TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Ecrion

JULY 14, 2020

People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. Social Media as a Customer Support Tool.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. And, in the end the customer is happy.

Customer Service 115

Customer Service Self Service Social Media Customer Service Training 115

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Customers want to work with empowered employees who know them – For employees to best take care of customers, they must know their customers.

Employee Experience 128

Employee Experience Customer Experience Self Service Call Center Experience 128

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Shell and Ryan W.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer relationships 160

Customer relationships Self Service Customer Service Training Customers 160

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken. “The

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? Here are my top five picks from last week.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ViiBE Blog

MAY 31, 2021

In customer-facing positions, high turnover can exacerbate this problem and negatively affect customer service. Knowledge bases can be used to help customers self-service information or for employees to access information. What is a knowledge base tool? What is a company’s knowledge base?

Knowledge Base 52

Knowledge Base Self Service How To Software 52

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? Clearly, digital tools are not just for the younger generation. Customer Service Tip: Just Be Nice by George Aveling. by Roxanne Abercrombie.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

JUNE 4, 2021

FCR can be improved by a knowledge management system with its tools such as a decision tree, knowledge base. Knowledge base helps in collecting all the important data required for customer support and organizing them in order. How knowledge management helps in improving FCR? Businesses should FCR should improve continuously.

First Call Resolution 80

First Call Resolution System Self Service Management 80

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? Here are twelve ways to use social media to enhance the relationship you have with your customers.

Social Media 48

Social Media Customer Service Self Service B2C 48

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. Diametrically opposed, almost!

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Who’s responsible for customer service in an organization? Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? Clearly, digital tools are not just for the younger generation. Customer Service Tip: Just Be Nice by George Aveling. by Roxanne Abercrombie.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My Comment: Here’s a great article on creating a knowledgebase for your customers. It should pay.

Customer Service 100

Customer Service Self Service Knowledge Base Guidelines 100