The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which?

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

Customers That Stick

MAY 26, 2015

Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization are trying to find a way to make the customer happy without giving away the store and the customer (usually) is trying to get what she feels is fair.

Customer Service 143

Customer Service Gaming Start-ups 143

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. VPs & Directors of Customer Experience. VPs & Directors of Customer Service.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.

AI 52

AI Artificial Intelligence Gaming Technology 52

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. And while it’s still too early to tell how these large language models (LLMs) will play out in our lives, we believe we have reached a crucial inflection point – especially when it comes to customer service.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Totango

MAY 13, 2022

Onboarding is one of the first times your customer engages with your business. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

CSAT.AI

MAY 15, 2018

AI is changing the current customer service sector, but AI has been around longer than most people realize. As a result, AI can be beneficial in the customer service space. AI can learn what the desired outcome is for a customer and lead them to that outcome. We Already use AI. AI Solves Problems.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. VPs & Directors of Customer Experience. VPs & Directors of Customer Service.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. These metrics help you segment your feedback data into various categories.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

ClientSuccess

MARCH 20, 2019

We believe that customer success is not just a department, but a company mindset and culture. In this blog, I will cover the 4 high-level categories of customer success metrics. In the ‘customer success metrics’ blogs that will follow, I will dive deeper into each category with examples and formulas.

Net Promoter Score 61

Net Promoter Score NPS Customer Retention Customer Service 61

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. Customer service : Support teams can utilize segmentation in several ways.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Fonolo

JULY 5, 2023

This is the best way to prevent damage and creates a very personal, attentive service. The best way to approach customer service is to be proactive: solve a problem before a customer notices and their respect and appreciation of your brand will get a massive boost. Customers don’t want to call you in the first place.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

AUGUST 23, 2022

Let’s break down how customer journey touchpoints fall into each category. B2B Customer Journey Touchpoints and the Customer Lifecycle. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Totango

AUGUST 16, 2022

The types of customer success strategies suggested above can be implemented through several different types of software solutions. Here are some leading examples from five different categories of software that can help you improve your customer retention. Customer Relationship Management: Hubspot.

Customer Retention 98

Customer Retention CRM Customer Relationship Management Customer Loyalty 98

Totango

MAY 11, 2021

Customer service managers. In some cases, there may be other categories of stakeholders. You can apply segmentation to group stakeholders into different categories in order to facilitate automated communication processes. This can include: Chief information officers. Chief technology officers. Procurement managers.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

Fonolo

APRIL 17, 2018

The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades. Surprisingly, service level is in 4 th place! Here is some further reading from our blog: Is an 80/20 Service Level Your Call Center’s North Star?

Contact Center 106

Contact Center Net Promoter Score Customer Satisfaction Technology 106

SurveySensum

JULY 7, 2023

Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? If yes, then this blog is for you. Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

JULY 7, 2023

Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? If yes, then this blog is for you. Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Retail 160

Retail Customer Satisfaction Customer Loyalty Net Promoter Score 160

Hodusoft

MAY 11, 2022

A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). Hosted PBX System use internet networks to offer VoIP services. Choosing the right PBX system is essential to providing the best customer service experience. Cloud-based PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. This saves the customer time to browse through various categories of products.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Logicalware

MAY 18, 2023

Did you know that 52% of customers say they’re willing to pay more if it means getting a better customer experience [1]? As great customer service becomes even more critical for brands, selecting the right CCaaS (Contact Center as a Service) vendor for your business has never been more important.

Contact Center 52

Contact Center Innovation Technology Technology 52

Beyond Philosophy

AUGUST 18, 2015

2 Availability Heuristic: When a person can think of many examples of a category quickly, they believe the overall frequency of that category is large. If you enjoyed this post, you might be interested in the following blogs: Why Gut Decisions Are Sometimes Wrong. Discovering What Customers Don’t Know Themselves.

Gaming 165

Gaming Customer Experience Customer Service 165

Zendesk

APRIL 5, 2022

When you invest time and energy in your customer support efforts, you’re investing in your company’s future. According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance. Educate customers.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Zendesk

MARCH 15, 2021

In addition to offering only verified PPE options on their website, Project N95 provides tips on how to look for high-quality PPE on their blog on Medium. With just over 100 volunteers nationwide—some as far as UAE and Mozambique—they work in smaller teams such as supply, tech, customer service, fundraising, partnerships, finance, and more.

E-commerce 98

E-commerce Non-Profits Healthcare Hospitality 98

Chip Bell

OCTOBER 23, 2018

Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. Comcast is staging one of the biggest brand renaissance comebacks ever.

Customer Experience 67

Customer Experience Customer-Centric Organization Technology Technology 67

Execs In The Know

APRIL 25, 2024

To substantiate these claims, scholars from the Stanford Digital Economy Lab within Stanford HAI and the Massachusetts Institute of Technology studied the impact of generative AI deployed at scale in the customer service sector at a call center.

AI 52

AI CXM Engineering Business Operations 52

Customers That Stick

OCTOBER 16, 2014

Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. Meet Melissa Kovacevic!

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Contact Center Priorities for 2018.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Hodusoft

NOVEMBER 27, 2022

The quality of your customer service relies on how effective your telemarketing efforts are. Investing in feature-rich Telemarketing Software is a smart move for businesses aiming at delivering exceptional customer service experience. However, it can also be used for surveys and feedback collection.

Sales 52

Sales CRM Omnichannel Social Media 52

SugarCRM

MARCH 21, 2020

We know with digital and outbound marketing and sales, our goal is to segment leads into one of two categories – qualified leads and unqualified leads. Leads can switch from one category to the other with help from nurture campaigns. How do we compare qualified and unqualified leads? But really, what’s the difference?

Education 42

Education Sales Start-ups Customer Service 42

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Traditionally, phone support was the number one customer service channel favored by many companies. Audio & Video chat.

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

ProProfs

MAY 3, 2023

Not only this, Quiz Maker supports 100+ customization options for privacy, notifications, language, themes, and more to let you deploy quizzes, your way. Once you make a quiz, you can share it with your target audience via email, embed it on your website or blog, and share it on social media. Business plans start at $39.95/month.

Education 52

Education Start-ups Social Media Technology 52

ProProfs

MAY 3, 2023

Not only this, Quiz Maker supports 100+ customization options for privacy, notifications, language, themes, and more to let you deploy quizzes, your way. Once you make a quiz, you can share it with your target audience via email, embed it on your website or blog, and share it on social media. Business plans start at $39.95/month.

Education 52

Education Start-ups Social Media Technology 52