ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

How To 85

How To Airlines Social Media Communication 85

ShepHyken

NOVEMBER 16, 2018

A basic articulation of their disappointment on your social media that isn’t reacted to promptly will ignite uproar from different customers who approved of your products and services. Previously, an organization gave customer service through emails – that did not get immediate reactions – and telephone calls.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Implementing technology without strategy makes us do the wrong things faster ! 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Vonage

AUGUST 15, 2016

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. Personalize your customer service without getting too personal.

Self Service 120

Self Service Contact Center Trends Connections 120

ShepHyken

JUNE 1, 2018

But what’ll help you maintain your customer satisfaction ratings is the use of a live chat software. As per eDigital’s study, live chat is known to provide maximum customer satisfaction, with 73%, as compared to any customer service channel.

Software 103

Software Comparison Customer Satisfaction System 103

ShepHyken

NOVEMBER 10, 2017

The post Guest Blog: Live Chat Simplifies the Customer Journey appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: The Phone Is The New Millennial Wallet.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

ShepHyken

JULY 21, 2017

Read Shep’s latest Forbes Article: AI And Chatbots Are Transforming The Customer Experience. The post Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

How To 92

How To Software Knowledge Base Tools 92

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. ” Plot Out Customer Journeys. Shep Hyken.

Customer Journeys 48

Customer Journeys Software Self Service Feedback 48

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Social Media 40

Social Media Customer Service Customer Service Strategies Brands 40

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. Staying in touch with the customers. Focusing on strategy.

Policies 40

Policies Exercises Travel Customer Service 40

transcosmos Information Systems

SEPTEMBER 5, 2018

This has drawn businesses to utilise the service to their advantage, and at the same time consumers flock to the social networking site to find useful information before making a purchase. As such, marketers are encouraged to provide an efficient customer care service to help grow their business. Here’s how: Planning.

Social Media 69

Social Media e-support Customer Service Strategies Customers 69

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

transcosmos Information Systems

JANUARY 5, 2017

There’s indeed some bit of a risk buying a product or service that’s not in front of you physically. And here’s where good customer service can make all the difference. It’s not much of a secret that the most successful businesses thrive because of their brand of customer service. Phone Support.

e-support 87

e-support Customer Experience Social Media Policies 87

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

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. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Tools 116

Tools Customer Service Hospitality Healthcare 116

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 86

Customer Experience Average Handle Time Net Promoter Score Customer Care 86

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts? Social media training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

Comm100

OCTOBER 17, 2017

New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

ShepHyken

OCTOBER 20, 2017

At Genesys, we make customer experience management systems that use assistive AI development — we call it “blended AI” and have personified it as “Kate.” Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. This blended AI model doesn’t eliminate the need for customer service reps.

Call Center 87

Call Center Contact Center Omni-Channel Chatbots 87

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This makes it difficult for customers to shop for the software that would be most appropriate for their business.

Social Media 121

Social Media CRM Self Service Software 121