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 makes customer service easier. Listening Skills Customer service is about helping people.

Customer Service 199

Customer Service Start-ups 199

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Inside Customer Service

MAY 19, 2022

I was recharged and was amazingly productive for the rest of the day. How fatigue affects customer service Fatigue makes customer service difficult. How fatigue affects customer service Fatigue makes customer service difficult. That's a bad combination for service.

Social Media 130

Social Media Start-ups Customer Service 130

Inside Customer Service

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. First, I've trained thousands of customer service employees.

Customer Service 188

Customer Service Outlook Start-ups 188

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 189

Customer Service Customer Experience Start-ups Customer Feedback 189

Logicalware

SEPTEMBER 28, 2021

To help contact centres tackle these new challenges, today we have released an exciting new product and an array of new features in the Puzzel Customer Service Platform. You can learn more about Puzzel Quality Assurance on our product webpage. That’s where we come in… Supporting the post-pandemic contact centre.

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

Adrian Swinscoe

JULY 14, 2023

Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.

Customer Service 190

Customer Service 190

Inside Customer Service

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. What type of survey is best?

Customer Service 147

Customer Service Customer Satisfaction Customer Survey Customer Experience 147

CX Network

APRIL 16, 2024

How customer service teams are benefitting from a generative-AI-powered productivity boost

AI 57

AI Customer Service 57

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Intercom

FEBRUARY 21, 2023

One such experiment took place last year in the run-up to the launch of our next-generation Inbox , when we chose to dedicate a team of specialists to handling questions specific to the new product. These cupcakes typically focus on how rethinking one part of a process can impact our team’s performance and productivity.

Customer Service 59

Customer Service Customer Feedback Start-ups Customer Satisfaction 59

Inside Customer Service

JULY 1, 2021

The business models were similar, they were roughly the same size, and their products were essentially the same. Both even professed to be fans of the principles outlined in The Service Culture Handbook. You have to walk the talk if you want your employees to be customer-focused. Here are seven ways to do it. #1

Customer Service 208

Customer Service Contact Center 208

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

The DiJulius Group

SEPTEMBER 18, 2023

Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Read Full Article The post Is the Customer Service Recession Ending? appeared first on The DiJulius Group.

Customer Service 99

Customer Service Customer Experience 99

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. And when we CARE each team member is energized and enthused to engage with each other and our customers.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

AI 72

AI Customer Service Gaming Innovation 72

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.

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. Live chatbots stand out for their ability to address customer queries and provide instant support in real-time.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

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. Additionally, good service builds customer trust and loyalty.

Customer Service 84

Customer Service Retail Customer Satisfaction Sales 84

The DiJulius Group

DECEMBER 20, 2023

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! Read Full Article The post 136: How AI Will Impact Customer Service appeared first on The DiJulius Group.

AI 64

AI Artificial Intelligence Customer Service 64

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

SurveySensum

SEPTEMBER 26, 2023

Have you ever poured your heart and soul into creating a product, only to find that it languishes in the market, struggling to gain traction? As a product manager, this can be a disheartening experience. In the competitive world of SaaS, the battle for customer retention and product adoption can be fierce.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

Win the Customer

SEPTEMBER 6, 2023

This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business. Unlike human agents who have limited working hours, chatbots can assist customers 24/7.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Help Scout

AUGUST 22, 2023

Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving. Read the full article

Customer Service 85

Customer Service 85

Lumoa

SEPTEMBER 2, 2022

Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. The post Product News – August 2022 appeared first on Lumoa. Here are the improvements we have brought to Lumoa in the past month.

Close the Loop 83

Close the Loop AI Customer Feedback Customer Service 83

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. Check out this article with some fresh ideas on the topic.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

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

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

CommBox

JANUARY 28, 2024

With the rising demand for digital support and services, organizations struggle with the massive load on their traditional call centers and agents. Digital customer service diverts some load off the call centers, allowing agents to respond to multiple customers simultaneously and immediately.

Customer Service 52

Customer Service Omnichannel Artificial Intelligence CRM 52

CSAT.AI

JANUARY 18, 2023

Eliminating any human customer service support, like Frontier Airlines has done, is a bold choice. Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? How Digital Customer Service Can Help.

Customer Service 85

Customer Service AI Sentiment Analysis CX 85

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

Shep Hyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 112

Customer Service Retail Customer Experience 112