ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. How to train your agents to avoid these 5 customer service fails by Rhiân Davies.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani. My Comment: Chatbots are getting really good.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. Facebook Chatbots are the Next Big Thing in Marketing (+5 Chatbot Examples) by Devin Pickell. (G2 In addition, there are several other great examples to give you some chatbot clarity.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Creating valuable content will help customers be interested in what you do and sell. Here are my top five picks from last week.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

ShepHyken

JULY 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. Geolocation: How Businesses Are Improving Customer Experience and Engagement by Robert Szyngiel. In this case, a bank’s chatbot, Amelia. As a result, the bank made the chatbot’s termination public.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69