ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Helpware

JULY 14, 2017

Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. So go public with your customer support team.

Customer Service 40

Customer Service e-support Customer Service Representative Fashion 40

NobelBiz

JANUARY 16, 2024

They include interactions, through text messages or emails. These strategic touch points hold the potential to greatly influence customer satisfaction, lead generation and overall success story of a company. Inbound Call Center Campaigns Inbound campaigns deal with incoming calls from customers.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Stella Connect

SEPTEMBER 28, 2021

Customers will abandon your brand if they’re unhappy, resulting in a loss of revenue that may be difficult to recover — of course, this is why it’s critical to improve your first call resolution (FCR) rate. Customers find this level of immediacy non-negotiable in the retailers they choose to do business with.

Retail 52

Retail Customer Experience Ecommerce First Call Resolution 52

CSM Magazine

MAY 19, 2022

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. When our customers reach out to us, we must ensure we’re there to help. Be available .

Self Service 52

Self Service Wait Times Training Customers 52

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Culture B2C Retail 67

Beyond Philosophy

SEPTEMBER 23, 2021

Amazon is all about sending out information and building customer confidence that they are handling it, making people feel great about doing business with them. . Nothing has changed in customer service and experience. Customers come to you with a problem, and they want to buy a product or service to fix it.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

BirdEye

AUGUST 9, 2023

Manage Posts, Reputation, and Reporting across Locations Want to see the impact of Birdeye on your business? A high star rating on your listings makes customers confident about their purchases. Use platforms like Instagram, Facebook, YouTube, and Twitter to enhance your brand’s awareness and engage with your customers.

Social Media 52

Social Media e-support Feedback Analysis 52

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 40

Connections Culture B2C Retail 40

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. Those resources are: Product demos.

Case Study 82

Case Study ROI B2B Study 82

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. Then in 1876, Alexander Graham Bell invented the telephone.

Self Service 40

Self Service Training Customer Expectations Interaction 40

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

SmartKarrot

JULY 27, 2022

Customer engagement managers are responsible for building healthy relationships with customers. They are responsible for interacting with them, addressing their concerns, and being their (customers’) point of contact. On the other hand, they also oversee the work of other employees interacting with the customers.

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 156

NPS Measurement Effort Score Customer Experience 156

Helen Dewdney

JUNE 20, 2023

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about service providers within the rail industry. We also support the rail industry to raise standards.

Travel 78

Travel Consumers Transportation Training 78

Bold360

JANUARY 23, 2017

Think about a company like Netflix who started out sending DVDs in the post to customers, and now stream all their content online. The result is the same, providing customers with entertainment in an efficient and simple way. This kind of holistic business strategy transforms customer experience.

Omni-Channel 40

Omni-Channel Self Service Banking Financial 40

Team Support

APRIL 3, 2020

This best-kept secret has very little to do with support directly, but it often has a major impact on the type of issues being reported. It’s all about your customer onboarding experience. There’s a similar dynamic between customer onboarding and customer support. Ensure your B2B company has excellent onboarding.

B2B 64

B2B Competitive Advantage Customer Confidence Customers 64