ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. How a customer treats you is outside of your control.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan. Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252

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.

Chatbots 202

Chatbots Self Service Examples Industry 202

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., The rapid spread of misinformation through social media and other digital platforms has further eroded trust in government, making it difficult for citizens to discern truth from falsehood.

Government 188

Government Communication Self Service Chatbots 188

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

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. Email and Phone Support. Product Listing Audits.

Company 94

Company CRM e-support Resources 94

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

How To 85

How To Airlines Social Media Communication 85

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. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Comm100

MAY 23, 2022

This blog will highlight the key ways that higher education is suffering by not offering digital student engagement and what they can do about it. Today’s higher education customer service needs to be student-centric, and that requires a digital-first solution. With live chat, agents can handle multiple chats simultaneously.

Engagement 130

Engagement Chatbots Transportation Comparison 130

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. out of 10 customer satisfaction score. In the US, the top-performing private sector boasts an 8.3

Government 203

Government Wait Times Video Guidelines 203

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

NICE inContact

APRIL 11, 2018

The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.

Gamification 162

Gamification Social Media Insurance Retail 162

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service e-support Self Service Customers 341

NICE inContact

JULY 1, 2019

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. Operating on two different platforms made it very difficult for them to function as a whole.

Contact Center 141

Contact Center Transportation Travel Social Media 141

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

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.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Hotels 262

Hotels Course Leadership Financial 262

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 200

Customers eBook Policies Customer Service Training 200

NICE inContact

DECEMBER 10, 2018

Not to mention, technology constraints can sometimes make it difficult to improve the agent experience. Cloud-based “AI agents” supplement and empower your live agents by handling the menial tasks so that live agents don’t have to: order status, bill payments, account updates, appointment confirmations, credit checks, and many more.

Virtual Agent 120

Virtual Agent Contact Center Resources Training 120

NICE inContact

OCTOBER 17, 2018

The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 The on-premise system was completely outdated, not to mention difficult and costly to maintain. billion in annual sales (2016).

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

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. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

NICE inContact

MARCH 29, 2018

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We Working with NICE inContact has accomplished all that and more.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

Comm100

OCTOBER 28, 2021

In this blog, we’ll be looking at just a handful of use cases that higher education chatbots can handle. . Traditional support channels can be costly and difficult to staff outside of standard business hours, but this is an area where chatbots excel. Chatbots can handle an unlimited number of chats simultaneously.

Chatbots 130

Chatbots Engagement Social Media Omni-Channel 130

Team Support

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 108

Feedback Strategy Social Media Analysis 108

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 86

Customer Service Call Center Knowledge Base Poor Customer Service 86

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Customer satisfaction: This is about how well your company meets the needs and expectations of your customers. Handling crises 7. Table of contents What is corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

JULY 5, 2019

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. These chatbots can handle the simpler first-line issues that often involve repetitive questions from customers.

Chatbots 139

Chatbots Self Service Contact Center Social Media 139

Comm100

MAY 31, 2016

“Thank your customer for complaining and mean it. ” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer.

Retail 105

Retail Self Service How To Policies 105

NICE inContact

DECEMBER 12, 2018

Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . By scripting calls you ensure that all agents provide a similar level of service and customers are treated consistently, regardless of agent. . Maintain regulatory compliance. Promote consistency.

Call Center 121

Call Center Net Promoter Score Contact Center How To 121

NICE inContact

NOVEMBER 28, 2018

Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. Improvements which increase customer lifetime value (more revenue) and lower operating costs (more profit). Maybe its call volumes that exceed contact center capacity.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121