Team Support

JANUARY 22, 2024

One such transformative tool that has gained prominence is automation. 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

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. Support Tickets and CRM Management. Email and Phone Support. Order Management and Data Entry.

Blog 94

Blog E Commerce E-support Article 94

Comm100

MAY 25, 2022

Building a Better Experience with Contact Center Automation. Automation doesn’t just happen on the front end. Whether you’re providing support for business checking accounts or an eCommerce platform, automation happens at all levels of the agent experience. Automation includes unifying your omnichannel experience.

2022 52

2022 Blog Contact Center Customer Service 52

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. That fourth enhancement though—personalization—is the interesting one.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Providing bilingual French-English support has been a way of life in Canada since, well, forever. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Automation Features Incorporating advanced automation features can streamline every aspect of customer service operations.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. Let’s say that you find that although each support interaction is handled by a human, the wait times for the customers are higher than they should be, which is negatively affecting your retention rates.

Blog 92

Blog Customer Experience Contact Center Airlines 92

ShepHyken

DECEMBER 28, 2018

Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. They trust each other more than a faceless support agent or company “agenda.”. 25% of millennials expect a response within 10 minutes of reaching out to support. Be sure you support apps and not just web, however.

Blog 97

Blog Customer Service Fashion Social Media 97

ShepHyken

OCTOBER 19, 2018

AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. AI can consider channel behavior (in-store, print, SMS, social, web, email, support chat, mobile app, and more) as well as lifecycle stage of an end consumer.

Blog 110

Blog E Commerce Customer Service E-support 110

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken.

Contact Center 110

Contact Center Blog 2025 Banking 110

ShepHyken

FEBRUARY 9, 2018

Brand advocacy simply means that people who love your brand will continue to support your company and promote your services or products to new customers organically. Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too.

Customer Service Training 151

Customer Service Training Brands Blog Customer Service 151

ShepHyken

JUNE 7, 2019

Given that 29% of calls lead to a purchase, and 77% of customers say they won’t make a purchase if a brand doesn’t offer live chat support , companies that don’t take these trends seriously risk missing out on lucrative potential revenue. With the right tools, support, and mission, it can become second nature. Make It Personal.

Connections 117

Connections Blog Customer Centricity Consumers 117

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Think of it as a telephonic IVRS analog for customer support.

Blog 75

Blog Social Media Healthcare 2017 75

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. From streamlining customer interactions and optimizing business operations to supporting critical in-app communications , the Totango software makes connecting, integrating, and empowering cross-functional partners easy and valuable.

2024 108

2024 Customer Centricity User Experience 2023 108

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. However, the art lies in balancing this automation with the emotional intelligence of human agents.

2024 78

2024 Innovation Customer Service Omnichannel 78

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Do you have a standard approach to provide customer support? A standard conflict resolution platform automates the process of managing complaints. Shep Hyken. Conflict resolution.

Blog 108

Blog Poor Customer Service Advertising B2B 108

Comm100

DECEMBER 8, 2020

Enter automation. They are assistants that take over and automate your online conversations with customers. Because they offer more efficient support and a more intimate, personal experience. The main benefit of chatbots is that they automate your interaction with leads or customers. Get Comm100 Free. Comm100 Free.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Comm100

OCTOBER 17, 2023

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 automation software are tools designed to automate and streamline customer support processes, often powered by AI.

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 74

Customer Service Technology Interaction Customers 74

Team Support

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. billion hours annually.

Customer Satisfaction 97

Customer Satisfaction Webinar Culture Interaction 97

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. This week we feature an article by Robert C.

B2B 106

B2B Blog B2C Sales 106

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

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Automated review responses Businesses increasingly engaged with their reviews, indicating a trend towards more active online reputation management.

2024 111

2024 Automotive 2023 Healthcare 111

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Proactive support. While AI can’t solve every support issue, it can solve most repetitive tasks that comprise most of the requests. Better customer support, aided by AI.

Blog 73

Blog Social Media Insurance Contact Center 73

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Customer support platforms. Customer support: what kind of support does the provider offer?

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. CRM tools are increasingly incorporating social media into their customer support modules. And as humans, we use emotions in daily life to make all sorts of decisions.

Technology 130

Technology Blog Customer Experience Social Media 130

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues. A chatbot is a computer program or software that starts automated conversations with real people through a messaging app.

Social Media 52

Social Media Blog ROI Brands 52

ShepHyken

JANUARY 11, 2019

Their Genius bars for technical support are also an innovation. And don’t worry, we understand that time to respond is limited and have come up with an automated way of closing the loop. The post Guest Blog: Customer Feedback Loops – 3 Examples & Strategies appeared first on Shep Hyken.

Feedback 92

Feedback Blog NPS Net Promoter Score 92

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. After just one bad customer support experience, trust in a brand is gone forever. Respond with an automated reply, directing them to an FAQ that probably needs an update, anyway. That’s Mor, who heads the Lightricks Support Team. Stay away from scripts.

Blog 75

Blog Social Media 2018 2017 75

Comm100

FEBRUARY 15, 2022

Any enterprise that wants the loyalty of its current customers and to attract new long-term customers must provide on-demand customer support across the whole customer lifecycle. Your customers in Europe won’t accept the fact that you are based in the US as an excuse for why you can’t support them when they have major technical problems.

Consumers 52

Consumers Blog Customer Service Social Media 52

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. By adopting CX automation, businesses can enhance employee satisfaction, foster customer loyalty, reduce expenses, and drive revenue growth.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

Lumoa

JANUARY 15, 2024

Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. Why Users Seek Alternatives to Gorgias Many users perceive Gorgias as a niche player in the customer support software segment, and in many respects, it is.

E Commerce 52

E Commerce 2024 E-support Feedback 52

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. While certainly effective, chat support doesn’t have to come from a robot. Real-Time Support. Shep Hyken. It’s a must-have.

Blog 91

Blog Technology Customer Service Management 91

BirdEye

SEPTEMBER 26, 2023

This blog post explores the many ways using artificial intelligence in the healthcare industry can boost your growth. Drug discovery, medical diagnosis, surgery assistance, patient data management, automated customer service, and data analysis are just some examples of how AI in healthcare can impact the industry.

Healthcare 111

Healthcare 2023 Hospitality Social Media 111

Call Experts

APRIL 8, 2024

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. The rise of contact centers for utilities marked a significant shift in customer service and support. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52