Chatbots Customer Care Customer Experience Customer Service Training 
ShepHyken
DECEMBER 6, 2021
Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?
ShepHyken
APRIL 1, 2019
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.
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ShepHyken
JULY 4, 2018
A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. The digital experience had gone awry. There needs to be a balance between the digital and human experience. A total digital experience is not always possible. Technology is great… until it’s not.
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. Save the Customer. Here’s Why.
ShepHyken
AUGUST 7, 2017
Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? This mismatch can occur even when the organization does due diligence and thinks it knows what customers want. by Mike Wittenstein. Turns out: a lot.
ShepHyken
JUNE 4, 2021
He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides. As the means of customer support are evolving, so is the significance of FCR.
ShepHyken
JANUARY 28, 2019
Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.
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