ShepHyken

MARCH 11, 2025

By everything, Im referring to the latest methods of responding to customers questions and handling their problems and complaints. I mentioned that for 3,775 years, customers have been contacting companies when they have problems or questions. Nanni, the customer, bought copper ore from a supplier, Ea-Nasir.

Customer Service 86

Customer Service Self Service Chatbots Customer Service Training 86

CSM Magazine

FEBRUARY 4, 2025

Customer Service Preferences : Instant answers (often through live chat or social media). Self-service options, such as FAQs and chatbots. Build a Multi-Channel Support Strategy Each generation has its favored communication channels. Communication Style : Informal, engaging, and tech-reliant.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

CSM Magazine

MARCH 17, 2025

Prioritize Self-Service Options Implementing self-service tools, such as kiosks , online FAQ pages, or automated chatbots, is a cost-efficient way to empower customers while reducing dependence on staff. Why it works: Fewer people need to contact customer service when they can find answers themselves.

NPS 52

NPS Self Service Net Promoter Score e-support 52

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. NPS, CSAT or Customer Effort?

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Never stop investing in customer service.

Ecommerce 150

Ecommerce Training Customer Service Net Promoter Score 150

CSM Magazine

JANUARY 15, 2025

Benefits of AI-Driven Customer Service Solutions Adopting AI in customer service offers numerous advantages: Improved FCR Rates: AI solutions have been shown to increase FCR rates by providing immediate and accurate responses to customer inquiries.

Customer Service 52

Customer Service First Call Resolution Call Center Exceptional Customer Service 52

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. How about “customer care?”

Self Service 70

Self Service Customer Service Chatbots Customer Care 70

Comm100

FEBRUARY 10, 2022

Personalizing customer service is key for brands to interact with their target audience and set themselves apart from the crowd, especially when 90% of online shoppers are more likely to do business with brands that offer personalized experiences. Why does personalized customer service matter? Use chatbots.

Self Service 130

Self Service Customer Service Strategy How To 130

CSM Magazine

JANUARY 13, 2025

Essential Communication Tools for Customer Service Teams Equipping your customer service team with the right tools can transform how you connect with customers and collaborate internally. Chat platforms, shared inboxes, and AI chatbots are essential for streamlining interactions.

Communication 52

Communication Tools Customer Service Omni-Channel 52

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. The significance of efficient customer service strategies cannot be overstated.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Social Media 134

Social Media Examples Brands Customer Service 134

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes.

Customer Service 14

Customer Service Social Media Poor Customer Service Customer Care 14

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Customer Service Strategies Behind Zappos’s Success by Sharpen. 10 Tips For Making Customers Feel Welcome by Richard R.

Customer Service 0

Customer Service Chatbots Culture Tips 0

CSM Magazine

OCTOBER 20, 2022

Raghavendra Rao, Director of Customer Excellence at Sprinklr , outlines three steps to build a customer service strategy centered around self-service. Have you ever been in a situation where you were running late for a flight, and an airport self-service kiosk saved the day? It’s a win-win.

Customer Service Strategies 52

Customer Service Strategies Self Service Effort Score Customer Service 52

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

e-support 145

e-support Omni-Channel Competitive Advantage Customer Centricity 145

Comm100

SEPTEMBER 20, 2018

In this article, we shall explore some great ideas to help improve the customer support experience for your business. Chatbots are a great way to increase productivity of your customer service. We believe that utilizing the staff’s multilingual abilities is a great way of improving your customer service strategy.

Technology 131

Technology How To Chatbots Self Service 131

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Misconception #3: Speed is the most important customer service metric.

Self Service 118

Self Service Customer Service e-support Average Handle Time 118

Comm100

SEPTEMBER 20, 2018

In this article, we shall explore some great ideas to help improve the customer support experience for your business. Chatbots are a great way to increase productivity of your customer service. We believe that utilizing the staff’s multilingual abilities is a great way of improving your customer service strategy.

Technology 122

Technology How To Chatbots Self Service 122

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. And did you guess what company this article is about?

Omni-Channel 93

Omni-Channel Customer Centricity Company Self Service 93

Comm100

SEPTEMBER 25, 2021

Yet, these examples could be far from what some customers are looking for, and it’s crucial to know what it means. This article will cover the following: Digital Transformation in Customer Service Significance of Omnichannel Customer Service Importance of Personalization Strategy and Ideas Using Software for Customized Customer Service.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

CSM Magazine

OCTOBER 19, 2020

Customer service is highly influential in purchasing decisions and how strong your sales are may depend on how interactive and personalized your customer service strategy is. Reacting to customer behavior and responding to queries promptly are essential for encouraging sales. Maisie AI eCommerce Chatbots.

Ecommerce 98

Ecommerce Social Media Chatbots Customer Service Strategies 98

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? This frees-up human agents to solve more challenging cases.

Chatbots 92

Chatbots NPS Technology Brands 92

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Human vs Bot.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The gold in the article is his simple three-step approach to building a customer-focused culture. Is it that simple?

Customer Service 48

Customer Service Chatbots Culture Customer Service Training 48

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! .

Software 92

Software Customer Experience e-support Chatbots 92

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Want To Retain Your Customers?

Connections 123

Connections Customer Centricity Consumers Culture 123

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 66

Self Service Trends Customer Service Chatbots 66

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 83

Customer Service Rewards Programs Customer relationships e-support 83

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

Customer Experience 87

Customer Experience Customer Service Net Promoter Score Self Service 87

Kustomer

JUNE 11, 2020

Intelligent automation as part of the customer service strategy not only keeps your customers happier, it also improves the efficiency of your agents. Chatbots and Other Efficient AI Applications. Chatbots are typically the first platform thought of when it comes to customer service, and for good reason.

Chatbots 52

Chatbots Customer Service Knowledge Base Self Service 52

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Tips 74

Tips Self Service Strategy Customer Experience 74

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. Live chat support.

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Loyalty Programs 91