Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

CSM Magazine

MAY 12, 2023

However, businesses must remain vigilant and implement their security policies as well. Implement role-based access control to limit who can access customer data. Regularly update and review data privacy policies and processes. Conduct third-party audits of the cloud provider’s data centers to ensure ongoing compliance.

Omni-Channel 52

Omni-Channel Customer Service Chatbots Policies 52

Comm100

JUNE 13, 2018

Loosen Up on Your Return and Exchange Policies. Give your customers peace of mind by enacting liberal return policies. There are many ways that your e-commerce business could make return policies more appealing for the holiday season. During the holiday season, many contact centers experience high call volumes.

Tips 136

Tips Self Service e-support Social Media 136

ShepHyken

FEBRUARY 7, 2017

We must get away from telling our customers things like “ Sorry, there is nothing we can do ” or “ Our policy prohibits us from taking any action on your behalf.” Sometimes the customer service rep may resort to saying, “No,” because it’s easier than trying to figure out a way to fix the customer’s issue.

Self Service 48

Self Service Competitive Advantage Policies Customer Satisfaction 48

Think Customers

OCTOBER 28, 2020

Prioritize the customer experience by automating redundant tasks with AI-powered bots to allow agents to focus on complex issues and build customer relationships. For instance, common questions can be intercepted by AI-enabled bots, such as, “how do I know what is covered under my policy or how do I check my statement?”

Financial 52

Financial Insurance Banking Customer Journeys 52

Talkdesk

AUGUST 9, 2016

For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies. The beauty of omnichannel is that companies can choose which channels they think will best meet their customers’ needs. For any service channel to be effective, it must have buy-in from the business end.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret? DiJulius III.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Comm100

FEBRUARY 22, 2018

First, AirMaria might ask you what you want to do: book a flight, check an existing reservation, check arrival times, or check airline policies. Customer-facing knowledge bases aren’t the only resources that companies have. Often contact centers will have their own agent-facing knowledge base.

Chatbots 117

Chatbots Customer Journeys Knowledge Base How To 117

Tricia Morris

JANUARY 29, 2016

Routinely, organizations who employ a transactional view of relationships take focus on key moments of truth within a set of experiences optimized to serve the customer in a reactive state. Look no further than an organization’s customer service strategy to understand what I am talking about.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Comm100

FEBRUARY 22, 2018

First, AirMaria might ask you what you want to do: book a flight, check an existing reservation, check arrival times, or check airline policies. Customer-facing knowledge bases aren’t the only resources that companies have. Often contact centers will have their own agent-facing knowledge base.

Chatbots 102

Chatbots Customer Journeys Knowledge Base How To 102