Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed. Customer service representatives were not immune to this either.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.

Chatbots 153

Chatbots Abandon Rate Social Media Customer Satisfaction 153

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. *Photo by fauxels from Pexels. Adam Toporek . Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

InMoment XI

MARCH 18, 2024

Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights. This phase goes beyond mere data collection; it’s about turning that data into a goldmine of insights that guide your path to success.

Multi-Channel 260

Multi-Channel Analysis Social Media Survey 260

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.

Social Media 132

Social Media Chatbots ROI Brands 132

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence marketing (AIM) is an innovative way for marketers to bridge the gap between data science and execution. Better Ad Optimization.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Keep reading to learn more.

Customer Service 52

Customer Service Contact Center Customers Trends 52

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.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. Efficiency Customer service representatives can handle multiple chats simultaneously with live chat support, unlike phone calls which require one-on-one communication.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

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. Let’s break down how you can do just that now.

Self Service 130

Self Service Consumers Customer Service Social Media 130

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. This is the promise of Generative AI customer service. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. This allows for more proactive and relevant customer support.

Customer Service 180

Customer Service Chatbots Interaction Customers 180

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 FoxMetrics Blog 5. MeasuringU 7.

Analytics 93

Analytics Data Social Media Analysis 93

ShepHyken

OCTOBER 4, 2019

Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. Smart businesses are now turning their heads to customer engagement platforms.

Brands 119

Brands Engagement How To ROI 119

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Would you please stop using spreadsheets to track employee attendance?

Contact Center 52

Contact Center Call Center Trends Healthcare 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog. For Entrepreneurs by David Skok is a blog for entrepreneurs that publishes some of the best content on customer success. Intercom Blog. Zendesk Blog. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Customer Bliss

NOVEMBER 9, 2017

I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. How do you determine how your clients or customers will react to a new product or service – or more importantly, how they interact with your brand? In this post, I share 5 examples of how beloved companies, such as Netflix and L.L.

Trends 204

Trends Customer Experience Customer Insights Customers 204

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. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. It’s being used to deliver more personalized and efficient service experiences.

Chatbots 130

Chatbots Training Customer Satisfaction Technology 130

ShepHyken

MAY 31, 2019

Most of us are well-acquainted with the term “customer service”. Every stage of a customer’s interaction with your brand should be considered, from the discovery, purchase and service to follow up and advocacy. How customer experience is different from user experience and customer service.

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

ShepHyken

AUGUST 30, 2019

Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Common threats come in the form of mobile malware, spear phishing, denial of service attacks, botnets, ransomware and advanced persistent threats (APT). Customer loyalty is built on trust.

Customer Experience 102

Customer Experience Policies Government Customers 102

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Dimension Data research says that 56 percent of businesses expect transactions via telephone to fall over the next two years. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Self Service Banking Airlines 110

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. They use data from what the customer is saying to personalize the interaction. Because they can mine significant amounts of data in moments, chatbots can be very powerful.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

ShepHyken

NOVEMBER 16, 2018

Today, a typical customer expects a prompt response and fast service from any business. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. As we all know, nowadays, consumer behavior is prejudiced by various aspects.

Consumers 95

Consumers Technology Chief Customer Officer Social Media 95

ShepHyken

SEPTEMBER 6, 2019

With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting their identities but also demanding more secure, easy and seamless transactions. Mobile-first and Mobile-only Mindsets.

Consumers 92

Consumers Study Loyalty Technology 92

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Perceived corruption and inefficiencies within government institutions have significantly impacted public perception, leading many to question the integrity and effectiveness of their leaders and public services.

Government 188

Government Communication Self Service Chatbots 188

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. In this blog post, you will learn how to power your applications with Amazon Transcribe capabilities in a way that meets your security requirements. For more information about data privacy, see the Data Privacy FAQ.

Guidelines 82

Guidelines Resources Connections Communication 82

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. This is where the benefits of a virtual web assistant truly shine.

Company 94

Company CRM e-support Resources 94

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Your customers will sing praises if you provide a great product or service, but can also be vocal when they feel like their needs are being met.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

ShepHyken

NOVEMBER 15, 2019

Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone. Offering faster, more convenient service at literally any time.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Use social media as a forefront of customer service.

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. While these examples and suggestions might appear a little fleeting, one thing that will definitely encourage customers to return repeatedly is excellent customer service.

Infographics 89

Infographics Retail Customer Service Policies 89