LiveChat

JANUARY 20, 2017

When my grandma (born in 1925), wanted to do some fancy shopping, she had to drive 40km to the next big city and then she was shopping for a whole day. How do I shop? It takes 10 minutes from a thought that I should do some shopping to the moment I make a purchase. Here’s how customer service of the future will look like.

Customer Service 62

Customer Service Customer Experience Social Media 2004 62

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Trust comes when you understand your customer’s needs, respect them, and offer relevant service. Donald Porter. Donald Porter.

Interaction 84

Interaction Customers Innovation Feedback 84

Tricia Morris

MAY 31, 2016

Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang. Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

Talkdesk

SEPTEMBER 6, 2017

Not too long ago, when a customer needed to contact customer service, they had only one option: to call. They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working.

Communication 40

Communication Hotels Magazine Customer Service 40

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. Cleanliness. Staff & service. Amenities.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. Yet there are times when businesses themselves become “trending” news stories and special reports. Agent Training. Shep Hyken.

Contact Center 84

Contact Center Blog Social Media Events 84

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. Not so fast. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Pointillist

NOVEMBER 18, 2021

Digital transformation priorities took center stage during the pandemic. But your customers’ journeys don’t begin and end within your product. To optimize engagement, it’s crucial to understand not only what your customers are doing, but why. Do they contact the care center? Product Analytics Platforms Fall Short.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. As true as they may be, the glitz and glamour of these claims do little to show business owners and corporate executives how exactly Chatbots can help their company. Why Chatbots?

ROI 52

ROI Contact Center 2018 Social Media 52

Avaya

AUGUST 22, 2017

You’ve rebooted the device, made sure everything was plugged in, and done all of the “by the book” ways to fix your problem, yet the problem remains. You hunt through the manufacturer’s mobile app, use your “Google-Fu,” read through countless discussion forums, and the problem persists. You have a problem. Do not pass go.

Contact Center 61

Contact Center Multi-Channel Consumers Connections 61

Magellan Solutions

FEBRUARY 24, 2022

The key to your business’s success is to get good leads. But getting new leads can also be your biggest problem: More than six in 10 B2B marketers say their company has a hard time finding new people who might want to buy from them. Outsourcing Lead Generation: A Comprehensive Guide for Choosing the Right Provider.

Social Media 40

Social Media B2B B2C Sales 40

Comm100

JUNE 13, 2018

Ready to put on your holiday best? Put the customer experience at the forefront of your priorities, and make purchasing a breeze by removing any friction from the buying experience. What speedbumps have caused your customers undue stress during past holiday season(s)? For retailers, this old saying rings tried-and-true.

E Commerce 53

E Commerce E-support Social Media Retail 53

ProProfs Chat

MARCH 23, 2020

While working, one of your employees faces some technical issues with their system. . Who would they call? The HR department will also call up a tech guy to fix your system. That could take ages, and you’re on the clock to deliver your work on time. . Wondering what I’m talking about? Imagine this: .

E-support 90

E-support Insights 2020 Management 90

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Service Untitled

APRIL 6, 2010

Service Untitled The blog about customer service and the customer service experience. Instead of just answering, &# Smith, Jones Computer Repair “ wouldn’t it be more customer friendly to answer, &# Good morning, Smith, Jones Computer Repair; how may I help you? Smile when answering the phone.

Blog 41

Blog Customer Service 2010 Customer Service Representative 41

Avaya

FEBRUARY 18, 2019

Getting a message that says “… please call us back at your earliest convenience” isn’t nearly as useful as the one that starts out “This is your doctor’s office calling with your exam results…”. So how do we, as businesses, ensure that we are delivering the full message to our customers’ answering machines?

Customer Care 43

Customer Care Contact Center Connections Call Center 43