ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 155

Customer Experience Customer Service Gamification Interaction 155

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. More than ever, empathy is at the root of a successful human-to-human interaction. Now, it’s expected.

Self Service 171

Self Service Chatbots Customer Relationship Management Customer Service Training 171

ShepHyken

MAY 31, 2021

My Comment: The idea behind knowing your customer effort score is to determine the amount of friction your customers go through to interact with your organization, usually because of a customer complaint or support issue. My belief is that all interactions of the customer’s journey should be considered.

Customer Service 133

Customer Service Effort Score e-support Chatbots 133

Inbenta

MARCH 13, 2023

Plus, with hundreds of thousands of interactions daily, it is assumed that ChatGPT is continually improving its language model. Examples of inaccurate and odd conversations have been well documented in the press reports on the topic, and can also be spotted after a few interactions. First, ChatGPT may not be readily scalable.

Chatbots 111

Chatbots eBook Tools Training 111

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Customer Bliss

DECEMBER 28, 2017

Having a customer experience room/lab is an integral part of understanding the customer experience. It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. How Does a Customer-Focused CEO Make Decisions? Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service.

Trends 52

Trends Self Service Customer Service Chatbots 52

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Providing a seamless omni-channel service that makes sense for your customer base is essential. That includes letting customers choose how they want to get in touch.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Enhancing Customer Satisfaction with AI AI-Driven Personalization and Recommendations AI enables personalized customer experiences by analyzing customer data and preferences.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

CSM Magazine

JANUARY 31, 2024

A preliminary proactive approach by utilizing artificial intelligence, Machine learning, and IoT can change the way a business interacts with its customers and make each operation effective. These help a customer to take immediate action and get a quote for their damage, loss, or expenses.

Insurance 59

Insurance Industry Self Service Customer Service 59

Kustomer

JULY 28, 2022

As a result of this evolution, brands need to consider that the understood concept of customer service is no longer enough to create lasting, emotional connections with their customers. Customer experience is inclusive of any aspect of a business that affects how a customer feels. How did that experience make you feel?

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

ShepHyken

DECEMBER 6, 2021

Yes, the patient receives the necessary treatment, but the success of the treatment is devalued by the frustration of the interaction. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. Yet service without care is like a doctor without a soothing bedside manner.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ChurnZero

APRIL 1, 2024

Implement chatbots powered by natural language processing to provide real-time, personalized assistance, guiding users through the onboarding process based on their specific needs and questions. Both tools use AI to analyze user interactions, optimizing the onboarding journey for clarity and engagement.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

Horizon CX

MARCH 19, 2022

This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn. For example, when issues arise that cannot be managed online or through a chatbot, contact by phone may be the only viable option. By calling their Customer Careline. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

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 82

Omni-Channel Multi-Channel Video Social Media 82

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

Customer Service 91

Customer Service Chatbots Wireless Airlines 91

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly. ‘I’m

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

MARCH 31, 2023

Excellent customer service isn’t easy Any customer service rep will tell you that almost no one contacts customer service because they’re happy. Customers are already irritated by a problem; otherwise, they wouldn’t take time out of their day. That immediately sets the interaction off on a bad foot.

Customer Service 68

Customer Service How To Handbook Chatbots 68

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . How chatbots could change customer service over the next 5 years by Becky Peterson.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

Blake Morgan

JULY 29, 2023

Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics. Digital experiences make interactions more convenient for customers and allow them to fully experience a brand, regardless of the channel they use.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. Just make sure that if the customer opts to talk to someone instead, it’s fast and convenient to do so.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

Kayako

JANUARY 24, 2018

The idea of bringing down first response time and resolution time over live chat is enough to make you invest in the solution. And chatbots are somewhat successful… When a chatbot pilot program was initiated in a telco company, it could handle 82% of common queries in customer service. But how well do they do that?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 26, 2018

My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. This, according to the article, can put a company that’s not customer focused in a “fragile” position. Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

AUGUST 7, 2017

In this short article he shares six lessons about customer service he learned from a cheese retailer. It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Chatbots: Should you waste your time?

Customer Service 59

Customer Service Social Media Chatbots Ecommerce 59

ShepHyken

JANUARY 7, 2019

” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Contact Center Tips Chatbots 102

Beyond Philosophy

NOVEMBER 30, 2023

Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. Customer centricity should be an entire organization’s philosophy, not specific departments. IT has its fingerprints all over the Customer Experience.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Magellan Solutions

NOVEMBER 27, 2023

Think of communication channels like instruments in an orchestra, each serving a distinct purpose in the symphony of customer interaction. It’s like speaking your customers’ preferred language, creating a familiar and enjoyable interaction. You want to build trust with your customers by meeting their needs.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

ShepHyken

FEBRUARY 21, 2022

Are Lifelike Digital Humans the Future of Customer Experience? TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

SEPTEMBER 19, 2016

Are customer service chatbots full of chit? GetApp) Chatbot. A chatbot, short for ‘chatterbot’, is the latest revived craze among tech experts and businesses looking to use cutting edge technology to get a leg up on the competition. My Comment: Chatbots are a hot topic in customer service.

Customer Service 0

Customer Service Chatbots Culture Tips 0

Solvvy

JANUARY 21, 2020

For brands to build a truly best-in-class customer experience, they need to build an omnichannel strategy that gives customers the tools they need for a seamless experience across whatever channels they prefer. Here are some tips on doing that well: Don’t rely on chatbots alone.

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. Implement the change organisation-wide.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

ShepHyken

JUNE 27, 2018

It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs. The different channels customers interact with you and your organization must be consistent. Then along came emails, then chat, then chatbots.

Customer Service 89

Customer Service Chatbots Loyalty Customer Service Training 89

SurveySensum

SEPTEMBER 5, 2023

11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection. That’s not all.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. Thank you to Shelf.io for this great surprise!

Customer Service 85

Customer Service Contact Center Tips Chatbots 85