ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled?

Customers 320

Customers Customer Service Ecommerce eBook 320

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. This speaks to a value that really marks a great customer service professional. Or perhaps you work in a restaurant where customers take orders to go.

Policies 84

Policies Leadership Customer Service Customers 84

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 252

Customer Service Case Study Customers Interaction 252

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. All this is achieved using AWS services, thereby increasing the financial analyst’s efficiency to analyze multi-modal financial data (text, speech, and tabular data) holistically.

Financial 104

Financial Multi-Channel Marketing Analysis 104

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Analysis 208

Analysis Social Media Trends Feedback 208

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Customer Service System Touchpoint 82

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 96

Customer Service Tips Video Interaction 96

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Call Center Solutions 52

Call Center Solutions Customer Satisfaction Technology Connections 52

SmartKarrot

OCTOBER 22, 2021

That is why customer success agents and customer service professionals are expected to develop empathy and maintain confidence. At such times, you can take the help of certain customer service phrases to get out of such situations unscathed. . Sometimes you can mislead customers if you assume the answer.

Customer Service 10

Customer Service Customer Service Representative B2B Customer Success 10

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. Shortly, there were websites and businesses take advantage of the myriad of functionality that chatbots were providing to customers.

Chatbots 88

Chatbots Customer Journeys Customer Experience How To 88

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. appeared first on NICE inContact Blog. But what’s all this hype about using analytics to perform quality activities, and could it help you?

Analytics 138

Analytics Management Call Recording Contact Center 138

GetFeedback

JANUARY 14, 2019

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. Only in doing so, will you ensure each person receives the best customer experience possible.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207

Steve DiGioia

FEBRUARY 18, 2019

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. It’s Anticipatory.

Policies 212

Policies Training Examples Sales 212

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Social Media 66

Social Media Ecommerce Guidelines Customer Service 66

Myra Golden

SEPTEMBER 16, 2020

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service?

Customer Service Representative 59

Customer Service Representative Video Tips Interaction 59

ijgolding

DECEMBER 14, 2017

As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. The more I have been asked this particular December, the more a phrase has continually leapt to the front of my mind – that phrase being: The 7 Year Itch.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

Feedback 208

Feedback Strategy Survey Customers 208

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

NICE inContact

JANUARY 28, 2019

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. The post How to Build a Call Center Evaluation Scorecard appeared first on NICE inContact Blog. Keep it simple and easy to digest.

Call Center 136

Call Center Contact Center How To Poor Customer Service 136

Uniphore

AUGUST 12, 2021

Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. Use active voice Solving customer challenges is all about taking action to fix a problem.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

BirdEye

MARCH 4, 2024

This blog offers a step-by-step guide on how to do that! Changing/updating your Page’s username & URL FAQs on how to change your Facebook Page name Change your Facebook Page name and attract more customers with Birdeye How to change your Facebook Page name in 6 easy steps Step 1. Let’s get started! Go to facebook.com Step 2.

Guidelines 63

Guidelines How To Social Media Policies 63

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Customer Service 48

Customer Service Course Customers Interaction 48

NICE inContact

SEPTEMBER 13, 2016

It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. We like this phrase for lots of reasons – here’s three of them. If you can solidify your weakest channel, you’ll maintain customer loyalty. #3

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

NICE inContact

AUGUST 14, 2019

Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. In case you haven’t noticed, social media has revolutionized the way we do customer service. Satisfaction is so last century.

Customer Service 137

Customer Service Social Media Brands Loyalty 137

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. Your Service.

Measurement 133

Measurement Customer Service Social Media Travel 133

NICE inContact

AUGUST 14, 2019

Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. In case you haven’t noticed, social media has revolutionized the way we do customer service. Satisfaction is so last century.

Customer Service 136

Customer Service Social Media Brands Loyalty 136

Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. There are two parts.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. We’ve all been there. Quick Adoption is Key to Success.

Customer Success 94

Customer Success Self Service Customer Journeys Tools 94

Customer Guru

SEPTEMBER 25, 2018

Being a customer service representative is not an easy task. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. In such a scenario, asking the customer to hold the line a little longer could be irksome. It’s not our fault.

Customer Service Representative 129

Customer Service Representative Policies Wait Times Customers 129

Team Support

JULY 6, 2020

This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Prioritize: One common way to prioritize your customer support tickets is by urgency or severity.

B2B 104

B2B Software e-support System 104

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65

Team Support

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

B2B 98

B2B Sales Groups Report 98

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Dina’s Blog) Fix the Problem.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79