NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

InMoment XI

MAY 4, 2023

You can strengthen your experience management efforts by understanding your customer segments and taking special action to better serve those populations. In one segmentation use case, a major Retailer Co leveraged existing capabilities and assigned unique Guest IDs to consistently collect detailed data on customers.

Strategy 221

Strategy Customer Experience How To Loyalty Programs 221

InMoment XI

NOVEMBER 20, 2023

By analyzing historical data, AI systems can forecast trends, helping businesses stay ahead of customer expectations. This proactive approach allows companies to offer relevant products or services before customers even express their requirements.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

CSM Magazine

JANUARY 15, 2025

Enhancing First Call Resolution with AI Implementing AI in customer service can significantly boost FCR rates through several mechanisms: Real-Time Issue Diagnosis: AI systems can quickly analyze a customer’s account and service history to identify the root cause of an issue during the initial interaction.

Customer Service 52

Customer Service First Call Resolution Call Center Exceptional Customer Service 52

eglobalis

OCTOBER 1, 2024

Create a Unified Customer Journey Map Developing a company-wide customer journey map helps departments see how their actions influence the overall customer experience. For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

Comm100

JUNE 13, 2018

For retailers, this old saying rings tried-and-true. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. This helps increase buyer confidence, and push customers through checkout faster. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”.

Tips 185

Tips Self Service e-support Social Media 185

Customers Rock!

JANUARY 18, 2010

Every customer touch is another brand impression of the company. Each contact with customer service, whether by phone, email, Twitter, or self-service is a brand impression. Each customer service representative says more about the brand by how they treat a customer during an interaction than any marketing campaign.

Customer Service 161

Customer Service Self Service Social Media Customer Service Representative 161

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Beyond Philosophy

JUNE 26, 2017

The past week has been headline after headline of the changes in the retail landscape. Retail shopping must rally itself or retail shopping as we know it could be gone forever. Customers have a week to decide if they want to keep them (and pay for them) or ship them back. Clothing Retailers Continue to Lose Their Shirts.

Retail 122

Retail Fashion Consulting Customer Service Representative 122

Happy or Not

NOVEMBER 13, 2024

With countless excellent customer service examples in various industries, it’s clear that companies that prioritize a customer-centric approach stand out in customer service today. This is a great customer service example of how to address customer issues to exceed customer expectations proactively.

Examples 36

Examples Customer Service Case Study Hospitality 36

Comm100

DECEMBER 8, 2020

They are assistants that take over and automate your online conversations with customers. They have the conversations your customer service representatives would have at a fraction of the normal time and cost. Maintaining high standards of customer satisfaction is paramount. It can make or break a business.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

CSM Magazine

MARCH 15, 2019

Make sure to emphasize that ensuring that the customer is satisfied and happy is always your top priority. Sample answer: In the past, I worked at an auto insurance company as a customer service representative. Once, I got a call from a customer who had a complaint about the auto repair shop that was repairing his car.

Customer Service Representative 40

Customer Service Representative Customer Service Insurance Government 40

Lumoa

DECEMBER 15, 2022

For banking and telecommunication companies, customer surveys will likely be your largest pool of customer feedback. Most of the interactions customers have with you are either…. Social media is a customer feedback goldmine for retail companies in particular. A prime example of this is the retail brand Timberland.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

CSM Magazine

NOVEMBER 11, 2024

Bureau of Labor Statistics, employment in customer service management is projected to grow by 8% from 2019 to 2029, faster than the average for all occupations. Diverse Career Opportunities: Customer service managers can work in a wide range of industries, from retail and hospitality to finance and healthcare.

Tips 52

Tips Customer Service Management Contact Center 52

Bold360

NOVEMBER 28, 2017

The holidays are in full swing, meaning crazy deals and even crazier shopper expectations — and retailers must ensure their websites are equipped with the right technologies and resources to handle the chaos now and throughout the holiday season. Are You Ready to Support the Retail Madness? The post It’s Officially the Holidays!

Retail 49

Retail Self Service Chatbots Touchpoint 49

BlueOcean

APRIL 14, 2023

Since ChatGPT is a machine learning model and not a human, it can be difficult to replicate the human touch that customers often appreciate when interacting with customer service representatives. This can make customers feel like they’re talking to a machine, which can be a turn-off for some people.

Government 156

Government Customer Service Representative Technology Guidelines 156

Comm100

NOVEMBER 2, 2017

This may be an automated email rather than one sent out personally by a customer service representative, but check out how the travel website Travelgenio uses this tactic to generate a higher response rate: Customers might not feel like they have a lot of time to spare in their day, but it’s not hard to fit in time to answer two questions only.

Customer Satisfaction 211

Customer Satisfaction Survey Feedback Tips 211

Oracle

JULY 26, 2018

According to research by Accenture , 75% of shoppers are more likely to buy from retailers that: recognize them by name, recommend options based on prior purchases, or recall their previous purchase history. Through machine learning and artificial intelligence, companies can tailor personalized shopping opportunities to their customer base.

Customer Satisfaction 79

Customer Satisfaction Omni-Channel Social Media Customer Service Representative 79

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CSM Magazine

OCTOBER 29, 2024

The customer service team often acts as a bridge between the company and its customers, so they must be knowledgeable about regulatory changes that may impact customer concerns. For instance, explaining how ASC 842 affects billing or contractual agreements can help manage customer expectations.

