ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. This makes everyone – both customers and employees – happier. . You can’t have a consistent and predictable CX without an EX to support it. .

Employee Experience 134

Employee Experience Customer Experience Self Service Call Center Experience 134

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. She was digitally “hand-held” through the process, which included the chatbot. And this part is important.

Omni-Channel 95

Omni-Channel Customer Centricity Company Self Service 95

ShepHyken

APRIL 2, 2018

AI is starting to help companies improve the quality and consistency of their service in order to persuade customers that they do in fact care about them. My Comment: Here is a bold statement: AI will change customer service as much as the telephone did in its day. AI is getting better at what it does.

Self Service 55

Self Service Customer Service Hospitality Survey 55

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.

Customer Service 85

Customer Service Chatbots Self Service Sports 85

ShepHyken

APRIL 15, 2019

(Zingle) From Solving Problems to Saving Time — How Consumers Feel About ‘Bots’ vs Humans When it Comes to Customer Service. My Comment: Here is a great report on how customers are warming up to chatbots and robots versus a human-to-human customer service experience. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Self Service Chatbots Retail 93

ShepHyken

FEBRUARY 19, 2018

(SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what’s the actual implementation cost? My Comment: Here are some great stats and facts that support the need for better customer service.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

ShepHyken

FEBRUARY 8, 2021

One important one covered in the article is that accessibility is going to move into the digital world as brands are able to add code to their websites to be more inclusive for customers with disabilities. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Self Service B2B Retail 104

ShepHyken

DECEMBER 6, 2021

Sharable means customers talk about you and recommend you, and who doesn’t want that? 23 Experts Share How Chatbots Will Transform Customer Experience in 2022 by Gina Shaw. My Comment: Our friends at BotCore asked 23 experts to share their insights on chatbots and how they will “transform” custom experience in the next year.

Self Service 71

Self Service Customer Service Chatbots Customer Care 71

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. When you look at today’s landscape, you’ll see customers who demand quick responses and a seamless experience across all channels.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. Plus, self-service is available 24/7.

Social Media 90

Social Media Self Service Customer Service Marketing 90

ShepHyken

APRIL 28, 2024

Loyalty and self-service round out the four. AI Overload: the Good, the Bad, and the Ugly Impact on Customer Experience by Tomer Azenkot (Retail Customer Experience) Many companies today depend on artificial intelligence to handle customer interactions online. Connect with Shep on LinkedIn.

Loyalty Programs 75

Loyalty Programs Customer Service Self Service e-support 75

ShepHyken

DECEMBER 30, 2019

Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani. ITProPortal) Tips for brands looking to embrace AI-driven customer service. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

OCTOBER 17, 2022

Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation. My Comment: I love the opening line of this article: “Who comes back for average customer experience? Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 14

Customer Service Self Service Exceptional Customer Service Chatbots 14

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Zendesk shares ten trends to help you make informed decisions about where and how to invest in your customer service and CX strategies.

Customer Service 65

Customer Service Self Service Trends Hotels 65

ShepHyken

AUGUST 14, 2023

BONUS The Human Factor: Redefining Customer Experience in a Digital World by Glance (Glance) The abundance of digital tools and channels has transformed the way customers interact with businesses. Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

SurveySparrow

OCTOBER 1, 2023

In low-touch services, the focus is on providing a quick and convenient experience for a larger number of customers, often through self-service or minimal human interaction. This makes the shopping process faster and more convenient for customers who prefer a quick in-and-out experience.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Integrity Solutions

JULY 26, 2019

With digital transformation changing the game in many areas of customer care, the event this July showcased just how far developments like automation, artificial intelligence and chatbots have come—but also just how critical the human element remains.

Customer Engagement 64

Customer Engagement Engagement Contact Center Self Service 64

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. For information contact or www.hyken.com.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 4, 2023

Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S. Keep those phones open for your customers! . And just as Boomers are driving the traditional phone channels, Gen-Z and Millennials are moving the needle on these self-service options. . Follow on Twitter: @Hyken.

Self Service 144

Self Service Customer Experience Customer Service B2C 144

ShepHyken

JUNE 4, 2021

These would consume a lot of customer agents’ time if they answer each of them over call rather than solving complex customer queries. Hence, self-service automation is important so that customers can find their answers easily and the customer agents are only left with complex customer queries.

First Call Resolution 88

First Call Resolution System Self Service Management 88

ShepHyken

JANUARY 19, 2025

A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service. My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., I love hearing that from Five9.

Customer Service 71

Customer Service Government Self Service Contact Center 71