Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? So why do some employees do these very same things while working and in view of customers? Customers don’t care about our needs or our problems. They only care about their needs.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages?

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Why you should care about customer care

Customercount

Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. It minimizes complaints and creates efficiencies.

Social Customer Care: What Every Marketer Needs to Know

Experience Investigators by 360Connext

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Why not get better at how you’re serving customers there?

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. A few years ago, the notion of managing customer journeys was an essential theme in customer care. Customer-facing AI is evolving rapidly and often industry or use case specific.

Social Customer Care Cannot Be Ignored

ShepHyken

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Customer service done right is one of your best marketing strategies.

Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Building a Culture of Customer Care Isn’t Easy

Kayako

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to. Customers can make crazy requests. But, it’s the first step in helping your customer.

AI and Customer Care: The Future is Here

BlueOcean

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. What Does AI Customer Service Look Like? How Will AI Impact Customer Experience?

Artificial Intelligence and the Customer Experience

AI for Customer Care Automation

CSM Magazine

Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Customer Service Articles

The Impact of Speech and AI on Customer Care

Interactions

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center. Artificial Intelligence Customer Care

3 Reasons to Take Millennials Customer Care Seriously

Russel Lolacher

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Microsoft , in their 2018 Global State of Customer Service Report, found 77% of Millennials and 60% of GenX have a more favourable view of organizations that respond to customer service questions and complaints on social media.

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Contact Center Outsourcing Contact Center RFP Customer Service OutsourcingRedundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to.

Improving customer care with AI text analytics

Keatext

The post Improving customer care with AI text analytics appeared first on Keatext. Customer Experience

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

BlueOcean

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program.

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How Natural Language Processing Improves Customer Care

Interactions

Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center. SEPTEMBER 5, 2018 There are many who would say that Natural.

Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? The pandemic has put a thousand things on hold.

How You Can Win at Social Customer Care

The DiJulius Group

What business isn’t using social media to connect with customers nowadays? In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group. If you aren’t, now is the perfect time to do so with all the crazy things happening in our world today.

Should Online Shops Outsource E-Commerce Customer Care?

Magellan Solutions

Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business. Basic ingredients for customer success. Customer success isn’t made overnight. Then the selling part will follow — the beginning of the journey with the customer.

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

How to hire the right social customer care agents

NewVoiceMedia

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

How to hire the right social customer care agents

NewVoiceMedia

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

Leaving Customer Care up to Customers? They don?t care!

One Millimeter Mindset

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you.

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

Russel Lolacher

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. The secret weapon in social customer care isn’t that much of a secret, it’s all in the name.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond?

You Can Absolutely Ignore Social Customer Care

The Upsell

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell.

Call centres on the AI frontlines: Improving customer care

Keatext

The post Call centres on the AI frontlines: Improving customer care appeared first on Keatext. Customer Experience

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The brand name change is part of a strategic initiative by IMP Group to grow all of their customer service operations through the strength of the internationally-recognized, award-winning Blue Ocean brand, acquired in 2015, while leveraging the experience and attributes of the Bathurst Customer Care team to support that growth.

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g.

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.