Stella Connect

FEBRUARY 22, 2017

More than 90% of customers want and expect to be able to go to a brand’s website and make informed purchase decisions, perform account-related tasks, and get their questions answered without having to contact a customer service agent. Customer self-service isn’t just a courtesy: it’s an organizational imperative.

Self Service 40

Self Service Ecommerce How To Policies 40

ShepHyken

APRIL 2, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Do you want happier customers? Why Self-Service is the Future of Customer Support by Kaan Ersun.

Self Service 54

Self Service Customer Service Hospitality Survey 54

Interactions

JULY 29, 2021

What consumers want (and don’t want) in a customer service interaction. So what exactly do customers want? Customers recognize the benefits of self-service through automated systems. Again, customers like speed and convenience. Here’s what we found. They want automation.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Interactions

SEPTEMBER 4, 2024

We took a look at some Interactions customer service data to determine the top types of interactions customers are making during this time of year. For example, what are the major reasons your customers might be contacting you, and what can you do to prepare — both for this season and in the future?

Tips 62

Tips Self Service Retail Customer Care 62

CSM Magazine

NOVEMBER 6, 2024

Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy. A franchise that prioritizes customer care earns loyalty, boosts its reputation, and encourages positive word-of-mouth.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Interactions

SEPTEMBER 4, 2024

We took a look at some Interactions customer service data to determine the top types of interactions customers are making during this time of year. For example, what are the major reasons your customers might be contacting you, and what can you do to prepare — both for this season and in the future?

Tips 62

Tips Self Service Retail Customer Care 62

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

NICE inContact

JUNE 18, 2019

We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. So here are 5 ways to improve your customer service. Following these tips will cut costs and increase revenue — all while making your customers happier and more loyal. We do the practicing, so you don’t have to.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

Comm100

DECEMBER 1, 2017

Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals. By voting on reducing customer friction as the top goal for their contact centers, companies are showing that they agree. Tip: Begin to examine your existing contact center processes.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon. by Deeksha Dadu.

Customer Service 91

Customer Service Self Service Customer Centricity Video 91

Call Experts

FEBRUARY 17, 2022

They are often the first person that a customer interacts with when they have a question about a product or service, and their job is to ensure that the customer feels understood and appreciated. . By incorporating these tips, you will improve communications and enhance customer service.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

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. Well-trained agents mean better customer satisfaction. Conclusion.

Technology 112

Technology How To Chatbots Self Service 112

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. Well-trained agents mean better customer satisfaction. Conclusion.

Technology 108

Technology How To Chatbots Self Service 108

Solvvy

JUNE 10, 2019

Based on his 20+ years of experience building subscription-based businesses as well as learning from our customers such as HelloFresh, Ipsy, BlueApron, and Scentbird to name a few, he shared three industry trade secrets as actionable tips on how to bust churn. Self-service is an essential part of scaling. Think again.

Tips 48

Tips Self Service Conference Connections 48

CSM Magazine

APRIL 16, 2024

They can handle a multitude of tasks, such as answering frequently asked questions, guiding users through the site, managing account inquiries, and even offering tips and information on games. Casino Bonuses: A Winning Combination with Customer Support Casino bonuses and promotions are the cherries on top of customer support.

Tips 52

Tips Knowledge Base Self Service Multi-Channel 52

ShepHyken

JUNE 3, 2016

She said, “I’m not being nice for a tip. It doesn’t matter if you tip or not. If we give you good service, your group will bring its business back here and not to the competition.”. Read Shep’s latest Forbes Article: Man Versus Machine — The Self-Service Customer Service Revolution. .

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Here are five tips to help with a smooth transition.

Self Service 78

Self Service Contact Center Management Effort Score 78

TechSee

MAY 29, 2018

If you follow the link at the end of each paragraph, you can download the complete guide for each of the KPIs, including an in-depth analysis, tips and real statistics about the impact visual engagement has on each of them. Customer Service KPI #1 – NPS (Net Promoter Score).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Lithium

MAY 7, 2024

Using the corresponding practical social listening tips, you, too, can pave your way to a success-filled year in social media. Care Service Fresh Features - Episode 4 Welcome to our latest Khoros Service product release. Register soon to ensure you get access to a test environment for this session.

Self Service 52

Self Service Social Media Gamification Customer Care 52

Interactions

OCTOBER 7, 2021

Tip: Many brands are turning to new technologies like Conversational AI to improve their customer experience. Customers want to know what to expect and how they will be treated when they contact a brand–and they don’t want (bad) surprises. Tip: Empathy is the new kid on the block at the contact center.

Self Service 62

Self Service Customer Service Contact Center Tips 62

CSM Magazine

JUNE 28, 2021

It is important to set up customer service channels that are suitable for your particular customers. Many consumers prefer telephone customer service (39%), while other consumers prefer email (20%), online chat (16%), and self-service (12%). Think of how you use customer care software.

Customer Service 52

Customer Service Self Service Tips Social Media 52

Playvox

AUGUST 25, 2022

As workforce management professionals, we know how one person can make a difference in providing timely service to our customers and hitting SLAs – or missing them completely. Here are a few tips to help you demonstrate this powerful concept to your agents. Power of One Customer Care and Contact Center Exercises.

Management 85

Management Contact Center Exercises Self Service 85

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Monitor Your Customer Experience with Real-Time Dashboards.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

delighted

MARCH 9, 2021

Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy. The significance of great customer service. Then switch.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. My Comment: AI fueled customer service is under a microscope.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Lumoa

JUNE 14, 2023

Plus, with 86% of people refusing to patronize businesses with negative online reviews, you’ll face a costly uphill battle in getting new customers on board. Train your Staff to Become Customer-centric How do you create a customer-centric culture? Solutions to Improve Negative NPS Score All is not lost, though.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

BirdEye

JUNE 29, 2023

If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere. In this blog post, we’ll share insight on effective communication channels as well as tips on how to improve your customer communication to keep your business growing. Why is customer communication important?

Communication 97

Communication Social Media Self Service Touchpoint 97

CSM Magazine

DECEMBER 12, 2019

If a customer is calling for something as simple as paying their bill, they can avoid long hold times by selecting the “pay my bill” self-service option. Maybe it’s time for you to take a look at how flexible and proactive your customer care organization is so you can meet the unexpected demands of this year’s busy season.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Let’s dive into how these self-service wonders are reshaping the retail experience.

Retail 78

Retail Engagement Strategy Customer Experience 78

Kustomer

JANUARY 13, 2022

For example, if a customer calls the CX team and the agent asks them to send pictures on Messenger of the product problem, there should be no delay or confusion about what the customer needs. A transition between platforms needs to be seamless meaning that no information is lost between channels when transferring customers.

Self Service 81

Self Service Omni-Channel Customers Social Media 81

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. And it’s not just the customers who are benefiting.

Self Service 40

Self Service Wireless Customer Service CRM 40

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. Get started with this action plan , based on our research study on coaching.

Customer Engagement 64

Customer Engagement Engagement Contact Center Self Service 64

ShepHyken

NOVEMBER 23, 2018

It allows them to feel like they can do something with the service they received, whether it was good or bad. For independent customers, the ability to do things themselves gives them a sense of empowerment. Self-service options let the customer take care of themselves without assistance.

Self Service 69

Self Service Effort Score Guidelines Tips 69

Kustomer

JULY 13, 2020

In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. This might have you wondering, what is digital customer service, exactly? This might have you wondering, what is digital customer service, exactly?

Customer Service 59

Customer Service Self Service Omni-Channel Chatbots 59