Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self Service 120

Self Service Contact Center Trends Connections 120

ShepHyken

AUGUST 6, 2021

This week we feature an article by Charlotte Blackmore, an SEO Executive and content creator based in Essex. She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications.

Call Center 83

Call Center Training Strategy Sales 83

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. It will make your customers happier and your working day more effective. Think of how you use customer care software.

Customer Service 52

Customer Service Self Service Tips Social Media 52

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. This is particularly important in handling issues related to payments or game fairness.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

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.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Lumoa

JUNE 14, 2023

This was one of the email messages a customer received from them: This is the kind of customer service that creates and engrains a strong sense of brand loyalty. Another thing that this email makes evident is the witty and engaging tone of voice that Netflix adopts when communicating with customers.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

APRIL 21, 2017

So the first step in communicating with a Know-It-All is to assess whether you’re dealing with a real expert or a wanna-be. As your team member, their consensus may be necessary before you can move forward to solve a customer problem. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

How To 85

How To Airlines Social Media Communication 85

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

Call Experts

NOVEMBER 12, 2021

Users can easily reach their teams and get notified of incidents and changes across all communication channels such as web, mobile apps, and email. Growing consumer confidence can make customers more demanding; they expect higher quality products, faster support, and lower prices. .

Tips 98

Tips Customer Service Contact Center Self Service 98

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. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Experience 108

Customer Experience Customer Service Net Promoter Score Self Service 108

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today customers know they are powerful and authoritative, what actions are you taking to extinguish their instant information thirst?

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

ShepHyken

APRIL 28, 2017

Legacy call center solutions—and data collection technologies and processes—can’t keep pace with changing customer behaviors and the new communication channels they’re using to connect with businesses. For businesses, a single customer view is the way to keep track of the fast-moving change that is now the new normal.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., In fact, 86 percent of business leaders say customer experience is foundational to their success. to attend a meeting that could transform my career.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. The agent’s primary means of communication comes down to two different writing skills. If he or she lacks any, they might not be the best choice for your customer support team. – Shep Hyken.

How To 91

How To Software Knowledge Base Tools 91

Talkdesk

DECEMBER 18, 2017

On these channels, responding within an hour of a customer’s complaint or mention could mean the difference between a happy customer or a viral PR nightmare. Customers want replies ASAP. to talk to customers and leveraging artificial intelligence to support the resulting volume growth. Don’t just take our word for it.

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. To improve visitor engagement and bring them closer to conversion, communication is essential.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

Comm100

OCTOBER 11, 2017

If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Undynamic Customer Outreach.

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Software 102

Software Comparison Customer Satisfaction System 102

ShepHyken

JULY 22, 2016

In a Gartner analysis of the guiding principles of CRM, Michael Maoz writes that a complete and viable customer service strategy requires leadership at the top to not merely implicitly approve of customer-facing strategies, but to actively promote them through the investment of substantial resources as well as through leadership.

Customer Journeys 48

Customer Journeys Software Self Service Feedback 48

ShepHyken

AUGUST 12, 2016

Many customer service experts are averse to the idea of scripts; however, I believe that customer service scripts are a great starting point for many customer-facing positions, particularly for inexperienced or new-to-the-position reps. Read Shep’s latest Forbes Article: How To Create A Better Customer Experience.

Customer Service 48

Customer Service Course Customers Interaction 48

Playvox

SEPTEMBER 2, 2022

The other interesting data point is that even while leaders of support centers are looking to bring agents back to a physical customer care center, they’ve also indicated a strong preference for staying remote themselves. Related Article: 7 Essentials to Managing Remote Call Center Agents. ENJOYING THIS ARTICLE?

Contact Center 70

Contact Center Management Policies Gamification 70

Playvox

MAY 4, 2023

Customers today have higher expectations than ever before. Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 103

Technology How To Chatbots Self Service 103

Kustomer

AUGUST 11, 2022

With the right skills and resources, you can train your agents to conduct effective customer service conversations that leave your brand with a positive reputation. Here are a few ways to have a more effective customer service conversation: Have the right skills. Friendly and Helpful Customer Service Staff Members.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 102

Technology How To Chatbots Self Service 102

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. suggesting is that you might be able to secure some serious customer service wins via text.

Tools 115

Tools Customer Service Hospitality Healthcare 115

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. It is so not true.

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Feedback 91

CSM Magazine

FEBRUARY 21, 2022

Nowadays, it is a standard practice for businesses to have multiple channels for interacting with customers. In this article, Yasar Jameel takes an in-depth look at omnichannel customer service. In turn, it can help in boosting sales, drive customer retention and assist your customer support team.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Show podcast and a regular contributor to Forbes. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Show podcast and a regular contributor to Forbes. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 17, 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. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Here are my top five picks from last week.

Customer Service 77

Customer Service Trends Customer Care Case Study 77

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Create a community space on your website where customers can help one another troubleshoot issues.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Comm100

FEBRUARY 5, 2018

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. engagement). Marketing (Personalization) Software.

Social Media 123

Social Media CRM Self Service Software 123