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Top 5 Customer Service & CX Articles for Week of April 29, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: I’ve been studying how different brands are creating successful loyalty programs. Loyalty and self-service round out the four.

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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Self-Service Options : Offer self-help options such as FAQs, knowledge bases, and chatbots to empower customers to find answers and solutions independently. Transparency in admitting faults and taking corrective actions shows customers that the brand values their trust and is committed to delivering a positive experience.

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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Self-Service Options : Offer self-help options such as FAQs, knowledge bases, and chatbots to empower customers to find answers and solutions independently. Transparency in admitting faults and taking corrective actions shows customers that the brand values their trust and is committed to delivering a positive experience.

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10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)

eGain Blogs

Generating draft content for knowledge base articles Knowledge authors often struggle with the process of turning sprawling compliance-type documents into something that can be used by advisors. Creating effective prompts from knowledge artifacts Generated content depends heavily on the prompts used to produce it.

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10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)

eGain Blogs

Generating draft content for knowledge base articles Knowledge authors often struggle with the process of turning sprawling compliance-type documents into something that can be used by advisors. Creating effective prompts from knowledge artifacts Generated content depends heavily on the prompts used to produce it.

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Guest Post: How to Create an Exceptional Customer Experience Strategy?

ShepHyken

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Read Shep’s latest Forbes article: How To Beat The Stock Market By Four Times.

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What Elephants and Customer Experiences Have in Common

CSM Magazine

From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Change the mindset from self-service OR human-assisted to a more realistic blended one. Stay true to your brand values. A good example is speech analytics.