CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 94

Blog Omnichannel Average Handle Time Contact Center 94

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Email and Phone Support. Product Listing Audits.

Blog 94

Blog E Commerce E-support Article 94

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Customer Satisfaction 115

Customer Satisfaction Blog Books Customer Service Representative 115

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

Blog 85

Blog Airlines Social Media Communication 85

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

ShepHyken

DECEMBER 1, 2017

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. I watched “The Jetson’s” as a kid and was obsessed with all the tasks robots handled.

Communication 79

Communication Blog Social Media Connections 79

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 91

Blog Technology Customer Service Management 91

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

2018 59

2018 Blog B2B 2014 59

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Team Support

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service Exceptional Customer Service B2B Demo 59

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more. Improve customer experience Customer experience (CX) is more important than ever today.

Customer Service 66

Customer Service 2023 2026 2030 66

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 86

Customer Service Blog Call Center Poor Customer Service 86

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service 2023 Reference Customers 71

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Customer satisfaction: This is about how well your company meets the needs and expectations of your customers. Handling crises 7. Table of contents What is corporate reputation?

Management 116

Management Social Media Brands Consulting 116

Experience Investigators by 360Connext

JULY 9, 2015

But the idea of making it difficult for customers to cancel a subscription service as a business strategy ? I canceled both of them recently, and the way my cancelation request was handled is a tale of two very different experiences, and shows how saying one thing and doing another is really not a great way to treat customers.

2015 249

2015 Social Media Consulting Customers 249

Lithium

JULY 5, 2022

A common request from Khoros Customers is having more insightful content to drive future strategies in an ever-changing industry. The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. Thought Leadership Blogs and Label.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

It’s difficult to see, let alone measure. If you are having trouble retaining customers, this could mean a variety of things. Customers could be upset about a change. A change in your product, the experience, the billing structure, the cost or any change could lead to customers jumping ship. ” I beg to differ.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications.

Communication 118

Communication Customer Journey Presentation Customers 118

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. This is especially true for multi-location businesses catering to local customers. Table of contents What is AI-driven customer experience?

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

CustomerSuccessBox

MAY 17, 2022

A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? 4 main reasons that make customers angry. What’s promised is not delivered, then this is the apparent reaction you may expect from the customers. Lack of training in handling difficult customers.

Customers 52

Customers Customer Service Representative Blog Customer Service 52

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 108

Feedback Insights Social Media E-support 108

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. Utilities, are more benchmarking their CX performance against other industries to meet customer demand.

2022 62

2022 Consumers Customer Retention Technology 62

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Bold360

FEBRUARY 22, 2018

While the dramatic spike in sales can mean huge boosts in revenue and customers, the trick is making sure your engagement levels stay healthy to create long term relationships. As customers may be coming in droves, engagement tactics need to be stronger than ever. Keep Up with Customer Data. Enhance Current Internal Workflows.

Customer Engagement 56

Customer Engagement Blog Engagement Magazine 56

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 64

Customer Service Customer Service Representative Article Omnichannel 64

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service.

Customer Service 81

Customer Service Customers Technology 2019 81

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Top 5 benefits of banking AI chatbots. Decreased wait times.

Banking 52

Banking ROI Books Omnichannel 52

Beyond Philosophy

SEPTEMBER 27, 2017

I wish they would tell us what was going on,” complained one AT&T UVerse customer. An Orlando-area gas station owner said he had lost about $10,000 in business because without internet, he could only handle cash transactions. Customers were so upset that Sen. Telecoms Put Cost-Savings Ahead of Customers.

Wireless 117

Wireless Telecommunications Financial Webinar 117

BirdEye

OCTOBER 31, 2023

This blog post delves deep into their solutions to see if it would work for businesses like yours. First-time business owners and small-scale entrepreneurs can leverage their services to build a robust digital presence for their customers to find them. You can use the intuitive drag-and-drop editor to customize the templates.

E Commerce 105

E Commerce E-support Poor Customer Service Social Media 105

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

BirdEye

MAY 17, 2023

In this blog, we’ll share the benefits of voice messaging systems and how they can enhance everything from marketing campaigns to in-house communications. Use it to communicate with your customers about anything you have going on in your business, from appointment reminders to event promotions.

Fashion 98

Fashion Communication Social Media Events 98

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 82

2022 Customer Service Omnichannel 2021 82