Consumers Customer Focused e-support Self Service 
Vonage
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever.
SurveyGizmo
NOVEMBER 11, 2021
The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. McKinsey shows that two-thirds of buyers prefer remote human interactions or digital self-service.
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TechSee
JUNE 16, 2022
Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jeff is truly obsessed with customer service.
ShepHyken
MARCH 1, 2021
Without it, you risk service that is inconsistent, at best. 5 key principles for a successful e-commerce user experience by James Brooke. Business2Community) When you’re adopting AI for customer support, there are five common pitfalls to avoid to ensure a positive customer experience. Some good reminders here.
Kustomer
JULY 28, 2022
In recent years, the idea of customer service has undergone a transformation. The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. A good product or service isn’t making the cut on its own.
Eptica
AUGUST 7, 2019
In a previous blog, I talked about the need for collaboration between teams, and how they have to share information and work together to deliver the customer experience that today’s consumers demand. This needs to change if organizations are to provide the holistic, customer-focused experience that consumers require.
ShepHyken
APRIL 3, 2023
My Comment: AI is changing the way companies manage customer support. It’s the last group that will win the digital customer experience game. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. She worked on it every day between 4.00
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