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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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Trending Sources
Social Media is Bad for Customer Service
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.
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. Computer Vision-powered self-service.
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.
4 Reasons why your Customer Service Needs to be a Profit Generator
TechSee
APRIL 13, 2021
Is customer service a cost center or a profit center? The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue.
How Visual Transformation Will Revolutionize Customer Service
TechSee
MARCH 10, 2021
This remote and digital-first world has made service organizations rethink how to engage with customers. Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation.
Customer Service Outsourcing: Is It Important For SMEs?
Magellan Solutions
APRIL 15, 2021
The Importance of Customer Service Outsourcing for SMEs. There are a lot of advantages when going for customer service outsourcing. They made a great fortune out of the contact support service. After all, they are not expecting too much customer service inquiries.
The Power of Relentless Customer Service
CSM Magazine
APRIL 8, 2021
If you want your organization to grow and succeed long term, you’ve got to be a service leader. Lots of executives talk about their focus on customer service. Those that are-the most customer-service driven, maintain that focus relentlessly.
Customer service trends for 2021: Top analyst predictions
TechSee
JANUARY 26, 2021
Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Customer service trends: Top predictions for 2021. Emerging customer service trends for 2021.
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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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.
10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.
How to Deliver Market-Leading Customer Service thanks to Automation
Inbenta
MARCH 30, 2021
During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. What is customer service automation and what benefits does it provide?
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. How about your customers?
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.
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.
Does Automation Make Customer Service Smart?
CSM Magazine
MARCH 18, 2021
Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. As customers, chatbots often make us feel blocked from getting the information we are looking for.
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?
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 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.
Customer Service Outsourcing For Your Business Growth
Magellan Solutions
MARCH 9, 2021
Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. Customer Service Expectations.
Your Product’s Secret Power – Customer Service
CSM Magazine
APRIL 16, 2021
During difficult times, some companies, unfortunately, look to save a couple of dollars from their customer service budget. But contrary to popular belief, customer service is just as important (if not more so) as other aspects of a business. Customer Service Articles
Guest Post: The 4 Most Common Misconceptions About Customer Service
Hyken
APRIL 2, 2021
She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer 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.
Is Customer Service Dead?
Customers That Stick
JANUARY 22, 2020
Is customer service dead? Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand. Customer Service Blog
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.
Need Mo’ Money? Customer Service can Help using the Power of Vision
TechSee
MARCH 30, 2021
New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Visual assistance makes Field Services profitable.
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.
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.
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.
Why is Customer Service Important?
Customers That Stick
MARCH 4, 2020
The data is in and customer experience leads to all sorts of favorable outcomes. If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience.
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.
Guest Post: Improving Employee Experience for Your Customer Service Team
ShepHyken
FEBRUARY 19, 2021
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
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.
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.
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