Expert insights. Personalized for you.
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Interaction and care. MORE
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Most customer support solution RFPs have always posed questions about redundancy and business continuity plans to assess how a potential partner might respond to a theoretical disaster. Evaluating Your Customer Care RFP Responses. MORE
And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? The pandemic has put a thousand things on hold. MORE
Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. Customer Engagement & Satisfaction Customer Feedback Management CustomerCount News customer care customer satisfactionIt minimizes complaints and creates efficiencies. So why the resistance amongst business managers today? MORE
Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis. MORE
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy MORE
For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Total Value Returned Rate is a key metric that also has to be tied to customer retention. MORE
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Most customer support solution RFPs have always posed questions about redundancy and business continuity plans to assess how a potential partner might respond to a theoretical disaster. Evaluating Your Customer Care RFP Responses. MORE
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. More online activity—improved customer access to digital interaction channels. MORE
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success MORE
Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Customer wait time during chat. MORE
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Customer service done right is one of your best marketing strategies. MORE
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021. MORE
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). MORE
The post Call centres on the AI frontlines: Improving customer care appeared first on Keatext. Customer Experience MORE
The post Improving customer care with AI text analytics appeared first on Keatext. Customer Experience MORE
Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Microsoft , in their 2018 Global State of Customer Service Report, found 77% of Millennials and 60% of GenX have a more favourable view of organizations that respond to customer service questions and complaints on social media. MORE
The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement. MORE
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to. Customers can make crazy requests. But, it’s the first step in helping your customer. MORE
But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program. MORE
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love. MORE
Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. They don’t care! MORE
This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile. MORE
You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. Our updated list of customer care RFP questions keeps these facts top of mind. Reporting Customization and Client Access. MORE
74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. MORE
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Why not get better at how you’re serving customers there? MORE
The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? MORE
How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Contact Center Outsourcing Contact Center RFP Customer Service OutsourcingRedundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. MORE
Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention. Customer care is a major touchpoint with your brand. Customer Experience MORE
Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? MORE
Is creating experiences enough to win you loyal customers for life? With views regularly in the tens of thousands, they have a clear understanding of what their customers want. Customer Care Isn’t a Luxury. It’s important to remember that customer care is never limited to complaints or problems. It’s an all-the-time endeavor that starts with awareness, and continues through every step of the customer journey through purchase and beyond. MORE
The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. The Role of Chatbots in Customer Care. “ MORE
Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business. Basic ingredients for customer success. Customer success isn’t made overnight. Then the selling part will follow — the beginning of the journey with the customer. MORE
Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. The Dynamic AI system has unique precision reasoning module, steered and controlled by the customer care department. Customer Service ArticlesVolumes of business communication are growing constantly. MORE
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell. MORE
Customer Care Related Topics BlueOcean
OCTOBER 6, 2020
For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Total Value Returned Rate is a key metric that also has to be tied to customer retention.
Experience Investigators by 360Connext
JANUARY 23, 2015
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Why not get better at how you’re serving customers there?
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BlueOcean
MAY 20, 2020
How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Contact Center Outsourcing Contact Center RFP Customer Service OutsourcingRedundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to.
BlueOcean
SEPTEMBER 17, 2020
But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
BlueOcean
FEBRUARY 7, 2019
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love.
BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Interaction and care.
BlueOcean
AUGUST 27, 2020
And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? The pandemic has put a thousand things on hold.
Steve DiGioia
JULY 23, 2020
The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh?
Customercount
APRIL 16, 2020
Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. Customer Engagement & Satisfaction Customer Feedback Management CustomerCount News customer care customer satisfactionIt minimizes complaints and creates efficiencies. So why the resistance amongst business managers today?
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Andrew Mcfarland
DECEMBER 19, 2017
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success
ShepHyken
MARCH 29, 2017
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Customer service done right is one of your best marketing strategies.
BlueOcean
JULY 12, 2018
The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. The Role of Chatbots in Customer Care. “
BlueOcean
APRIL 15, 2019
The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement.
ClearAction
SEPTEMBER 3, 2018
Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Customer wait time during chat.
Russel Lolacher
MARCH 8, 2020
Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Microsoft , in their 2018 Global State of Customer Service Report, found 77% of Millennials and 60% of GenX have a more favourable view of organizations that respond to customer service questions and complaints on social media.
BlueOcean
MAY 11, 2020
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Most customer support solution RFPs have always posed questions about redundancy and business continuity plans to assess how a potential partner might respond to a theoretical disaster. Evaluating Your Customer Care RFP Responses.
Provide Support
OCTOBER 28, 2015
Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.
NICE inContact
SEPTEMBER 5, 2019
Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages?
Keatext
SEPTEMBER 4, 2019
The post Improving customer care with AI text analytics appeared first on Keatext. Customer Experience
Think Customers
MAY 12, 2015
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy
CSM Magazine
DECEMBER 3, 2019
Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. The Dynamic AI system has unique precision reasoning module, steered and controlled by the customer care department. Customer Service ArticlesVolumes of business communication are growing constantly.
BlueOcean
MAY 11, 2020
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Most customer support solution RFPs have always posed questions about redundancy and business continuity plans to assess how a potential partner might respond to a theoretical disaster. Evaluating Your Customer Care RFP Responses.
Russel Lolacher
OCTOBER 28, 2019
74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. The secret weapon in social customer care isn’t that much of a secret, it’s all in the name.
The Upsell
APRIL 4, 2017
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell.
Forrester's Customer Insights
OCTOBER 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
One Millimeter Mindset
JUNE 25, 2018
Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. They don’t care!
Magellan Solutions
FEBRUARY 12, 2019
Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business. Basic ingredients for customer success. Customer success isn’t made overnight. Then the selling part will follow — the beginning of the journey with the customer.
Keatext
OCTOBER 10, 2019
The post Call centres on the AI frontlines: Improving customer care appeared first on Keatext. Customer Experience
Kayako
APRIL 11, 2017
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to. Customers can make crazy requests. But, it’s the first step in helping your customer.
Interactions
MARCH 13, 2019
Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention. Customer care is a major touchpoint with your brand. Customer Experience
Avaya
SEPTEMBER 19, 2018
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. More online activity—improved customer access to digital interaction channels.
Natalie Petouhof
FEBRUARY 9, 2016
This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile.
NetBase
MAY 17, 2019
Is creating experiences enough to win you loyal customers for life? With views regularly in the tens of thousands, they have a clear understanding of what their customers want. Customer Care Isn’t a Luxury. It’s important to remember that customer care is never limited to complaints or problems. It’s an all-the-time endeavor that starts with awareness, and continues through every step of the customer journey through purchase and beyond.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).
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