ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Tricia Morris

MAY 13, 2016

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. Here are six ways that communities can complement customer service: 1.

Self Service 40

Self Service Customer Service Knowledge Base Consumers 40

Stella Connect

OCTOBER 12, 2021

While more companies than ever are relying on remote customer service teams and have embraced ways to help remote customer services teams thrive , still others are struggling with handling incoming calls and customer inquiries due to staff shortages. 2: Invest in self-service options.

Call Center 52

Call Center Self Service Management How To 52

Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Self Service.

Self Service 100

Self Service Chatbots Advertising Fashion 100

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Comm100

NOVEMBER 3, 2016

Use these tips to help strengthen your customer service team: Offer incentives for current agents to increase hours over holidays. Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. Take on seasonal hires and implement seasonal training.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. The AI customer experience renders this frustration obsolete. Let’s go!

Self Service 64

Self Service Customer Experience Customer Journeys e-support 64

Playvox

JANUARY 13, 2022

Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Related Article : 7 Customer Service Channels We Will Use in the Future. If organizations are to offer omnichannel experiences, agents need a unified view of the customer.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 40

Government Customer Service Self Service Customer Centricity 40

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. This has increased from 53% in 2012.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Customer Enthusiast

JULY 11, 2016

It was my first stay since the hotel completed an extensive renovation in 2012. On both occasions I was given directions to the complimentary self-service coffee dispenser located in a small alcove between the hotel lobby and bar. Sell the coffee service for $10! chilled bottle of San Pellegrino water?

Self Service 40

Self Service Hotels Customer Satisfaction Measurement 40

Eptica

APRIL 18, 2018

So, how are UK travel companies doing in terms of online customer experience? Travel has been transformed by the internet, but many companies don’t seem to have transformed their customer experience to compete.

Travel 49

Travel Brands Airlines Customer Experience 49

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. 5 Ways to Create a Customer Obsessed Brand. 5 Ways to Create a Customer Obsessed Brand. The Me-Economy.

Self Service 52

Self Service Brands Omni-Channel Loyalty 52

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Esteban Kolsky

FEBRUARY 15, 2018

And, for the record, I do have 29+ years working in customer service, and I did learn a few things in that time. and very informative, and I used some of the data from my latest research study on customer service adoption to highlight the trends in customer service.

Self Service 68

Self Service Customer Service Study Chatbots 68

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. 5 Ways to Create a Customer Obsessed Brand. 5 Ways to Create a Customer Obsessed Brand. The Me-Economy.

Self Service 40

Self Service Brands Omni-Channel Loyalty 40

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Agents are now able to build stronger relationships with specific customers and are measured on both individual and team performance, further encouraging teamwork.

Self Service 104

Self Service Contact Center Gamification Video 104

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? 50% of the consumers in the U.S.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Customers Rock!

MAY 10, 2012

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual. Good News for Social Customer Service.

Social Media 174

Social Media Conference Self Service Entertainment 174

Grade.us

JANUARY 14, 2020

Fast-forward to 2012 and only 16% of a brand’s fans see their posts. Reviews where customers share legendary customer service stories. These are stories where you’ve gone above and beyond for your customers.” These resources are largely self-service with one notable exception.

How To 51

How To Social Media Advertising Analytics 51

Help Scout

NOVEMBER 28, 2018

Most customers — 75% to be exact — prefer to chat with someone online and in real-time for answers, rather than pick up the phone to call for help. From 2012 to 2016, the number of consumers using live chat increased by 50%. Customers value their time and expect you to value it too. It’s fast, efficient and convenient.

Customer Service 40

Customer Service Self Service Knowledge Base Infographics 40

LiveChat

JUNE 25, 2018

Customers tend to get really upset if it takes longer than expected for their issues to be sorted out. Businesses, on the other hand, can manage customer service expectations by either providing these consumers with a speedy resolution or at the very least, keeping them updated on the task progress.

Customer Expectations 28

Customer Expectations Tools Self Service Knowledge Base 28

Elevio

NOVEMBER 13, 2017

Some stats for the data lovers out there: Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service. Self-service usage increased from 67% in 2012 to 76% in 2014. 40% of customers prefer self-service to human contact. Forrester ).

Company 81

Company Self Service System Tools 81

Eptica

NOVEMBER 1, 2017

But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Balancing the human and the digital in customer experience. Share this page on: Tweet.

Brands 49

Brands Customer Experience Self Service Social Media 49

Chattermill

AUGUST 29, 2018

That’s strong uptake, considering it has only been available since 2012. The platform includes self-service functions such as filtering, pivoting, and the creation of dashboards and visualisations. Amazon Redshift uses industry-standard SQL and is based off PostgresSQL 8.0.2. It removes complicated coding. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

That’s strong uptake, considering it has only been available since 2012. The platform includes self-service functions such as filtering, pivoting, and the creation of dashboards and visualisations. Amazon Redshift uses industry-standard SQL and is based off PostgresSQL 8.0.2. It removes complicated coding. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 40

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. So, not only do chat bots facilitate customer service, but they also create revenue opportunities. Image via Facebook (Mark Zuckerberg). Beep Boop HQ.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Grade.us

JUNE 2, 2020

GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size. They would pivot again, selling their pay-per-call business to IAC in 2012. Outstanding customer service. Their platform leans heavily towards local listings. Focus areas.

Software 47

Software Management Net Promoter Score Multi-Channel 47