ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Look at channels such as self-service and chat to give instant answers, ensuring that time-poor consumers don’t have to wait for a response to their email or social media messages.

Connections 72

Connections Self Service Social Media Innovation 72

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Fonolo) Are voice interactions becoming a smaller part of the customer service picture? My Comment: Is phone support the best way to get customer service and support? What Exactly Is The Future of Customer Service? by Dan Gingiss.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. How can they cope? It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. On both sides of the Atlantic more of the Contact Babel survey sample think live telephony customer service call volumes will reduce rather than increase.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Resource email and social media so that customers receive fast responses, avoiding multiple follow-up enquiries which will encourage them to switch permanently to these channels.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Company resources are finite – organizations need to find a cost effective way of delivering the optimal mix of digital efficiency and human contact , personalized to customer needs.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Half of tweets going unanswered Insurers are increasingly present on social media. All ten were on Twitter, and four of these had a specific Twitter handle for customer service.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. They expect a fast response – otherwise they are likely to escalate their complaint and share it through social media. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Let your customers use their channel of choice There is a growing number of channels available for customer service, from the telephone and email to the web, social media and chat. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Share this page on: Tweet.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

OCTOBER 4, 2017

In particular, the rise of artificial intelligence (AI) is poised to transform customer service, and now is a good time to look at the opportunities and threats it provides to the sector. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Even an on-hold message when customers call can direct them to an FAQ page or Resources page on your organization’s website. . Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Eptica

MARCH 14, 2018

However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. The social media experience delivered by the banks also trails behind some other sectors. The email experience has improved, but not significantly.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. The resource squeeze was also evident when it came to chat. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

Kayako

OCTOBER 13, 2016

Luckily, this coincided with the rise of live chat and social media. 2000s onwards into interactive and social media. Shortly after, social media burst onto the scene. Now, those short and sharp bursts of text could happen across the social networks customers used when they needed quick help.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Fail to deliver this and not only will you lose customers to rivals, but they are likely to share their experiences on social media, damaging your broader brand reputation. Share this page on: Tweet.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Stella Connect

JANUARY 25, 2018

According to a 2009 Booz & Company report , customer feedback is “one of the largest untapped resources for companies”—a veritable gold mine of business intelligence. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. How brands should respond.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Eptica

NOVEMBER 1, 2017

Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. While performance on the web, email and chat improved, this was more than cancelled out by a drop in performance on social media.

Brands 49

Brands Customer Experience Self Service Social Media 49

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. By contrast 30% of insurers and fashion retailers delivered consistent answers on three channels.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

MARCH 31, 2017

Response rates and accuracy have not improved year on year across most channels with retailers failing to answer nearly half (46%) of routine questions asked through email, the web and social media, a 1% drop since 2016. On average, replies on email, Twitter and Facebook were all delivered in around half the time of 2016.

Retail 48

Retail Customer Experience Social Media Self Service 48

Eptica

JANUARY 24, 2018

So it doesn’t matter if you are a utility or a local authority – they will expect the same level of service as from the most advanced online retailer. Company resources are finite While the CX budgets of many brands are growing, so are the places that they can be spent.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries. ROI in Agent Happiness (and Better Allocation of Corporate Resources).

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Clicktools

MAY 24, 2017

Customer engagement on social media channels is a great thing—in fact, as I’ve said before in Forbes , social media is both a customer experience and a marketing channel. Posting blogs, videos, and other resources in an online portal, though, increases the utility and reach of your content marketing efforts.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Secondly, companies need to deliver this service efficiently , without pushing up costs or increasing resources. How can they overcome these challenges?

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. The average customer service rep salary in the US is around $35k per year. According to Gartner, Inc.,

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Provide Support

OCTOBER 7, 2015

Convenience: omni-channel, self-service, mobile. Research by the Corporate Executive Board finds that only 16% of customers are “means-focused”, knowing exactly which customer service channel they prefer to contact a company. It is predicted that by 2016, mobile search will generate 27.8 Are you ready to go?

Customer Service 40

Customer Service Omni-Channel Self Service How To 40