ShepHyken

MARCH 5, 2018

Customer Service Chatbots Help Reduce Product Returns by Lisa Kosan. SearchCRM) In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JANUARY 12, 2022

A pop-up window asked if I needed help, so I started to interact via chat. It could have been an AI-infused chatbot or a human typing back. The result was a request to send a video of the problem or have a video chat, like Facetime, with them so they could see if I was properly charging and turning on the unit.

Omni-Channel 81

Omni-Channel Multi-Channel Video Social Media 81

ShepHyken

DECEMBER 17, 2018

My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. More channels for customers to connect, voice messaging becomes more popular with services like WhatsApp, the maturity of chatbots and more are covered in this article. Is your company that good?).

Customer Service 80

Customer Service Trends Customer Care Case Study 80

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. 10 Quotes To Inspire Better Customer Service by Sharpen.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Qualtrics

NOVEMBER 20, 2020

Social messaging — Customers want to talk to companies on the same channels they use with their friends: Facebook Messenger, Twitter DM, and WhatsApp, among others. SMS — Text messaging is efficient, personal, and easy to use, even for customers that aren’t as tech savvy. How to form a digital customer service strategy.

Customer Service 26

Customer Service Social Media Self Service Chatbots 26

ShepHyken

DECEMBER 12, 2016

This is the first half of 20 “power phrases” that all of your employees should be using for both customers and co-workers. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? We can take all the top contact drivers coming into the contact center, as well as historical transcripts, whether they are chat, social media posts, and text message transcripts. How do they do that?

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

ShepHyken

SEPTEMBER 10, 2018

This interview shares some of Mikhail’s most recent observations about how chatbots, AI and digital technology is changing the world of customer service. How to train your agents to avoid these 5 customer service fails by Rhiân Davies. Repeat customers spend more and can eventually become loyal customers.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13