Measurement 52

Measurement Customer Service Hotels Policies 52

Kustomer

JUNE 8, 2021

retailers alone in Q2 of 2020 was 44% higher than the same period in 2019. If you’re a retailer, one of the most important points of contact for new customers is your customer service team, which means it’s imperative that they’re trained and up-to-date with the latest knowledge and know how to go above and beyond for your customers.

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

Comm100

FEBRUARY 12, 2021

Ultimately, they made sure they delivered on their promise to their donors – attentive and helpful service when, where, and how their donors need it. Resident Home, Customer Success Team. Resident Home is a home furnishings retailer that sells several direct-to-consumer brands. The Winner. The Winner.

Social Media 130

Social Media Customer Service Representative Knowledge Base Customer Service 130

InMoment XI

FEBRUARY 12, 2024

However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address. If you were to just stop there, you wouldn’t know why she was dissatisfied.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Comm100

AUGUST 24, 2016

People don’t typically switch service providers just to spice up their lives; if they use, for example, an auto service center that’s skilled, efficient, convenient, and within their budget, they’ll stick to them forever. The same goes with online retailers (once you go Amazon.com, you don’t go back).

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Customer Enthusiast

OCTOBER 9, 2014

A recent example supporting these findings that made national headlines was the chat conversation about a mishandled book order between a customer and an Amazon customer service representative. The conversation was unique in that the customer and Amazon CSR assumed the roles of Odin and Thor from Norse mythology.

Exceptional Customer Service 97

Exceptional Customer Service Customer Service e-support Guidelines 97

Experience Investigators by 360Connext

MAY 16, 2023

Each store is a little different, and like most retailers many stores are short-staffed. Lowe’s and Home Depot invested in mobile apps that customers can use in-store. Related: Reassurance: Proactively Building Customer Trust 5. Home improvement store journeys can be especially daunting.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

CSM Magazine

JANUARY 20, 2021

Designed for customer service representatives while handling unhappy customers, CS Resolve is a simple-to-use application that enables customer service reps to instantly deliver a pre-approved digital coupon or gift card to an upset customer – in a way that is secure, trackable, and accountable.

Customer Service 59

Customer Service Contact Center Software Customer Service Representative Social Media 59

Ecrion

JULY 22, 2019

Define When Customer Service Really Begins Another essential element you need to stress to your team when you’re developing your customer service training program? Keep It Constant The last element that you need to make sure you bring up in your customer service training programs?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

FEBRUARY 4, 2019

My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience). A great resource! by Anastasiia Khlystova.

Customer Service 90

Customer Service B2B Infographics B2C 90

Horizon CX

FEBRUARY 22, 2018

A smile—or the nonvisual sense of a smile for telephone customer service representatives—can be the most significant part of a business transaction. In retail, it can influence people’s perception of a brand and their customer satisfaction. Smiling isn’t just something your face does.

B2C 100

B2C Customer Service Representative B2B Interaction 100

transcosmos Information Systems

JULY 6, 2017

Brands that are effectively using social media as a customer service tool gain a competitive advantage. Check out how these top brands won over their social media customers. Zappos is an online retailer based in Nevada that has mastered the art of social media customer service. Be Where Your Customers Are.

Social Media 78

Social Media Tools Examples Customer Service 78

BirdEye

SEPTEMBER 22, 2022

Customer service representatives can use team chat to provide support to customers in real time. Team chat apps can also help provide a great customer experience by having other colleagues answer prospective clients’ questions when the real estate agent or property manager is unavailable. Google Chat 4.

Software 98

Software How To Healthcare Video 98

Service Untitled

DECEMBER 12, 2012

The National Retail Federation estimates the average jolly holiday shopper will conservatively spend $750 for family and friends this season. What we don’t like however, are problems with the merchandise or services we purchase. Customer service representatives should be thoroughly familiar with what their business offers.

Customer Service 61

Customer Service Customer Service Representative Retail Sales 61

Service Untitled

MAY 21, 2012

The organization started in 1998, and by 2009 Amazon paid one-billion dollars for an online shoe store which amazingly continues to entertain and delight while increasing its visibility, excelling in connecting with customers, and selling more online merchandise than most other stores. So what makes Zappos.com a leader in customer service?

Customer Service 80

Customer Service Entertainment Comparison Social Media 80

CSM Magazine

APRIL 25, 2022

To enhance your customer service management style, consider how you can become a better leader. Communication is one of the most important topics in business, whether you work in retail, customer service, or healthcare. Communication Training.

Training 97

Training Customer Service Management Customer Service Training 97

CSM Magazine

JULY 13, 2020

The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family. This loss of jobs has affected many of the 26 million Americans who work in retail and food services alone, two of the sectors with the most person to person interaction.

Customer Service 52

Customer Service Trends Retail Customer Service Representative 52

Service Untitled

APRIL 22, 2013

With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service? The customer service representative was exceptional and spent the time trying to figure out what replacement cushions would have the best result. And so the shopping begins.

Customer Service 86

Customer Service Policies Culture Customer Service Representative 86