ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? More and more customers are looking for digital and self-service options. Our customer experience research finds that 41% of customers prefer digital first and the phone second. Follow on Twitter: @Hyken.

Fashion 125

Fashion Self Service Interaction Airlines 125

ShepHyken

MARCH 30, 2022

Customers want the basics before anything else. . While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. 89% of customers want employees who are kind and helpful. . Let’s approach this from another angle.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. While there was a live agent option, it wasn’t presented until later.

Omni-Channel 85

Omni-Channel Customer Centricity Company Self Service 85

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

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 67

Self Service Customer Service Chatbots Customer Care 67

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 Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

NOVEMBER 19, 2018

(UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. My Comment: When people from Wharton Business School talk or write, I listen and read.

Customer Service 86

Customer Service Self Service Customer Centricity Video 86