ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. In certain cases, they even demand it.

Self Service 96

Self Service Training Contact Center Customer Service Training 96

ShepHyken

APRIL 6, 2025

The first article in this weeks Top Five roundup features a recap of how culture, AI, and leadership work to create the best experience (for both employees and customers). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Self Service Trends B2C 70

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how.

Self Service 110

Self Service Customer Service CRM Infographics 110

ShepHyken

DECEMBER 29, 2024

The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). What Is Social Listening?

Customer Service 74

Customer Service Self Service Connections Social Media 74

Calabrio

APRIL 11, 2025

This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer relationships 165

Customer relationships Self Service Customer Service Training Customers 165

ShepHyken

JUNE 19, 2019

Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer. In this case, it’s empowering the customer to take control of their situation. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently.

Self Service 133

Self Service Customer Service Conference Customer Service Training 133

ShepHyken

APRIL 4, 2023

Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 126

Tips Self Service Hotels Customer Service Training 126

ShepHyken

SEPTEMBER 11, 2017

(TCFCR) Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Thanks for this great list of ideas.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

ShepHyken

APRIL 13, 2022

Then something happened eight years later while I was in college and working at a gas station, which is when I discovered that I was passionate about customer service. . I was working at a self-service gas station. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Self Service 136

Self Service Customer Service Customer Focused Customer Service Training 136

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? Chatbots vs Knowledge Bases: Which One Is Better?

Self Service 133

Self Service Customer Service Customer Journeys B2B 133

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Loyalty 147

Loyalty Self Service Customer Service Training Tips 147

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Bill Quiseng

APRIL 18, 2021

At the same time, retail technology in the form of self-service or contactless purchases may have made it more convenient for the customer, but it eliminated the human connection. Many don’t feel it is important to greet our co-workers every morning or every customer who walks through the door.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 160

Customer Service Net Promoter Score Self Service Knowledge Base 160

ShepHyken

NOVEMBER 9, 2016

Acting with urgency builds confidence and makes the customer feel as if you care about taking care of their problem. 7. Not Giving Them Opportunity to Solve Issues on Their Own – Self-service options for customer service are becoming the norm. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

Steve DiGioia

MAY 17, 2021

Customer Service Acronyms You Need to Know. The internet has heightened expectations of self-service and responsiveness. And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. For information contact or www.hyken.com.

Customer Service 120

Customer Service Self Service Social Media Customer Service Training 120

Vonage

JULY 19, 2016

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. How to contribute and improve service quality as a customer. Enhance customer service experience using self-service.

Measurement 120

Measurement Customer Service Self Service Travel 120

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Employee Experience 133

Employee Experience Customer Experience Self Service Call Center Experience 133

ShepHyken

MAY 1, 2019

When you need support, there are good self-service options. Jeff Bezos, the company’s founder, has a relentless focus on creating customer convenience. Apple: They are masters at engaging their customers at almost every level. They give you confirmation of your order, tracking information, and much more.

Brands 126

Brands Customer Service Self Service Advertising 126

ShepHyken

APRIL 11, 2018

Identify all the touchpoints your customers have with your people and your organization’s processes. Is it easy for your customers or not? For example, when they visit your website, are there self-service options available to them? And if those self-service options fail, is there an easy way for them to reach a human?

Customer Focused 105

Customer Focused Self Service Touchpoint Banking 105

Comm100

FEBRUARY 23, 2021

Your customers may not always want to speak to an agent: given the chance, many of them prefer to take assistance into their own hands through self-serve options. Accessible, up to date self-service options are vital for businesses, large or small. – Integrate self-service with your real-time touchpoints.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

AUGUST 11, 2024

BONUS Self-Service Customer Service: Key Capabilities and Strategies by Gartner (Gartner) Modern CX demands a self-service-first mindset. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

ShepHyken

AUGUST 25, 2024

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

ShepHyken

APRIL 2, 2018

If you have direct interactions with your customers, you might enjoy some of the ideas and techniques shared in this article. Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Self Service 55

Self Service Customer Service Hospitality Survey 55

Ecrion

JULY 14, 2020

People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. This kind of instant access can improve overall customer satisfaction.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

SEPTEMBER 5, 2018

I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How did he get into the oil business? Impressive!”

Self Service 90

Self Service Customer Service Training Training Course 90

ShepHyken

APRIL 5, 2021

I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. Start listening today! Follow on Twitter: @Hyken.

Customer Service 128

Customer Service Self Service Contact Center Tips 128

ShepHyken

JANUARY 3, 2018

React quickly, especially on social media: When a customer needs support or a question answered and they email it to you, they don’t want to wait two days to get a response. Don’t let technology pass you by: Invest in the right technology to drive a better customer experience. They don’t want to call and be put on hold for an hour.

Customer Service 117

Customer Service Self Service Tips Social Media 117

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Self Service – Put control in the customer’s hands.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. That doesn’t mean live agents are going to disappear.

Customer Service 133

Customer Service Self Service Retail Entertainment 133

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

Self Service 62

Self Service Customer Service Customer Retention Retail 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