How Omnichannel Customer Care Weathered the Storm of COVID-19

BlueOcean

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. Evolving Customer Habits. Kim Campbell Omnichannel Customer Service

2021 156

Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]

BlueOcean

For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical.

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Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

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. Redundancy. Business Continuity.

Social Customer Care: What Every Marketer Needs to Know

Experience Investigators by 360Connext

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?

2015 236

Drive Employee and Customer Satisfaction with SLAs

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.

Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our strategy is about putting the customer first.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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.

2019 186

Why you should care about customer care

Customercount

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. It minimizes complaints and creates efficiencies.

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

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.

2020 156

3 Reasons to Take Millennials Customer Care Seriously

Russel Lolacher

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. Millennials aren’t your enemy.

The Customer Care, Success, and Experience Continuum

Andrew Mcfarland

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

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

BlueOcean

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.

Social Customer Care Cannot Be Ignored

ShepHyken

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.

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

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. “

2018 163

60 Customer Care RFP Questions for the Contact Center of 2020

BlueOcean

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.

2020 156

Customer Care Versus Gossip – Tip #8

Steve DiGioia

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?

Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

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.

2020 156

Are Your Customer Care Metrics Customer-Centric?

ClearAction

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.

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

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.

2019 166

Customer Care Vs. Customer Service Vs. Customer Experience: Explained

Advantage Communications

All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors. Customer Service Trends

2021 56

How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

BlueOcean

The Solution: Our solution was contingent on establishing a clear view of what success would look like for our new client and a carefully crafted Statement of Work. Case Studies Contact Center Outsourcing Customer Service Outsourcing Kim Campbell

Sports 156

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Be human in your engagement – with humility, approachability, respect and care.

2021 81

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

BlueOcean

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? Evaluating Your Customer Care RFP Responses.

2020 156

AI for Customer Care Automation

CSM Magazine

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. Customer Service Articles

3 Most Important Ingredients of Social Customer Care

Provide Support

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.

2015 87

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

BlueOcean

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? Evaluating Your Customer Care RFP Responses.

2020 156

Making the Right Investments in Customer Care

Think Customers

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

2015 83

Artificial Intelligence is Transforming Customer Care

NICE inContact

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?

Improving customer care with AI text analytics

Keatext

The post Improving customer care with AI text analytics appeared first on Keatext. Customer Experience

Prepare Early: Scaling Up Your Customer Care for Black Friday & Cyber Monday, 2021

Advantage Communications

While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black Friday brings. Customer Service Trends

2021 56

You Can Absolutely Ignore Social Customer Care

The Upsell

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.

2017 69

5 Ways Old School Etiquette Applies to Modern Customer Care

Interactions

However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. A good customer experience should be built on this same premise–a combination of good manners as well as actions that come from consideration, respect, and honesty. If these basic principles are at the core of your customer interactions, it sets the tone for a good experience. Customer Experience

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

Russel Lolacher

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.

Should Online Shops Outsource E-Commerce Customer Care?

Magellan Solutions

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.

The Emotional Side of Customer Care (and how AI can help)

Interactions

After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. The pain and frustration associated with poor customer experience in contact centers is all too familiar. More data equals happier customers.

2020 68