Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Self Service 106

Self Service Effort Score Guidelines Tips 106

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Offer fast and convenient support. Today’s financial customers demand speed and convenience through digital services, and credit unions are taking notice.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Offering 24/7 support. Reducing repetitive work.

Chatbots 202

Chatbots Self Service Examples Industry 202

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. Route students to the best agent for the job Students hate being transferred between agents when they seek support.

Chatbots 173

Chatbots Self Service Resources Social Media 173

Comm100

OCTOBER 25, 2021

While the future for higher education is not yet clear as the pandemic and its effects linger on, it has taught us one important lesson – institutions must embrace digital transformation. The key to engaging these students is through accessibility and speed via digital channels. This undoubtedly made student engagement a challenge.

Engagement 202

Engagement eBook Chatbots Social Media 202

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. Website speed tests.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. out of 10 customer satisfaction score. Citizens expect fast, convenient and personalized support.

Government 203

Government Wait Times Video Guidelines 203

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice. For today’s students, digital support isn’t just preferred – it’s expected.

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

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’ve got ideas.

How To 208

How To Self Service Banking Customer Satisfaction 208

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

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Don’t make customers wait when they initiate live chat requests.

Customer Experience 109

Customer Experience Self Service Knowledge Base Communication 109

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Customer Success Customers Communication 89

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Self Service 67

Self Service Effort Score Guidelines Tips 67

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Support Tickets and CRM Management.

Company 95

Company CRM e-support Resources 95

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. I believe that as a quick first line of support, live chat is a great alternative. The important thing to understand is that it is only a tool. – Shep Hyken. Writing Skills.

How To 92

How To Software Knowledge Base Tools 92

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 108

Feedback Strategy Social Media Analysis 108

Comm100

MARCH 2, 2022

To deliver on this expectation, member support is key. While telephone and in-branch support will always have their place, credit unions must now also embrace digital channels like live chat and chatbots to cater to their current members’ rising digital expectations, as well meet their future members’ digital needs. Table of contents.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

Kayako

NOVEMBER 1, 2017

Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be. What’s the live chat etiquette you show your customers? Support as a competitive advantage. It wasn’t.

Chatbots 213

Chatbots Social Media Competitive Advantage Consumers 213

Comm100

MAY 23, 2022

While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with. While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with. Lower engagement with current & prospective students.

Engagement 130

Engagement Chatbots Transportation Comparison 130

Comm100

DECEMBER 13, 2021

They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self Service 74

Self Service Chatbots Social Media Insurance 74

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

Retail 97

Retail Innovation System Video 97

Comm100

JUNE 27, 2021

Imagine a customer is at the checkout of your eCommerce store. This real-time support channel is live chat, and it can significantly reduce cart abandonment and increase sales when used well. They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. But there’s just one problem.

Ecommerce 130

Ecommerce Customer Journeys How To Video 130

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 ?

Chatbots 87

Chatbots NPS Technology Brands 87

Comm100

DECEMBER 7, 2021

If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If Get straight answers to the 10 most important questions you need to know before getting started with a chatbot. All support teams face questions that need a “human touch”. Download now.

Chatbots 130

Chatbots How To Measurement Wait Times 130

AWS Machine Learning

OCTOBER 10, 2023

Today, we’re excited to announce that the OpenAI Whisper foundation model is available for customers using Amazon SageMaker JumpStart. As a SageMaker JumpStart model hub customer, you can use ASR without having to maintain the model script outside of the SageMaker SDK. You can also try these models using a test UI widget.

Training 88

Training Comparison Data Conference 88

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Supporting technologies that will drive new levels of speed and efficiency.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support.

Brands 103

Brands Customer Experience Self Service e-support 103

Comm100

DECEMBER 8, 2020

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).

Software 130

Software Video eBook Interaction 130

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

How To 71

How To Customer Expectations Video Customers 71