ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Positivity.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Consumers 52

Consumers Blog Customer Service Social Media 52

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care. Type: Customer Centric.

Blog 85

Blog Average Handle Time Customer Experience Net Promoter Score 85

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand.

Blog 108

Blog Article Customers Customer Service 108

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge.

Social Media 94

Social Media Management Blog Definition 94

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

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Juggling customer calls across different locations and time zones can be a nightmare. Missed calls, confused customers, and a strained support team are just a few of the consequences. Why do you need business call forwarding?

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Blog 52

Blog Customer Service Loyalty Programs Social Media 52

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. By having access to this technology, they can better understand the customer issue and thus provide a better fix.

B2B 106

B2B Blog B2C Sales 106

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? In fact, a significant 92% of customers read at least two reviews before making a purchasing decision. Yes, that’s true.

Brands 110

Brands Management Social Media Feedback 110

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 52

Social Media Blog ROI Brands 52

Lithium

NOVEMBER 7, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2023 52

2023 Metrics Blog Government 52

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Blog 86

Blog Contact Center Communication Brands 86

BirdEye

MARCH 5, 2024

At the forefront of this change stands Google’s Search Generative Experience (SGE) , a technology poised to revolutionize how users interact with search engines and how businesses like yours connect with potential customers. What is SGE? SGE is like a super-powered search engine that goes beyond just keywords and links.

Presentation 59

Presentation Demo Events Social Media 59

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Compartmentalizing – Your front-line people, like all workers, are handling multiple tasks at the same time.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

BirdEye

FEBRUARY 29, 2024

In this blog, we’ll take a deep look at modern marketing agencies’ unique social media management challenges and share five critical strategies to optimize workflows so you can scale confidently. Most agencies rely on one of two primary approaches to handle social media for their roster of clients.

Social Media 59

Social Media Management Multi-Channel Demo 59

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

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

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

User Experience 96

User Experience Engagement Reference Information 96

Call Experts

SEPTEMBER 22, 2023

In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls. Managing Multiple Devices Many use multiple devices throughout the day, such as smartphones, tablets, or laptops. What is Call Forwarding?

Travel 59

Travel Call Center Communication Poor Customer Service 59

BirdEye

MARCH 22, 2023

Dedicated social media scheduling tools can help businesses save the day by automating social media posts across multiple platforms and freeing up more of your essential time. Social media scheduler tools are incredible assets for businesses and marketers alike– with them, you can schedule multiple posts across multiple social media accounts.

Social Media 98

Social Media Multi-Channel E-support Management 98

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Customers Presentation 118

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

2024 78

2024 Innovation Customer Service Omnichannel 78

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. Automate time-consuming & repetitive requests.

Books 76

Books Customer Satisfaction Consumers Demo 76

BirdEye

MARCH 22, 2024

This blog post provides a comprehensive list of the best Google My Business examples for descriptions, photos, posts, and overall profiles across industries. With multiple locations across Texas , our experienced team of dentists offers a comprehensive range of services, including routine cleanings, cosmetic dentistry, orthodontics, and more.

Events 59

Events Multi-Channel Demo Sales 59

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Brandwatch CX

NOVEMBER 8, 2023

Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. It’s a great tool for scheduling tweets and monitoring your interactions and messages, as well as tracking hashtags and managing multiple accounts.

Social Media 98

Social Media Metrics Demo Measurement 98

BirdEye

JANUARY 25, 2024

With stats like these, it’s clear that showcasing your latest and greatest customer feedback should be a pillar of your social media strategy. Automated review sharing streamlines the process of promoting customer feedback on social media. Turning your customers’ kudos into buzz-worthy social content seems like a no-brainer.

Social Media 110

Social Media Brands Multi-Channel Demo 110

BirdEye

AUGUST 28, 2023

In this blog, you will learn actionable steps to create an irresistible social media profile for your business. Your potential customers are doing more on social media platforms than sharing cat memes. You can splash with an up-to-speed social media strategy on the best marketing methods to reach potential customers.

Social Media 52

Social Media Entertainment Multi-Channel 2023 52

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? In fact, a significant 92% of customers read at least two reviews before making a purchasing decision. Yes, that’s true.

Brands 64

Brands Management Social Media Feedback 64

BirdEye

NOVEMBER 29, 2023

With AI chatbots across your website, social media channels, and other customer engagement platforms, you can be available 24/7 and do much more at a substantially lower cost. This blog post explains everything you need about AI chatbots and how to leverage them for your business needs. Well, not anymore.

Social Media 59

Social Media 2024 Omnichannel Interaction 59

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72