ShepHyken

APRIL 4, 2023

When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. For most of my life – until the recent past – the customer wasn’t expected to tip. Somewhere around 1850 or 1860, Americans started tipping.

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

NOVEMBER 6, 2023

Each week, I read many 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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

FEBRUARY 12, 2024

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. This article shares some great insights and findings. Our customer service and CX research confirm this.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Help Scout

AUGUST 22, 2023

Read the full article Create better help docs that enable your customers to get answers 24/7 even when your support team is offline.

Self Service 40

Self Service Knowledge Base Tips Customers 40

ShepHyken

JANUARY 18, 2021

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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Both are self-service options, but what’s more effective?

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. Chatbots take this self-service to another level.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Myra Golden

JULY 11, 2019

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. In this article, I’m going to show you how to spot when it’s time for you to step up, and help a customer use self-service, much like the airport employee did for me.

Self Service 53

Self Service Airlines Tips Customers 53

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40

Totango

JANUARY 2, 2024

Sezzle, a payment platform service, uses both a high-touch onboarding process powered by Totango with tasks and automation but executed by CSMs, as well as a digital onboarding process supported by Totango campaigns and self-service resources for their merchants.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

GetFeedback

APRIL 19, 2018

Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Survey Tip #2: Add interactive surveys to your website. Survey Tip #3: Embed surveys into knowledge base articles. But how can you be sure your help articles are answer questions effectively?

Tips 170

Tips Survey Engagement Effort Score 170

ShepHyken

APRIL 5, 2021

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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are my top five picks from last week.

Customer Service 123

Customer Service Self Service Contact Center Tips 123

ShepHyken

MAY 15, 2023

Each week, I read many 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. Just last week, I included an article focused on this trending topic. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

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. Here are some tips for building a winning customer experience strategy. You can build your winning customer experience strategy with these quick tips. .

Tips 70

Tips Self Service Strategy Customer Experience 70

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Qualtrics and Medallia’s service model leans toward managed services rather than self-service.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self Service 45

Self Service How To Report Consumers 45

ShepHyken

NOVEMBER 1, 2020

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. My Comment: Just after Halloween, this is the perfect article. My Comment: I really liked this article.

Customer Service 104

Customer Service Self Service Tips Guidelines 104

Kayako

NOVEMBER 22, 2017

A few tips for structuring support replies : Use ordered lists or bullet points when needed. This can be voicemails that state hours of operation, or auto-response emails with links to popular help desk articles. Self-service is effective and efficient any time of the week. The Kayako ‘self-service’ starter recipe.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

CSM Magazine

MARCH 31, 2022

In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. Offer Customer Self-Service Options. Another way to reduce customer effort is to offer self-service options. Reducing customer effort is key to keeping your customers happy.

Self Service 52

Self Service Tips Customer Service Representative How To 52

SurveySensum

AUGUST 10, 2023

Improve the Level of Self-Services You are Offering Customers nowadays are self-dependent. It is imperative that businesses understand the importance of streamlining their self-service options and make their customers explore the brand on their own terms. But how to improve customer effort score efficiently?

Effort Score 52

Effort Score Self Service Loyalty Tips 52

ShepHyken

MARCH 21, 2022

Each week I read many 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

CSM Magazine

JULY 18, 2022

By reducing the pressure on your customer service team, you’re making their job more accessible and improving the quality of customer service that your company provides. Here are a few tips to help reduce the pressure on your customer service team: 1. Offer self-service options. There you have it!

Self Service 72

Self Service Tips Customer Service Policies 72

Eptica

APRIL 16, 2021

Based on our experience we’ve outlined four key areas to focus on, from keeping knowledge up-to-date to increasing the use of self-service and chatbots. Learn more tips by reading the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction Self Service Chatbots Knowledge Base 72

Call Experts

NOVEMBER 12, 2021

With millions of shoppers looking to make purchases, staffing customer service is essential. Here are some tips for staffing successful holiday shifts. . “But if you know you won’t be addressing customer service issues during the holidays, give yourself a time limit (i.e., “Be available. Happy Holidays! .

Tips 98

Tips Customer Service Contact Center Self Service 98

Inbenta

DECEMBER 21, 2023

These changes, together with improvements in technology, have had a significant impact on self-service performance. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. However, our question was… How much impact do transactional chatbots have in self-service rates?

Chatbots 52

Chatbots Self Service Ecommerce Insurance 52

ShepHyken

DECEMBER 30, 2019

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. This article included something worth considering. The article includes five ideas. Here are my top five picks from last week.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

GetFeedback

JANUARY 24, 2019

But don’t worry, we’ve got your back—follow these 10 tips to always deliver an amazing customer service experience. A self-service knowledge base. Did you know that 91% of customers will use a self-service knowledge base if it’s provided? Get the 10 step guide for Live Chat Support.

Tools 210

Tools Self Service Customer Experience Net Promoter Score 210

Steve DiGioia

SEPTEMBER 17, 2018

This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service. How can we expect our employees to provide a great service when they may not have experienced it themselves? Restaurant #1.

Self Service 231

Self Service Tips Examples Customer Service 231

ShepHyken

JANUARY 2, 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. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Help Scout

APRIL 27, 2021

Understanding and managing the power of the queue is critical to a sustainable customer service organization. You might well ask, “Why do we need a whole article about dealing with a list of questions?” Our own team at Help Scout shared their triage model in this article. Improve your self-service options.

Self Service 117

Self Service Management Tips Metrics 117

ShepHyken

FEBRUARY 19, 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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

MARCH 16, 2020

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. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. Here are my top five picks from last week.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

CSM Magazine

APRIL 20, 2022

In this article, we will discuss five tips that will help improve your SaaS customer service process. Follow these tips and you’ll be on your way to delivering excellent customer service! Tip 1: Dedicate a Team to Customer Services. Tip 2: Provide Self-Service Options.

Tips 52

Tips Customer Service Knowledge Base Self Service 52

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Tips for video chat: – Avoid plug-ins.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

GetFeedback

AUGUST 24, 2018

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. When self-service content is easy to discover and navigate, businesses not only see higher customer satisfaction rates , but they reduce support costs because customers can help themselves. Create a Buyer Persona.

Knowledge Base 170

Knowledge Base Customer Centricity Self Service Comparison 170

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. My Comment: This excellent article has three powerful tips. This article shares three questions to consider to help quantify CX success.

Self Service 48

Self Service Social Media Customer Service Fashion 48