ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. The Rise of Chatbots. Believe it or not, the chatbot has been around for a while now.

Chatbots 90

Chatbots Customer Journeys Customer Experience How To 90

Comm100

SEPTEMBER 28, 2021

In the second part of digital transformation journey , we looked at five strategies for boosting success in a customer service transformation. In this article, we’ll showcase five organizations that have successfully navigated digital transformation in customer service.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. And did you guess what company this article is about?

Omni-Channel 87

Omni-Channel Customer Centricity Company Self Service 87

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 62

Self Service Trends Customer Service Chatbots 62

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Customer Service Strategies Behind Zappos’s Success by Sharpen. 10 Tips For Making Customers Feel Welcome by Richard R.

Customer Service 0

Customer Service Chatbots Culture Tips 0

CSM Magazine

APRIL 18, 2024

One of the standout features of these models is their ability to understand context and generate responses that are not just accurate but also contextually relevant—a leap forward from the rule-based chatbots of the past. Here are some of the ways LLMs are being utilized: 1.

Social Media 52

Social Media Chatbots Analysis Customer Service Representative 52

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Comm100

SEPTEMBER 29, 2021

The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service Wins , looking at success stories from companies that transformed their customer service using live chat and ai chatbots to improve customer experience and grow capacity.

Customer Service 194

Customer Service Culture Effort Score Chatbots 194

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 78

Customer Service Rewards Programs Customer relationships e-support 78

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Comm100

SEPTEMBER 25, 2021

Yet, these examples could be far from what some customers are looking for, and it’s crucial to know what it means. This article will cover the following: Digital Transformation in Customer Service Significance of Omnichannel Customer Service Importance of Personalization Strategy and Ideas Using Software for Customized Customer Service.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

CSM Magazine

APRIL 22, 2024

With the integration of artificial intelligence (AI), predictive analytics, and cutting-edge security measures, online casinos and betting platforms are poised to redefine what it means to provide stellar customer support.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Social Media 128

Social Media Examples Brands Customer Service 128

CSM Magazine

OCTOBER 19, 2020

Customer service is highly influential in purchasing decisions and how strong your sales are may depend on how interactive and personalized your customer service strategy is. Reacting to customer behavior and responding to queries promptly are essential for encouraging sales. Maisie AI eCommerce Chatbots.

Ecommerce 98

Ecommerce Social Media Chatbots Customer Service Strategies 98

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Tips 70

Tips Self Service Strategy Customer Experience 70

CSM Magazine

AUGUST 22, 2019

Scale Support with Chatbots, Automation, AI, IoT and More: Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer friction points to deliver personalized, automated solutions with the human touch.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. What is the difference between a voicebot and a chatbot?

Industry 52

Industry Customer Service Contact Center Chatbots 52

Inbenta

JUNE 30, 2022

Three examples of proactive support Proactive chatbots can give brands a competitive edge. Proactive support is an approach that requires helping customers before they need to contact your support team. Proactive chatbots. Proactive chatbots differ from reactive chatbots in that they do not wait for a customer to type a request.

Chatbots 52

Chatbots Net Promoter Score Customer Satisfaction NPS 52

ProProfs Chat

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. Your thoughts.

Strategy 93

Strategy Chatbots Self Service Customer Centricity 93

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Human vs Bot.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 56

Customer Service Management Exercises Leadership 56

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. NPS, CSAT or Customer Effort?

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

e-support 139

e-support Omni-Channel Competitive Advantage Customer Centricity 139

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? This frees-up human agents to solve more challenging cases.

Chatbots 87

Chatbots NPS Technology Brands 87

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

Customer Experience 109

Customer Experience Customer Service Net Promoter Score Self Service 109

CSM Magazine

JUNE 28, 2021

In this case, the company is known for going the extra mile for it’s customers. In this article we will discuss some small business customer service strategies to help you. You can even think about automating some of your customer support functions. Conclusion.

Customer Service 52

Customer Service Self Service Tips Social Media 52

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Myra Golden

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. So, if you’re ready to take your contact center to the next level, read this article!

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Want To Retain Your Customers?

Connections 120

Connections Customer Centricity Consumers Culture 120

ShepHyken

MAY 22, 2020

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 90

Customer Experience Customer Journeys How To Analytics 90

Magellan Solutions

AUGUST 23, 2021

Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? Social Media, Email, Chat, etc.). AIs and Chatbots are unaffected by distractions, fatigue, or mistakes. Let’s find out.

Omni-Channel 52

Omni-Channel Call Center Contact Center B2C 52

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. Now is the time to double down on self-service. Quarantines.

Self Service 76

Self Service Customer Service Airlines Travel 76

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13