Inside Customer Service

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. The employee made it clear she didn't want to be in the customer service training class. These managers participated and encouraged their team to get involved, too. Thousands of employees attended. That's my first complaint."

Customer Service 130

Customer Service 130

CSAT.AI

APRIL 12, 2023

Omnichannel options, automation and self-service have made it possible for brands like yours to serve more customers in less time. That’s good news for your budgets and your customers. However, it’s important to effectively escalate the customer issues that need more attention. It’s worth having internal standards.

Customer Service 86

Customer Service Sentiment Analysis Omnichannel Legal 86

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

Intercom

MARCH 29, 2023

We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. With these advancements, teams can provide quality support, regardless of their operating budget or size.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

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

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. The importance of customer service for small businesses. So why exactly is customer service important for small businesses?

Customer Service 127

Customer Service VOC Start-ups NPS 127

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service.

Customer Service 81

Customer Service AI Technology Technology 81

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Zendesk

NOVEMBER 27, 2023

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. It provides vital, often life-saving information in local languages to help people access services and make informed decisions.

Customer Service 52

Customer Service Action Campaign Innovation CX 52

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Step 1: Define customer service quality for your company.

Customer Service 118

Customer Service Scorecard NPS Customer Satisfaction 118

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. So, a shout out and kudos to Google and the Pixel Team. By John Cockerill. My confidence was low.

Customer Service 142

Customer Service Sports Start-ups Retail 142

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

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

Aquire

AUGUST 2, 2021

In this competitive world, the success of any business depends on the quality of the proactive customer service it provides, rather than reactive. Conventionally, when customers are having issues, they’re the ones who contact customer service to get them resolved. This is called reactive customer service.

Customer Service 98

Customer Service Social Media Social Listening Start-ups 98

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Where’s the balance?

Customer Service 104

Customer Service Gambling Engineering Innovation 104

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

Fonolo

OCTOBER 30, 2018

These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. Surprise and Shout-Out to Customers. One great way to show the world how committed you are to your customers is to document the ways in which you go above and beyond for them. Use a Little Humour.

Customer Service 164

Customer Service Social Media Gaming Start-ups 164

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

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

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

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

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

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

Help Scout

AUGUST 5, 2021

These descriptions of burnout were recently shared with me by customer service professionals. Though it is not a medical diagnosis, burnout afflicts far too many customer service staff. Why are customer service professionals so prone to burnout? Support teams are hired for empathy.

Customer Service 135

Customer Service Scorecard 135

Zendesk

JUNE 28, 2021

You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. What is customer service?

Customer Service 93

Customer Service Customer Experience Net Promoter Score Touchpoint 93

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 138

Customer Service Technology Technology AI 138

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Customer Service 136

Customer Service Social Media Start-ups Customer Satisfaction 136

Logicalware

FEBRUARY 1, 2023

Puzzel Digital Engagement enables you to adopt a proactive approach to your customer support interactions. 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.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 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”? That’s where customer feedback comes into play.

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Zendesk

MARCH 17, 2021

Everyone knows customer service is important. Because we are all customers. And customer service is everywhere. Some customer experiences are obvious. Or these days it could even be a conversation with an AI-powered chatbot about a ride you took on an app-based car service. But that’s a lot.

Customer Service 98

Customer Service Hospitality Hospitality AI 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

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience. High-touch service examples.

Customer Service 98

Customer Service Start-ups Gaming CRM 98

CommBox

MAY 11, 2022

Customer service. Because keeping your customers happy isn’t just good for your karma. A whopping 93% of customers will make repeat purchases from companies that offer excellent service, while 83% feel more loyal to brands that respond to – and resolve – their complaints. It’s good for your bottom line, too.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

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. Digital prioritization.

Customer Service 52

Customer Service Social Media Technology Technology 52

Zendesk

MARCH 24, 2023

Financial services are at a pivotal point in the industry. Many employees are still remote, and customers expect to connect with your company on their mobile devices. That means sales, claims, services, and transactions need to happen securely across digital channels. Read on for our top tips.

AI 52

AI Customer Service Social Media CRM 52