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

ShepHyken

APRIL 28, 2024

4 Emerging Customer Journey Trends to Test by Applause (Applause) Our modern day tech evolution has enabled new ways for customers to interact with brands — and vice versa. From chatbots and voice assistants to recommendation engines, brands are integrating AI wherever they can, and for good reason.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ShepHyken

MARCH 25, 2024

According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Loyalty Programs 80

Loyalty Programs Hotels Customer Service Hospitality 80

CSM Magazine

MARCH 31, 2022

What is the difference between a voicebot and a chatbot? At first glance, voicebots and chatbots may seem to be very similar. However, there is a key difference between these two types of bots. Voicebots are designed to respond to spoken requests, while chatbots typically communicate via written text. Train new agents.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

DECEMBER 6, 2021

Yet service without care is like a doctor without a soothing bedside manner. 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.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. The author prompted the chatbot with a question about personalization versus real-time interaction management. The bot delivered an answer.

Customer Service 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

FEBRUARY 19, 2023

‘I’m a Customer Service Agent—For Best Results, Don’t Do These 3 Things When Complaining’ by Helen Carefoot (Well+Good) If you have a problem with a product or service and need assistance to get it resolved, there’s a good chance you’ll interact with a customer service agent.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

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

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

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

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

ShepHyken

JUNE 4, 2021

Hence, self-service automation is important so that customers can find their answers easily and the customer agents are only left with complex customer queries. The self-service can be implemented with the help of FAQs and chatbots where the customers can find their solutions only with a few clicks.

First Call Resolution 82

First Call Resolution System Self Service Management 82

ShepHyken

JANUARY 7, 2019

” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Contact Center Tips Chatbots 102

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. Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Social Media Chatbots Ecommerce 59

ShepHyken

JUNE 20, 2016

How chatbots have kick started a paradigm shift in customer service technology by Chloe Green. Information Age) AI is increasingly being used to complement customer-brand interactions – what steps companies can take to harness this disruptive technology? Great article! Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 26, 2018

My Comment: Gartner reveals that by 2020, 25% of customers support operations will be using virtual customer assistants (VCA) or chatbots on the channels that customers engage with companies. One major point this article mentions is that, at least in the near future, there will still need to be human interaction.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

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

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. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Chatbots Loyalty Customer Service Training 89

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

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

Customer Service 85

Customer Service Contact Center Tips Chatbots 85

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. The exemplary contact center service can make a world of difference in your customer interactions.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

AUGUST 15, 2016

Will Chatbots and AI Replace Federal Customer Service Reps? My Comment: The concept of Artificial Intelligence (AI) and chatbots replacing humans fascinates me. A good chatbot technology makes recognizing the difference between a human and bot (computer) almost, if not completely, indistinguishable.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

MAY 29, 2017

Twitter pushes into customer service – can it prove to be successful? IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. by Yaniv Reznik. (IT Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Airlines Chatbots Resources 98

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

FEBRUARY 27, 2017

How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. Customer experience (CX) industry leaders understand this — and must create this value for customers as well as their employees. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

CSM Magazine

FEBRUARY 7, 2020

In the lending business, your customer service must focus on the person wishing to borrow money from you. Customers also expect all businesses to provide them with multiple channels of communication. Over 50% of respondents said their interaction with chatbots and FAQs was disappointing. IVR is a nuisance.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

ShepHyken

APRIL 2, 2018

AI is starting to help companies improve the quality and consistency of their service in order to persuade customers that they do in fact care about them. My Comment: Here is a bold statement: AI will change customer service as much as the telephone did in its day. AI is getting better at what it does.

Self Service 54

Self Service Customer Service Hospitality Survey 54

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 30, 2019

Voice search will become a key to a good customer experience – and the stat to back it up says as much as 80% of total customer interactions will be made by artificial intelligence. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

JANUARY 28, 2019

First, it continues the discussion from the fourth article on this week’s list about bots and human interactions. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. ” Download it today!

Social Media 100

Social Media Customer Service Customer Care Insurance 100

ShepHyken

APRIL 10, 2023

Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever. Customers interact with companies in a dizzying array of places. Follow on Twitter: @Hyken

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

AUGUST 14, 2023

BONUS The Human Factor: Redefining Customer Experience in a Digital World by Glance (Glance) The abundance of digital tools and channels has transformed the way customers interact with businesses. For instance, during high-value transactions or when customers encounter complex issues, the human touch becomes indispensable.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Bassett says those interactions are loyalty tests. 9 Commandments Of Client Service by Eric Gilbertsen. (CMS

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

JUNE 5, 2023

How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl (Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. Connect with Shep on LinkedIn.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

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. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

ShepHyken

MARCH 31, 2018

The best companies not only respond to complaints and answer questions, they thank customers and comment on positive reviews. And the companies who do it best go beyond just reacting to what customers post – they proactively interact with their community of customers. Reactive Social Customer Service.

Social Media 88

Social Media Self Service Customer Service Marketing 88