Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Zendesk

OCTOBER 6, 2022

Examples of bad customer behavior are typically what make for breaking news in the world of customer service. More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios. Celebrate good service. That’s not okay.

Customer Service 98

Customer Service Technology Technology Customer Experience 98

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

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Omnichannel customer service was a ‘nice-to-have’ for many years.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. What is video chat technology? See what Acquire can do: [link]. billion by 2027.

Customer Service 98

Customer Service Social Media Technology Technology 98

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

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

CommBox

MARCH 2, 2022

As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Shep Hyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Why Your Customer Service Needs Online Training

Customer Service 69

Customer Service Customer Loyalty Customer Relationship Customer Expectations 69

cxservice360

DECEMBER 9, 2021

As the COVID-19 pandemic still rages on, businesses are evolving to ensure they continually meet their customers expectation while remaining profitable and keeping employees safe. The pandemic highlighted the importance of customer service teams and digital channels across various industries.

Customer Service 98

Customer Service Customer Expectations 98

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 63

Customer Service Omnichannel Customer Satisfaction Touchpoint 63

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

Steven Van Belleghem

JANUARY 26, 2022

Even in the digital world, people like to deal with people. But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. Invest in that.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

CSAT.AI

APRIL 26, 2023

An in-house customer service team that is steeped in company culture sounds great. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. Your customers don’t want to break out in a sweat over service either. It may not be a fit for yours.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

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

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Customer Service 82

Customer Service Omnichannel Social Media AI 82

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

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

NOVEMBER 14, 2022

These price increases across food, fuel, and consumer goods and services are real and especially significant in parts of the world already struggling with poverty and unrest. Yet as we learned in the early days of the pandemic, the companies who were further ahead on their path to digital-first had an easier time making the required shifts.

Customer Service 98

Customer Service Customer Expectations CX AI 98

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. The Signpost Project is an innovative digital platform aimed at helping crisis-affected communities around the world.

Customer Service 52

Customer Service Action Campaign Innovation CX 52

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 86

Customer Service AI B2C Technology 86

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. What is good customer service?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Logicalware

FEBRUARY 1, 2023

Puzzel Digital Engagement enables you to adopt a proactive approach to your customer support interactions. In the case of the family’s research on pre-school fees, Puzzel’s Digital Engagement will forward the contextual parameter “pre-school” to the chatbot.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 52

Zendesk

FEBRUARY 12, 2024

“Workforce engagement management is key to not only meeting, but exceeding customer expectations. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Redefining the airline customer experience. Digital technology makes this possible. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Customer Service 77

Customer Service Machine Learning AI Social Media 77

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Canadian Blood Services.

Customer Service 78

Customer Service Social Media Retail Technology 78

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

Intercom, Inc.

MARCH 28, 2022

To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

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

Totango

FEBRUARY 25, 2020

Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. What is the Difference Between Customer Success vs. Customer Service?

Customer Service 101

Customer Service Start-ups Customer Experience 101

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In The golden rule of customer service?

Customer Service 98

Customer Service Social Media CX AI 98

Shep Hyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Start by reading this article.

Customer Service 65

Customer Service B2C B2B Sales 65

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Customer Service 61

Customer Service Omnichannel Social Media AI 61

TeamSupport

APRIL 20, 2021

A customer service vision statement is your opportunity to create more meaningful work, motivate employees, and improve their performance. Why Write a Customer Support Vision Statement? People who discover customer service vision statements tend to ask questions like these: “ What is that vision statement, anyway?”

Customer Service 98

Customer Service Customer Satisfaction B2B Customer Experience 98

Intercom

MARCH 22, 2023

Our business is to make internet business personal – not just for people in need of customer service, but also for the people offering it. It’s also a major contributor to a customer support team’s morale. Localization is a major part of that goal. What is localization?

Customer Service 59

Customer Service AI Customer Experience 59