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5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Customer Service Related Topics 
Millennial Generation Customer Service – The Ultimate Guide
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
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Customer Service Trends 2020
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.
Small Improvements in Customer Service Create Big Wins
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Your Guide to Boosting ROI Through Customer Service
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Thanksgiving Week Special: A Recipe for Amazing Customer Service
ShepHyken
NOVEMBER 25, 2020
Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.
Secrets to Incredible Customer Service with Paul R. Jones
BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences?
How to Avoid Roadblocks to Great Customer Service
ShepHyken
AUGUST 5, 2020
What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.
Guest Post: How to Nail Automated Customer Service Email Writing
ShepHyken
JANUARY 1, 2021
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.
Five Low-Cost Ways To Improve Your Customer Service And Customer Experience
Micah Solomon
OCTOBER 9, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.
The Employee Factor - Perfecting Your CX From Within
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
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Why customer service is an integral part of customer experience
CloudCherry
JULY 10, 2019
What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service. Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Effective self-service options.
The New Qualities for Customer Service Excellence
C3Centricity
AUGUST 3, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. It had been desperately trying to address a long-term deficit in customer service excellence versus its main competitor Swisscom.
How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
How to manage customer service during COVID-19 holiday season
GetFeedback
NOVEMBER 8, 2020
Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season. Videos
Everyone Is Accountable and Responsible for a Great Customer Experience!
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.
What Happens to Customer Service When Unemployment Hits Historic Lows?
BlueOcean
JULY 3, 2019
In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. In spite of some of those persistent negative stereotypes about the contact center industry, delivering an optimal customer experience does require business acumen, technical/digital skill, and emotional intelligence – and that’s just for starters ( more info on the ideal agent profile here ). Ultimately, your customer experience could be at risk.
Are You Ready for the Future of Customer Service?
BlueOcean
AUGUST 30, 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution. More and more customer interactions are happening without any human interaction at all.
The Customer Service Experience Doesn’t Begin with the Greeting
ShepHyken
DECEMBER 23, 2020
You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding.
Live Chat Customer Service: Top 5 Challenges
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges. Here are the top 5 pain points associated with instituting a live chat customer service program and how to overcome them.
The 5 Categories That Rule Virtual Agents
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.
What’s Trending in Customer Service Right Now?
BlueOcean
JULY 8, 2020
In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Read on for more insight on what’s trending in customer service. Customer experience expert Adam Toporek has noticed a lot of talk about empathy lately – and rightly so. Every customer service interaction is an opportunity to deliver this connection point. How about your customers?
Turning the Tables on Bad Customer Service
Experience Investigators by 360Connext
MARCH 4, 2015
If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Customer inclusion from the start.
Customer Service Week: A Time to Celebrate Customers AND Employees
ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
How to optimize customer service costs with visual assistance
TechSee
NOVEMBER 10, 2020
The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. field services.
5 Top Customer Service Articles For the Week of November 7, 2020
ShepHyken
DECEMBER 7, 2020
Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst.
Top 10 Customer Service Trends for 2021
SmartKarrot
DECEMBER 18, 2020
As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. A small miss in giving a good customer experience can cause them to leave you permanently.
Top 10 Customer Service Trends for 2021
SmartKarrot
DECEMBER 18, 2020
As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. A small miss in giving a good customer experience can cause them to leave you permanently.
3 Steps to Avoid Customer Service Disasters
Experience Investigators by 360Connext
MARCH 5, 2015
Disappointing a customer really comes down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are the steps to disappointing any customer. If the shipping is late or the product needs more time, communication is your best ally with customers. It’s difficult to over communicate when it comes to customer issues. Take the time to hear customers each step of the way.
23 customer service tips to provide great experiences
GetFeedback
JANUARY 10, 2021
Top tips to provide better service that’ll benefit your business and your customers. Guides
Use Voice of Customer (VOC) Data to Improve Customer Service
GetFeedback
JANUARY 3, 2019
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods. Customer Service How To
Is Your Social Customer Service Already Stellar?
BlueOcean
FEBRUARY 27, 2018
If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Whether you’re working with an outsourced strategic partner or whether you are operating with an in-house customer service solution, these posts are must-read content as you work on improving your customer experience on social media.
How to Achieve Personalized Customer Service with AI Tools
TechSee
OCTOBER 23, 2018
Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey. Examples of AI-Driven Personalized Customer Service. Customer Analytics. Hello.
13 Shocking Customer Service Statistics
Tricia Morris
OCTOBER 9, 2015
It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. 76% of consumers say they view customer service as the true test of how much a company values them.
11 Customer Service Metrics to Start Measuring
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. Customer Happiness Metrics. Customer Satisfaction (CSAT) Score.
New Research: Customer Service Trends and Best Practices
GetFeedback
MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices. Customer Service
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