Shep Hyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 57

Customer Service Customer Retention Customer Loyalty Retail 57

Inside Customer Service

DECEMBER 2, 2021

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. In other words, brand evangelists love you so much that they create more customers by sharing your story. A third benefit is customer advocacy.

Retail 260

Retail Social Media Finance Sales 260

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Be everywhere your customers need you with omnichannel . But where to begin?

Customer Service 52

Customer Service Omnichannel Social Media CRM 52

Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Bill Quiseng

OCTOBER 27, 2014

This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. So, How Can You Improve Customer Service?

Customer Service 161

Customer Service Social Media B2B Sales 161

Zendesk

APRIL 29, 2021

Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high. Customers need to feel they can depend on your app (and in a broader sense, your entire team) to provide a good experience, keep their money secure, and help them achieve their desired results.

Customer Service 59

Customer Service Social Media Finance Customer Feedback 59

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service.

Customer Service 65

Customer Service 65

Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

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

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. Local vs. Global. Both things can be true. Balance of Forces.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Provide Support

MAY 9, 2017

New Customer Service Trends. No business can afford to be a customer service laggard. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 48

Customer Service Customer Experience 48

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. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Fonolo

MARCH 7, 2023

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for an agent’s response and lightens the load on your customer support team.

Social Media 87

Social Media AI Technology Technology 87

Execs In The Know

NOVEMBER 22, 2022

The current hiring environment for customer service agents with native speaking skills is one of the toughest positions to hire and retain; imagine what that will look like in a few years. Multilingual operations can compound existing challenges within a contact center, but that’s no reason to avoid native-language support.

Contact Center 98

Contact Center CX Technology Technology 98

Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). What does a Chief Customer Officer do?

Contact Center 130

Contact Center CX Sales Customer Experience 130

Intercom

MAY 9, 2023

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team’s success. What’s the job description?

AI 59

AI Start-ups Customer Service Technology 59

Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Contact centers with an eye to the future are adopting attended automation to support their teams and their business. Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Customer Service Life

SEPTEMBER 21, 2017

I had been managing a support team for a few years when my employer partnered with an outside group on a new business venture called Phone.com. While I’m incredibly proud of the work we did in those early days to deliver awesome customer service, there are also some things, in hindsight, that I’d do differently.

Customer Service 68

Customer Service Net Promoter Score Social Media Start-ups 68

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 52

B2B Customer Service B2C Finance 52

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. As a customer service professional, you have all sorts of data at your fingertips.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Provide Support

JUNE 23, 2016

How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand.

Customer Service 43

Customer Service 43

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Chief among these is our power to create a supportive and edifying dynamic among our teams. That being said.it’s very, well, hard.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Social Media 118

Social Media Contact Center Omnichannel NPS 118

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Execs In The Know

FEBRUARY 18, 2023

Despite uncertain economic times, contact centers can save money by implementing the following four strategies focused on increasing efficiency without sacrificing customer experience. Provide Self-Service Options Self-service options reduce the need for customers to interact with an agent, saving the contact center money.

Contact Center 52

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 52

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

Zendesk

MARCH 22, 2021

In 2021, customers can check a business’s reputation just by pulling out their phones and doing a quick search. These days, 87 percent of buying decisions begin with research conducted online before the purchase is made,” says Rani Sivesind , a customer success operations manager at Zendesk. And most do!

B2B 98

B2B Entertainment Start-ups B2C 98

Help Scout

JULY 29, 2021

Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering. This, in turn, reduces support volume, and it also provides your support team with additional resources to share with your customers.

Start-ups 142

Start-ups Education Sports Engineering 142

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. It’s a good idea to let your customer base know where you stand on controversial topics.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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. Local vs. Global. Both things can be true. Balance of Forces.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. There is case for each, but we’ll start with recognizing the signs that your organization may not truly be committed to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

ClientSuccess

DECEMBER 19, 2022

Creating these playbooks allows CSMs to build repeatable processes that can help them to do more for their customers. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. eBook: CSM from the Trenches: Implementing Customer Success.

Education 72

Education Customer Relationship Sales Customer Service 72