GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Self-Service Metrics. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

BlueOcean

MARCH 31, 2021

Listen to the audio or read the article. This inevitably translates to higher contact volume in the customer care realm. Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

ShepHyken

APRIL 2, 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. Three Important Considerations for Customer Service Surveys by Paul Selby. Do you want happier customers?

Self Service 55

Self Service Customer Service Hospitality Survey 55

C3Centricity

AUGUST 4, 2020

Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. What makes a great customer care centre? Customers these days expect a response in minutes or hours rather than days. What makes a great customer service representative (CSR)?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

Comm100

FEBRUARY 5, 2018

Why Is Customer Engagement Software Important. What Customer Engagement Software Tools Are There? Self Service Software. Exploring A Broad Term: What Is Customer Engagement Software? Most importantly, they aim to personalize customer interactions throughout the entire customer lifecycle. CRM Software.

Social Media 170

Social Media CRM Self Service Software 170

Comm100

FEBRUARY 9, 2018

Instead, Eventbrite have implemented a question to allow their customers to only view the knowledge base articles that are relevant to their needs. All in all, simplified choices right at the beginning help drive the right customers to the right articles, increasing usability and minimizing confusion.

Knowledge Base 131

Knowledge Base Examples Self Service Tips 131

ShepHyken

JANUARY 2, 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. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

NOVEMBER 19, 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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

ShepHyken

FEBRUARY 19, 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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are my top five picks from last week.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self Service 120

Self Service Contact Center Trends Sales 120

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

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self Service 85

Self Service Knowledge Base e-support Groups 85

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Software 52

Software Customer Service Self Service Omni-Channel 52

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Customer Experience 145

Customer Experience Net Promoter Score Self Service Effort Score 145

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. So when customers who have an established relationship with a brand are treated in the same way as, and I say this literally, everyone else, then that can lead to feeling unseen and unrecognized. Spread the joy inside and out!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares some great insights and findings. Our customer service and CX research confirm this.

Self Service 72

Self Service Customer Service Social Media Ecommerce 72

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

COPC

FEBRUARY 19, 2016

utilize multiple channels, including self-service options. Customers expect an effortless and seamless experience throughout their journey with your organization, with a convenient path to issue resolution. Yes, your self-service program relies on technology to deliver information to your customers.

Self Service 40

Self Service System Multi-Channel Contact Center 40

ShepHyken

NOVEMBER 20, 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. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Well, this article will do exactly that!

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there. Self-service can be a win-win for agents and customers.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Oracle

AUGUST 15, 2019

The company’s business department enlists its customer care group to listen to the unique needs of its customers and learn their ways of doing business. After the development phase, business and customer care teams open local service lines together to support its customers in their language and during their business hours.

Tips 103

Tips Brands Self Service How To 103

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self Service 81

Self Service Omni-Channel Social Media Retail 81

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Self Service 104

Self Service Customer Service Fashion Groups 104

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

CSM Magazine

MAY 2, 2019

When your customers come to you for answers, they’re most likely visiting your site, since two-thirds of them prefer to first try solving issues on their own. Your website needs to have the tools that enable them to achieve this, with your self-service portal being their first port of call. What your customers care about.

Self Service 91

Self Service Customer Experience Management Knowledge Base 91

CSM Magazine

NOVEMBER 6, 2024

Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Chatbots 85

Chatbots Self Service Customer Service Interaction 85

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 131

Technology How To Chatbots Self Service 131

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 122

Technology How To Chatbots Self Service 122

Interactions

JUNE 25, 2020

This recent article from the Wall Street Journal explained some consumers’ plight as they tried to contact some famous brands after their purchases and got stuck in the hold time void. . Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Develop a self-service experience.

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. “The

Self Service 75

Self Service Chatbots Social Media Insurance 75

CSM Magazine

JUNE 27, 2022

By allowing customers to compare billing and usage rates over time – or even benchmark against similar households that live in the same area – utilities can show that they are being more transparent and inspire greater trust. More self-service.

Customer Care 52

Customer Care Self Service Resources Social Media 52