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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

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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

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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

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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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Best Slack Communities For Customer Service Pros

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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

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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

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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?

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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

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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”

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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

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

How to Build an Accurate Product Roadmap with Customer Feedback

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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

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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

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Slack. Ever heard of it? Customer Service CX Insights

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

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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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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

5 Steps For Navigating Product and Service Changes Successfully

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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.

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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

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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.

November Customer Service Awards

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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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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

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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

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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

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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.

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.

Just Surprise Me!

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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.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

6 Easy Tips for Increased Customer Satisfaction

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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

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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

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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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Your Complete Customer Engagement Handbook

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

What Help.com is Reading This Year

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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

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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

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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

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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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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.