Inside Customer Service

OCTOBER 20, 2022

The employee was furious at her coworkers, and she let everyone in the customer service training class know it. One employee failed to meet a single service standard. They completely ignored me as they rang up my transaction because they were too busy talking to a coworker. Her giant ego was crushing customer service.

Mystery Shopping 215

Mystery Shopping Customer Service Start-ups 215

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Inside Customer Service

JUNE 8, 2023

Managers often request it for customer service training, but participants don't like it. It would be one thing if role playing was a highly effective customer service training technique. I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work.

Customer Service 168

Customer Service Contact Center Start-ups 168

Inside Customer Service

MARCH 3, 2022

The president thought it was my job to stop the surge since I was the customer service manager. It's something I think about every time someone conflates customer service with customer experience. Customer service vs. customer experience Customer service is just one part of the overall customer experience.

Customer Service 190

Customer Service Customer Experience Start-ups Customer Feedback 190

Inside Customer Service

JUNE 16, 2022

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. "I want them to be more proactive."

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

Inside Customer Service

SEPTEMBER 22, 2022

We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. This was a huge challenge for me when I was growing up. Multiple customers vie for your attention.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Intercom

MAY 16, 2024

It’s no secret that AI is creating an entirely new way of working for customer service teams. You can start by rolling out your new system to a small segment of your customers to test how things are working. How you ramp up is entirely your call. The good news is that it doesn’t have to.

AI 52

AI Customer Service Start-ups Technology 52

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. Despite all of the great progress in that time, it still feels like the journey is just starting.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Inside Customer Service

JULY 28, 2022

The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. Email Address.

Customer Service 148

Customer Service Entertainment Gaming Start-ups 148

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. Step one: Clarify the goal Start by making it clear why you want to create a new procedure.

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Inside Customer Service

APRIL 21, 2022

Why are customer service scripts a bad idea? That's the feeling customers get when they like and trust you. Scripts are a relic of the transactional customer service era, where we trained employees to act like robots and expected all customer interactions to be the same. Here are three big ones.

Customer Service 159

Customer Service Start-ups Customer Experience 159

Fonolo

OCTOBER 11, 2018

The pace of start-up activity is very high. While we all cheer for our city to succeed, this ramp-up does have a downside. And, for start-ups and smaller tech companies, it can be a mixed blessing. And, for start-ups and smaller tech companies, it can be a mixed blessing. Tougher Hiring Now.

Start-ups 70

Start-ups Engineering Retail Technology 70

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. Did anyone even look up to acknowledge you?

Social Media 167

Social Media Customer Service Education Retail 167

Inside Customer Service

APRIL 14, 2022

It's hard to build customer service skills when you can't practice. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.

Customer Service 130

Customer Service Retail Start-ups 130

CommBox

DECEMBER 5, 2023

Takeaways: Unleashing ChatGPT’s Power for Customer Support Crafting Dynamic Conversations with ChatGPT Practical Steps for Chatbot Development and Integration Transforming Customer Service: A Strategic Approach with ChatGPT 1. Simply said it allows users to ask follow-up questions and receive relevant responses.

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Start-ups 62

Start-ups Customer Experience Education Contact Center 62

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Inside Customer Service

DECEMBER 30, 2021

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? Ironically, it happened while we were lining up to get into a comedy club. Get in that line," pointing to another queue of customers. Confused, we started going back to the first line when a third employee intervened. "No, Get in that line."

Customer Service 148

Customer Service Sales Retail Start-ups 148

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. Fin automatically resolves customer issues with safe, accurate, conversational answers based solely on your support content. Unlock 24/7 support.

AI 98

AI Customer Service Sentiment Analysis Artificial Intelligence 98

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. Another way GenAI is revolutionizing customer service is automation.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 77

AI Customer Service Technology Technology 77

Inside Customer Service

JULY 29, 2021

My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. A computer program ran in the background during each call to determine if the customer was eligible for the company credit card. Would you like to sign up?"

Customer Service 148

Customer Service Scorecard Contact Center Start-ups 148

Shep Hyken

JULY 21, 2021

Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The client said, “You have to end on time, no matter what time you start.”

Customer Service 145

Customer Service Start-ups Customer Experience 145

Inside Customer Service

SEPTEMBER 2, 2021

These stories were reassuring, and the CEO rebuffed attempts to find more data about service quality. There were critical gaps in hiring, training, and customer service that needed to be addressed. Years ago, many customer service teams shifted from one computer monitor to two. Why do employees do this?

Customer Service 148

Customer Service Retail Sales Start-ups 148

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

Taylor Reach Group

OCTOBER 8, 2021

Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Recently the touchscreen functions started being a bit wonky. By John Cockerill. Then do better.

Customer Service 142

Customer Service Sports Start-ups Retail 142

Inside Customer Service

OCTOBER 21, 2021

There had been some customer service issues within the department. The director had brought me in to meet with his leadership team and help create a strategy to improve the service culture. This was our first meeting, and it felt like a set-up. The best customer service leaders make it easy. I stared, too.

Customer Service 163

Customer Service Gaming Start-ups Customer Experience 163

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Service Quality Institute

MARCH 12, 2024

In 1979 I developed Feelings, the world’s first customer service program. Feelings Service Retail. You want me to deliver great customer service so what do I get out of this? When employees Feel Good About Themselves it reflects better customer service, teamwork, and employee morale.

Customer Service 52

Customer Service Healthcare Retail Education 52

TeamSupport

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.

Customer Service 98

Customer Service Customer Retention Start-ups Sales 98

Shep Hyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Service Quality Institute

APRIL 10, 2024

An Introductory Start-Up kit for 25 employees is only $1,499 with free shipping worldwide, available also in Spanish, Russian, and Greek. The post Speed Critical to Great Customer Service appeared first on Service Quality Institute. This is a 2 session program of 2 hours each spaced one week apart.

Customer Service 52

Customer Service Start-ups Sales Customer Experience 52

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