CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

ShepHyken

DECEMBER 14, 2020

And, there are some interesting stats and facts included to support his comments. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. ZDNet) Service and support channels have been flooded by anxious customers seeking new levels of empathetic, personalized engagement.

Customer Service 137

Customer Service e-support Ecommerce Trends 137

ShepHyken

NOVEMBER 16, 2020

My Comment: Some people would rather go to the dentist than call customer support. This article sets out to right the situation by sharing five steps to help restore a customer’s faith in the support center. 7 Ways to Improve Customer Experience for Your eCommerce Website by Shardul Deshmukh.

Ecommerce 83

Ecommerce Customer Service Call Center e-support 83

ShepHyken

MARCH 1, 2021

Without it, you risk service that is inconsistent, at best. 5 key principles for a successful e-commerce user experience by James Brooke. My Comment: If eCommerce is part of how you interact and sell to your customers, you’ll want to read this short article featuring five ways to have a better digital experience.

Customer Journeys 79

Customer Journeys Customer Service e-support Self Service 79

ShepHyken

APRIL 3, 2023

My Comment: AI is changing the way companies manage customer support. It’s the last group that will win the digital customer experience game. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. She worked on it every day between 4.00

Self Service 9

Self Service Customer Service e-support Retail 9