ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Without it, you risk service that is inconsistent, at best. Here are my top five picks from last week.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Gainsight

SEPTEMBER 5, 2022

Today, organizations devote even more time and resources to building customer relationships. DCS can scale customer success initiatives and help companies realize higher customer success rates using tech-touch solutions without a human support agent. Experiment with different levels of personalization. Miscommunication?

Customer Journeys 98

Customer Journeys Self Service e-support Touchpoint 98

Gainsight

JANUARY 30, 2023

Resources are stretched thin, and everyone is juggling lots of priorities. How can Product and Customer Success teams actually improve the product experience? The challenge is that too often, these tools exist in a vacuum, disconnected from the customer experience. There are lots of reasons for that. 2–3 steps are optimal.

Self Service 52

Self Service e-support Survey NPS 52

Solvvy

AUGUST 22, 2022

When businesses deploy AI-powered customer support tools, they can meet customers’ expectations for fast, personalized service and help human customer service agents perform their jobs more effectively. . How does AI Customer Service Work? Self-service . Robotic process automation . Employee Training.

Customer Service 89

Customer Service Innovation Self Service Chatbots 89

Solvvy

OCTOBER 18, 2022

Chatbots can increase employee productivity, enabling service to more customers in a shorter time window. Automated customer support solutions also decrease human error and provide consistent, accurate information to customers. Understanding Rules-Based Bots and the User Experience. Hungryroot.

Chatbots 62

Chatbots Self Service Training Knowledge Base 62

Help Scout

OCTOBER 9, 2018

Although fast, helpful customer support over phone and email used to be a differentiator, it’s not enough anymore. Live chat software raised the bar with the expectation of instant, comprehensive help from customer support professionals. What is contextual support? Contextual support improves live chat software interactions.

Self Service 40

Self Service Software e-support Resources 40

NobelBiz

FEBRUARY 22, 2023

We’ve progressed to the point where the uses are getting more relevant and are no longer harming the user experience. In the customer experience of 2021 digital is more essential than ever. The success of your customers and support personnel is far simpler to cope with omnichannel than multichannel.

Omni-Channel 52

Omni-Channel Customer Experience Net Promoter Score Multi-Channel 52

NobelBiz

FEBRUARY 22, 2023

We’ve progressed to the point where the uses are getting more relevant and are no longer harming the user experience. In the customer experience of 2021 digital is more essential than ever. The success of your customers and support personnel is far simpler to cope with omnichannel than multichannel.

Omni-Channel 52

Omni-Channel Customer Experience Net Promoter Score Multi-Channel 52

Wootric CX Blog

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Part 1: Making the case for CLV as the key metric for your customer experience strategy. This method is common in consumer businesses such as e-commerce.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Toonimo

JANUARY 5, 2017

The end goal is to support our customers and offer them the ultimate user experience. This serves as the benchmark for the ultimate customer service experience. It is also shaking up the customer service arena. Instead of calling a support center you may be directed to a computer and lament your misfortune.

Innovation 40

Innovation Technology Customer Experience e-support 40

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Here’s Why and How You Should Get One.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. What would you recommend us to improve in our shopping experience?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. What would you recommend us to improve in our shopping experience?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

NOVEMBER 7, 2023

According to Google , 52% of users said that a bad mobile experience made them less likely to engage with a company. Statista predicts that by 2025, retail e-commerce sales are expected to grow almost twofold, amounting to approximately 710 billion U.S. This should be user-friendly and easily accessible from the main interface.

Self Service 52

Self Service Customer Experience Multi-Channel e-support 52

SmartKarrot

NOVEMBER 22, 2022

Do they have the skills, experience, and resources to execute it? Product/servic e – You need to have a product or service that both meets the needs of your target users and solves a problem for them effectively. The customer experience is paramount in growing your business. No Defined Target.

Self Service 10

Self Service Strategy Sales Customer Success 10

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. If they are late, they cannot participate in the experience.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Alida

SEPTEMBER 22, 2016

Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Melissa Madian, SVP of customer experience enablement at Vision Critical, unveiled an exciting collaborative learning environment called the Vision Critical Academy.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Grade.us

MAY 28, 2019

This section includes a list of tools and resources in several areas: Website Creation and Management tools Communication and Support tools Content Strategy and Management tools SEO and SEM tools Advertising tools Social Media Management tools Speaking of marketing tools. Cockpit is a self-hosted headless and API-driven CMS.

Tools 37

Tools Marketing Social Media Advertising 37

ShepHyken

APRIL 7, 2023

The four main categories of customer pain points are productivity, finance, process, and support. Productivity Pain Points The customer’s expectation of a more simplified experience when contacting firms is one of the process’s pain points. Your support staff is expected to respond as soon as a consumer raises a question.

How To 48

How To e-support Self Service Advertising 48