2024 Chatbots Customer Service Training 
ShepHyken
DECEMBER 22, 2024
A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. My Comment: An automated customer service experience can be a good one. Connect with Shep on LinkedIn.
ShepHyken
OCTOBER 27, 2024
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Connect with Shep on LinkedIn.
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ShepHyken
NOVEMBER 11, 2024
In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. One of the Big Retail CX Trends of 2024? Connect with Shep on LinkedIn.
ShepHyken
JULY 29, 2024
Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.
ShepHyken
JUNE 2, 2024
Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. While escalating complex issues to a higher tier can improve satisfaction, many chatbots lack robust escalation features. Connect with Shep on LinkedIn.
ShepHyken
AUGUST 25, 2024
The Trouble with Great Chatbots by Dan Tynan (Freshworks) Customers love the support they get from most AI chatbots—until they find out they’re talking to a chatbot. This one focuses on chatbots and their use in customer support. So, don’t make any of the mistakes found in this article!
ShepHyken
MARCH 25, 2024
According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. Connect with Shep on LinkedIn.
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