The Customer Service Blog

OCTOBER 25, 2023

This month, The Customer Service Blog hit the amazing milestone of 300,000 readers! Many thanks to all our readers across the globe for helping to make this the fastest growing customer service blog in the world! It's time to celebrate!

Customer Service 75

Customer Service 75

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations.

Contact Center 52

Contact Center AI Social Media CX 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. Their job is to get the word out about a company's products and services. You might find them in sales, marketing, customer service, operations, or even finance. Now, imagine that customer is also an employee. They really stand out."

Retail 261

Retail Social Media Finance Sales 261

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Is email support still alive for your company or are other channels taking its place? Thanks for continuing to read this blog.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. And customers expect businesses to be constantly adapting and preparing for their future needs.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Logicalware

JANUARY 6, 2022

Check out our top five most-read blogs below. Total Experience: The technology trend set to shake up customer service in 2021. Read the full blog here. Agent Experience: What it is and why it’s key to creating happier customers. Read the full blog here. Read the full blog here.

Technology 98

Technology Technology Customer Expectations Customer Service 98

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 84

Omnichannel Social Media Customer Retention Customer Service 84

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Look it up. Call-Backs. Solid Strategy. .

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Nick jokes, “it is by far one of the most difficult things in the world.”

Customer Journey Map 82

Customer Journey Map NPS Touchpoint Start-ups 82

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. So today we’re excited to announce two new programs for Intercom app builders and service providers: the App Partner Program and the Service Partner Program. In times like these, we could all use friends, supporters, collaborators.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. We have a small contingency of social media, SMS, and other messaging channels, like Facebook messenger in the mix.

Social Media 136

Social Media Start-ups Customer Service Contact Center 136

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

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 74

Customer Service Artificial Intelligence Machine Learning AI 74

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. According to Forrester, being data-driven is no longer enough to become a customer-centric business. So, what are the customer experience (CX) insights critical to your business?

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Steven Van Belleghem

FEBRUARY 24, 2021

Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Pat Flynn is a blogger and internet marketer most famous for his blog Smart Passive Income. Behind the brand. So he came up with the idea that people like Martin Luther King Jr.,

CX 98

CX Customer Experience Social Media Innovation 98

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. GP practices, schools and gyms were also able to continue delivering their services through video.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Logicalware

MARCH 14, 2022

If you want to connect with a customer support agent, press 2”. This can be incredibly confusing and frustrating for customers, especially if they accidentally choose the wrong menu option and are routed to the wrong call queue. In this blog, we’ll take a look at voice bots and how they work. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. And what can organizations do to improve performance toward higher customer satisfaction and better overall results? It is an exciting time in our industry!

Scorecard 98

Scorecard Government Contact Center CX 98

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

Execs In The Know

OCTOBER 10, 2022

Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. Back to Basics: What Is a Channel?

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59