Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 220

Chatbots Customer Service Training Customers 220

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

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

How To 130

How To Chatbots Omni-Channel Social Media 130

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. A Twitter feed. ClientSuccess.

Customer Service 82

Customer Service eBook Leadership Resources 82

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 132

Social Media Chatbots ROI Brands 132

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

Exceptional Customer Service 139

Exceptional Customer Service Multi-Channel Communication Customer Care 139

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

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. What are on-demand economies?

Self Service 130

Self Service Consumers Customer Service Social Media 130

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. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Trends 195

Trends Innovation Customer Service Omni-Channel 195

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. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Client Service What is the average length of your client relationships? We hope this makes your RFP process a little smoother!

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

Customer Service 166

Customer Service Chatbots Wait Times Industry 166

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. This means that providing great service is no longer a unique selling point.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. Your first priority should always be about your customers’ well-being.

Customer Service 130

Customer Service Social Media Policies Consumers 130

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 119

Brands Engagement How To ROI 119

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. Your position of power comes with a responsibility to deliver the best possible service and products to your customers. And if you fail to meet their expectations, they’ll be quick to let you know.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Use positive body language and engage with customers.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. So, customer churn is expensive.

Customer Retention 134

Customer Retention Contact Center Customers Omni-Channel 134

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. By doing so, it pools together all customer data from across every touchpoint.

Examples 173

Examples Chatbots Omni-Channel Customers 173

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. I need that customer so I need to be aggressive!

Consulting 108

Consulting Customers Customer Service Course 108

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

Fox Metrics

AUGUST 14, 2020

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. times more likely to retain their customers, and 19 times more likely to achieve above-average profitability. FoxMetrics Blog 5. Moz Blog – Analytics 10. Table of Contents 1.

Analytics 93

Analytics Data Social Media Analysis 93

ShepHyken

OCTOBER 26, 2018

Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary? Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. What company or organization comes to mind? 2) Train and treat them well.

Hotels 110

Hotels Hospitality Guest Experience Leadership 110

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

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Self Service 105

Self Service Effort Score Guidelines Tips 105

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Focusing on the customer’s safety.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. Read 3 Reasons Why Successful Teams Earn Your Trust. Of course not.

Groups 182

Groups Hotels Course Meeting 182

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65