Help.com

5 Things Customers Expect from Customer Service Interactions

Help.com

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

Waffle House’s Hurricane Response and the Value of Reliability

Help.com

Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover.

Qualities to Look for When Building Your Customer Service Team

Help.com

Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026.

What T-Mobile's New Strategy Gets Right about Customer Service

Help.com

Most people don’t have positive feelings about call centers. Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Best Slack Communities For Customer Service Pros

Help.com

Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3

Generation Z and the Customer Experience: What You Need to Know

Help.com

Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them?

5 Customer Service Mistakes Killing Your Business

Help.com

It’s summertime. The weather is warm. The sun is shining. All is good in the world. Is there anywhere you’d rather be than at home begging a customer service rep to please, please take off that $35.62 maintenance fee that shouldn’t even be there in the first place? Customer Service

What Is a Net Promoter Score, And Should You Implement It in Your Business?

Help.com

Here at Help.com, we’re all about providing better customer service. One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score.

What Twitter’s New Customer Service Tools Mean For You

Help.com

Think about the last time you had a really great customer experience- did you tell someone about it? What about a bad customer experience? Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked.

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When Customers “Purr”

Help.com

I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom. I did not just feel loved; I felt totally adored

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

How to Build an Accurate Product Roadmap with Customer Feedback

Help.com

Customer experience is everything at Help.com. If our customers aren’t happy, we aren’t either. One of the most important parts of customer success at Help.com is making sure that the voice of our customer is heard and acted on.

How to Use Twitter Polls to Enhance Customer Experience

Help.com

On Wednesday October 22nd, Twitter announced its plans to roll out Twitter Polls. A more official way to survey your followers, Twitter Polls allows users to act within the tweet rather than request users to favorite or retweet for data.

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Elegantly Adaptive Service

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Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace.

The Best Slack Communities For Customer Service Pros

Help.com

Slack. Ever heard of it? Customer Service CX Insights

Generation Z and the Customer Experience: What You Need to Know

Help.com

Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them? Marketers have been researching how to connect with Gen Z for years and have identified the group as screen addicts with short attention spans. Customer Experience CX Insights

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3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

5 Steps For Navigating Product and Service Changes Successfully

Help.com

My name is Jason Rueger, and I am small business software/service reviewer for Fit Small Business. I often approach small business software providers as a customer, to get info on their pricing and check out their customer service.

April Fools’ Day 2015: The Brands That Had You Fooled.

Help.com

Happy April Fools’ Day! Do you have any fun stories yet? Well just wait. April 1st is one of our favorites days of the year.

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‘Tis the Season to Surprise and Delight

Help.com

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season.

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November Customer Service Awards

Help.com

At Help.com , we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

October Customer Service Awards

Help.com

At Help.com, we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service.

Take advantage of social media to enhance your business

Help.com

Guest blog by Shep Hyken: . The technology available in today’s world has added new tools and opportunities to the customer service arena, and one of the most important of these is social media.

Help.com Interview With Buffer

Help.com

Recently Help.com sat down with Buffer Happiness Hero Åsa Nyström to discuss Buffer’s excellent customer service. Listen to the full audio of the interview here: Åsa Nyström ).

4 Steps To A Customer Focused Company Culture

Help.com

Micah Solomon guest post: . A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. This makes it more powerful than almost any other competitive advantage, which will likely be ripped off–sooner rather than later.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Just Surprise Me!

Help.com

Guest blog by Chip R. Bell: How would you like receiving a birthday present without any wrapping or colorful bow…just a Post-it note on the present with handwritten: “Happy Birthday?” What would an Easter egg hunt be like if the location of all the eggs were clearly marked with a red flag?

Customer Service Awards September 15-30

Help.com

At Help.com , we believe in the transformative power of great customer service. Every two weeks we like to step back and acknowledge some of the great companies and people our team comes across in their personal and professional lives.

September Customer Service Awards

Help.com

Here are September’s customer service awards. Debra Mostue – Farmer’s Insurance. People rarely think insurance and “this has been so fun,” but Debra Mostue of Farmer’s Insurance has bucked the trend in a big way. Help.com-er Alex recently bought a motorcycle.

Customer Service Awards August 16-31

Help.com

Welcome to the second edition of the Help.com customer service awards! We are rethinking customer service, and part of that is by making sure that we acknowledge the best customer service we encounter.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

6 Easy Tips for Increased Customer Satisfaction

Help.com

Customer service is hard. It is difficult to adequately train people to dealwith the litany of problems that can spring up on a daily basis at a large company.

Mid-August Customer Service Awards

Help.com

Here at Help.com , we feel like there are a lot of stories about bad customer service, but not enough acknowledging the atypically excellent customer service that people experience from time to time. We had the team sit down and talk about the best customer experiences they’ve had so far in August.

8 Tips To Improve Customer Engagement in 2016

Help.com

A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. Customer Service CX Insights

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What Twitter’s New Customer Service Tools Mean For You

Help.com

Think about the last time you had a really great customer experience- did you tell someone about it? Customer Service Customer Experience

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Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.

What Help.com is Reading This Year

Help.com

At Help.com, we’re working on building customer service software that will help you enhance your customer experience. How we’re doing that is where it gets exciting. Our engineers are leveraging new and old technology in really exciting ways, and as we kick 2016 into high gear, it’s been exciting to see progress. Culture

Introducing the New Help.com

Help.com

With great power comes great…wait that’s not it. With a world-class brand - comes great expectation. Product

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The Do’s and Don’ts of Customer Service in 2016

Help.com

We’re only a few weeks into January and already brands are setting expectations for a year of thoughtful experiences. Online retailer, Zulily , made headlines recently not for funding or financials, but for genuinely “wowing” a customer. Stories like this shouldn’t be surprising. After all, Gartner reported that 89% of companies plan on competing primarily on customer experience alone this year. Customer Service

5 Tips For a More Productive 1:1

Help.com

The 1:1 meeting is becoming ubiquitous for companies of all shapes and sizes, and there’s a reason for that. The quick meeting serves as a pulse check between a manager and employee and helps each party get a better understanding of where they stand in their team and with the company. Are they doing a good job? Where can they improve? Culture

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.