Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Legal Compliance 105

Intercom

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . You could argue that what constitutes a good customer service experience can vary by customer and industry, but there’s no denying that people’s expectations are higher than ever. .

Customer Service 64

Customer Service Manufacturing Customer Satisfaction Omnichannel 64

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

CommBox

JUNE 25, 2023

But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? It’s a straightforward equation: more customers being served with a high level of service means more agents are required.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. And taking 5-10 minutes to solve a customer’s problem can definitely bring a big sense of accomplishment. Advocate for both customers and the customer support team to the rest of the organization? I know I do.

Customer Service 104

Customer Service Gambling Engineering Innovation 104

Intercom

APRIL 6, 2023

A new wave of startups has introduced new and innovative ways to manage finances that have challenged the traditional banks, developing products and services that offer new opportunities for both consumers and businesses, and providing more convenient ways to manage finances without being bogged down by legacy systems and red tape.

Customer Service 59

Customer Service Finance Omnichannel Innovation 59

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? After all, we’re serving people, and people are messy. Click here to read the original post. That’s scary and cool at the same time, right?

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

Intercom, Inc.

JUNE 14, 2022

These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns. In Tier 2, customer support agents will have more experience and specialized knowledge of a product, service, or feature.

Engineering 118

Engineering Customer Service Customer Experience 118

Logicalware

FEBRUARY 1, 2023

Understanding the customer journey The first step to delivering proactive customer service is understanding your digital customer journey – the who and the why come into focus. Most organisations adopt a reactive and disconnected approach to their customer support strategy.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 52

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. CARE Magnificently!

CX 97

CX CXM Customer Journey Map Education 97

Intercom

AUGUST 16, 2022

Supporting your customers in the context of what they are doing, in their moment of need, is the fresh approach that businesses require for modernized customer service. What does it mean to support customers in context? What does it mean to support customers in context?

Customer Service 59

Customer Service Customer Expectations Start-ups Touchpoint 59

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. Self-serve options.

Customer Service 52

Customer Service Social Media Technology Technology 52

Fonolo

NOVEMBER 2, 2021

If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth. How to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

TeamSupport

MARCH 18, 2024

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it!

Gaming 52

Gaming Sales Customer Service Customer Experience 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? What is B2B customer service? That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

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

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” This disconnect is a big business opportunity.

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

SurveySensum

SEPTEMBER 29, 2023

They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. This scares away most customers.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Help Scout

JULY 15, 2021

Some of those items may be pretty self-explanatory, but others require dedicated support professionals to help when the frontline staff have questions. In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them.

Education 115

Education Customer Service Legal Compliance 115

CSAT.AI

OCTOBER 5, 2022

For example, take the scenario of nudging a customer who has already bought your product to buy it again before running out. A nudge like this with creativity or gamification may do better than just another email or text message your customer has to sift through. Say it is a hair product. Zendesk understands this.

Customer Experience 95

Customer Experience Sentiment Analysis AI CX 95

Intercom, Inc.

DECEMBER 14, 2022

Proactively support your customers before they ever need to reach out to your team by sharing product, event, and company announcements within the new News section of the Messenger. . Make the Messenger your own by customizing to suit your brand so it feels like an extension of your product, matching fonts, colors, layout, and more.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

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

MAY 13, 2021

One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. In all cases, productivity and quality both went up. Now here's the strange thing.

Contact Center 147

Contact Center Start-ups Entertainment Social Media 147

Zendesk

JULY 28, 2022

To provide top-notch experiences, companies need to invest in customer support solutions that help them create the experiences that keep customers loyal during times of uncertainty. What is digital customer service, and why does it matter? The challenges facing fintechs in digital customer service.

Customer Service 52

Customer Service Social Media CX Start-ups 52

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. Support is truly at the heart and soul of our business, and our main focus is to provide a world-class customer service experience.”.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

SugarCRM

JULY 15, 2021

In a world where customers want to solve their own problems quickly, self-service portals are a dynamic solution. However, it’s only a part of the customer service experience. What good does it do for a company to enable self-service portals and AI-powered chatbots only to ignore their customers?

Customer Service 48

Customer Service Omnichannel Customer Expectations AI 48

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. So how can you train and onboard your customer service agents when they are working remotely? Adopt customer service software with robust management tools . And the best part?

Customer Service 52

Customer Service Social Media Start-ups 52

Inside Customer Service

MARCH 2, 2023

Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient. Participants were first asked to complete a burnout self-assessment provided by MindTools. That spells trouble for contact centers.

Contact Center 212

Contact Center Start-ups Customer Service 212

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. It keeps the customer experience at the forefront. A great IVR menu is easy-to-navigate, with logical steps in the process related to your product.

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs.

Customer Service 52

Customer Service Social Media Manufacturing Transportation 52

SugarCRM

DECEMBER 23, 2021

Seeing how far customers could be pushed before they’d cancel a service or move to a competitor was often acceptable. If a customer registers a complaint, it’s not the end of the world. Usually, the more problems are solved by customer service, the more likely it is for customer engagement to increase.

Customer Service 48

Customer Service Technology Technology Innovation 48