Journey Map Education 97

Help Scout

APRIL 27, 2021

Take customer service software for example: Up until the last few years, there weren’t many options geared toward smaller teams. To help make sure you find the proper fit, we’ve put together this comprehensive guide to understanding and shopping for customer service software. What is customer service software?

Customer Service 105

Customer Service Start-ups Omnichannel Social Media 105

Intercom

AUGUST 16, 2022

Supporting your customers in the context of what they are doing, in their moment of need, is the fresh approach that businesses require for modernized customer service. What does it mean to support customers in context? What does it mean to support customers in context?

Customer Service 59

Customer Service Customer Expectations Start-ups Touchpoint 59

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. Self-serve options.

Customer Service 52

Customer Service Social Media Technology Technology 52

Fonolo

NOVEMBER 2, 2021

If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth. How to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

TeamSupport

MARCH 18, 2024

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it!

Gaming 52

Gaming Sales Customer Service Customer Experience 52

Zendesk

APRIL 26, 2021

The impacts of COVID-19 changed customer service for good. Customers are online more than ever, with customer service taking center stage. While the importance of good customer service isn’t under question, the skills support teams need to make it happen often is. Customer service skills.

Customer Service 98

Customer Service Customer Expectations AI Social Media 98

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? What is B2B customer service? That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Intercom

NOVEMBER 16, 2023

However, when a company’s help center doesn’t work as part of a support team’s range of channels, or the wider company brand, it can affect your support articles’ discoverability, accessibility, and usability – and, as a result, your customer experience. Here are some of the highlights.

AI 87

AI Engineering Start-ups Customer Service 87

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Social Media Omnichannel NPS 129

Inside Customer Service

MAY 19, 2022

I was recharged and was amazingly productive for the rest of the day. How fatigue affects customer service Fatigue makes customer service difficult. How fatigue affects customer service Fatigue makes customer service difficult. That's a bad combination for service.

Social Media 130

Social Media Start-ups Customer Service 130

Uniphore

OCTOBER 21, 2021

Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction. Enhanced Self Service with Multimodal Capabilities. Superior Business User Friendly UX.

Contact Center 189

Contact Center AI Education Healthcare 189

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” This disconnect is a big business opportunity.

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

SurveySensum

SEPTEMBER 29, 2023

They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. This scares away most customers.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Help Scout

JULY 15, 2021

Some of those items may be pretty self-explanatory, but others require dedicated support professionals to help when the frontline staff have questions. In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them.

Education 115

Education Customer Service Legal Compliance 115