ShepHyken

FEBRUARY 12, 2024

What frustrations do customers face when dealing with customer service, and how can AI address them? What tools can be provided to improve employee satisfaction and performance in customer service? Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.

Contact Center 147

Contact Center 2024 Customer Service Representative Healthcare 147

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” Here are my top five picks from last week. Then Amazon Prime came along.

2024 78

2024 Article Customer Service E Commerce 78

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience? After all, you want to be where your customers are, right?

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. The point is, you can’t fight digital. . Most companies already have a digital presence.

Fashion 125

Fashion Interaction Airlines Customer Service Training 125

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

2024 52

2024 Download Contact Center Demo 52

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

B2B 207

B2B Contact Center Technology Consumers 207

BirdEye

OCTOBER 11, 2023

Customers now expect insurance companies to offer a better customer experience , tailored advice, shorter wait times, efficient internet-based solutions, and more. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving.

Customer Success 52

Customer Success Engagement Customers Insights 52

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. From banking to utilities to services, not a single sector was spared from the downward trend.

Customer Satisfaction 52

Customer Satisfaction Banking Magazine Competitive Advantage 52

TechSee

FEBRUARY 7, 2023

In this post, we will examine the role and implications of Generative AI in service organizations, the practicality of this technology, and the strategies you should consider today and tomorrow. However, the complexity required to automate chatbot-based support has resulted in limited improvements in digital service containment rates.

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. Let’s explore some of the most effective ways to sustain your customer service strategy.

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Customers Definition Communication 98

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. In this digital age, it’s important to distinguish the specifics of such tools. What is Customer Self-Service? Putting Self-Service Tools to Work. Website Downloads.

E-support 97

E-support Download Consumers Retail 97

ShepHyken

NOVEMBER 27, 2023

This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service. While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies.

Customer Experience 94

Customer Experience Technology User Experience Customer Satisfaction 94

TechSee

MAY 19, 2020

The level of effort involved in proactively registering their products is often too high, even though without product registration, brands cannot validate the warranty in order to provide effective service. Younger consumers have grown up as digital natives and are less focused on data privacy. Visual self-service product registration.

Consumers 207

Consumers Brands Engagement Loyalty 207

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

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? Customer service automation trends.

Customer Service 136

Customer Service Marketing Omnichannel Poor Customer Service 136

Team Support

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. Self-service checklist.

E-support 98

E-support B2B Webinar Customer Centricity 98

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Digital Banking Moves Forward. This means responding efficiently to challenges such as outbreaks and finding solutions that can guarantee business continuity regardless of any crisis.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

ShepHyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? Top Takeaways: Customers want digital self-service options for transactional or routine issues and services. Some companies force customers to use digital options by creating a difficult and unpleasant experience on the phone, such as extremely long hold times.

Customer Service 62

Customer Service Technology Innovation Interaction 62

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. According to industry statistics , 80% of property managers say that maintenance and repair are the most common housing management services provided, and more than 45% express a desire to improve efficiency when providing these property management solutions.

Management 109

Management 2028 Technology 2021 109

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. She was digitally “hand-held” through the process, which included the chatbot. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. And this part is important.

Customer Centricity 84

Customer Centricity Workshop Customer Service Training Definition 84

West Monroe

APRIL 9, 2024

With higher interest rates continuing to add value—partially thanks to the tax-exempt status of credit unions—some reckoning is needed as credit union members begin to begrudge the lackluster digital experience available with traditional banks.

2024 52

2024 Banking Financial Consumers 52

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. The significance of efficient customer service strategies cannot be overstated. The significance of efficient customer service strategies cannot be overstated.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. Finding out how to reduce call center volume by deflecting those simple interactions to alternate service channels translates into major savings for contact enters. When self-service fails.

Call Center 136

Call Center Contact Center Insurance Download 136

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. In a recent case study published by Sabio , Benenden Health can now roll out digital innovations to match member preferences.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

Kustomer

JUNE 7, 2023

Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates. Customer Experience Trends in 2022 Keeping up with what’s new in customer service trends can be difficult when trends emerge so regularly.

Customer Experience 84

Customer Experience E Commerce E-support 2022 84