Win the Customer

NOVEMBER 2, 2015

In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In

Customer Service 137

Customer Service Customer Experience 137

Customer Think

AUGUST 9, 2023

Every customer service specialist has a story of a nightmare customer. Many customers need to make a purchase under the worst possible circumstances, and it’s on the customer service […] It’s the genre that launched a million TikTok channels.

Customer Service 52

Customer Service Customer Loyalty 52

The DiJulius Group

APRIL 24, 2024

Is your company’s watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence.

AI 86

AI Artificial Intelligence Customer Service Customer Experience 86

Inside Customer Service

FEBRUARY 2, 2023

Imagine you had to improve customer satisfaction. Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness. Friendly employees can even help offset the impact of slower service or a higher error rate.

Mystery Shopper 207

Mystery Shopper Customer Satisfaction 207

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement.

AI 138

AI CX Business Growth Innovation 138

Inside Customer Service

APRIL 27, 2023

Do your customer service goals inspire the team? This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Types of customer service goals Generally speaking, there are three common types of customer service goals.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you. Why is rapport essential?

Customer Service 199

Customer Service Start-ups 199

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Inside Customer Service

DECEMBER 22, 2022

Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. Tip #1: Learn from experience Make a list of the top reasons that customers get disappointed.

Transportation 210

Transportation Construction Sales Customer Experience 210

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Top three ways to prevent agent burnout Having a customer-focused organization is table stakes. Is burnout gripping your contact center?

Contact Center 212

Contact Center Start-ups Customer Service 212

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. You’re in the wrong line," he said. Get in that line," pointing to another queue of customers. We were just in that line," we replied. Get in that line."

Customer Service 147

Customer Service Sales Retail Start-ups 147

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . IVR deflection is a specific technique that seeks to improve the IVR customer experience, allowing customers to have a multichannel experience. . Benefits of IVR deflection.

Contact Center 118

Contact Center Education Customer Service Technology 118

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

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 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer.

Social Media 153

Social Media Start-ups Gaming Customer Service 153

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Bill Quiseng

MARCH 14, 2022

Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It means that a customer felt you had all his problems resolved.

Customer Service 97

Customer Service 97

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? Smarter self-service options. What Customers Want and Expect in Customer Service.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

The Customer Service Blog

SEPTEMBER 8, 2023

A major part of M&S’s return to the FTSE 100 last week (along with a share price rise of over 70%) can be credited to the retailer’s significant investments in customer service. That’s what matters, and if we do right by our customers, we’ll do right by our shareholders.” It also invested £46.5m But it’s not easy.

Customer Service 84

Customer Service Retail Customer Satisfaction Sales 84

Zendesk

FEBRUARY 27, 2024

AI is radically transforming the world of customer service, and at Zendesk Relate , you’ll gain insights and best practices to lead your organization through this next wave of transformation successfully and make your business ready for AI-first service.

AI 59

AI CX Gaming Customer Service 59

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

Taylor Reach Group

MAY 11, 2021

This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. While Guiding Principles can be developed in isolation (i.e. What are Guiding Principles?

Customer Service 145

Customer Service Customer Satisfaction CX 145

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This is because many businesses have had to shift to remote work and rely more heavily on customer support services. between 2021 and 2026.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Fonolo

DECEMBER 8, 2023

Today’s trends are tech-driven Today’s top customer service story is all about technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security. But we think the bigger payoff will be found on the agent side.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Customer Service Life

DECEMBER 14, 2020

The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we waited, we watched one customer lose patience, leave the line, get in her car, and go through the drive-through.

Contact Center 117

Contact Center Start-ups Customer Service Customer Experience 117

Fonolo

APRIL 20, 2021

If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. Why use a call overflow handling service? How to avoid using a call overflow handling service.

Legal 148

Legal Finance Healthcare Customer Service 148

Taylor Reach Group

JUNE 21, 2021

TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of A global Contact Center, Call Center, and Customer Experience consulting firm. The Taylor Reach Group, Inc.

Compliance 128

Compliance Contact Center Government Retail 128

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Shep Hyken

FEBRUARY 23, 2022

Just do a Google search of “How long do we spend waiting in lines?” Customers dislike standing in line so much that some will pay to have someone else stand in line for them. That’s one of the services offered by TaskRabbit – actually hiring someone, referred to as a “Tasker,” to stand in line for you. .

Customer Service 116

Customer Service Sales 116

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Where can we streamline processes or contribute value for both your customers and internal teams? The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

Myra Golden Media

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 139

Customer Service Gaming Innovation Customer Experience 139

Zonka Feedback

NOVEMBER 22, 2022

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success.

Customer Service 98

Customer Service Customer Experience 98

Shep Hyken

APRIL 13, 2022

This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. .

Customer Service 119

Customer Service Start-ups Customer Experience 119