ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Analytics 62

Analytics Customer Service Analysis e-support 62

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Download Now. Today’s consumer wants choice. White Paper.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

TechSee

OCTOBER 2, 2019

Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable. It’s interesting to note that 62% of these customers canceled after an ongoing negative experience, while only 19% left after a one-time crisis.

Survey 164

Survey Customer Service Social Media Telecommunications 164

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. For a more detailed analysis, be sure to download our comprehensive white paper and industry report.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Uniphore

DECEMBER 20, 2021

Download the Article. The post Reducing Attrition in BPO Customer Service appeared first on Uniphore. Technology can improve training and coaching. Automation can eliminate mundane tasks. The right tools can empower employees. Want to learn more?

Customer Service 130

Customer Service Contact Center Employee Engagement Customers 130

InMoment XI

AUGUST 8, 2023

By implementing these techniques, you’ll not only provide outstanding customer experiences but also emphasize that their feedback is not just heard, but genuinely valued. #1. How many times have you called a customer service representative and thought, “I am your customer—you should already know all these details about me.”

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. Exchange the defective product, have customer service solve the problem, issue accurate invoices. Train customer service, give them the power to make decisions up to a certain level. Be easy to do business with. Don’t be so difficult to deal with.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

GetFeedback

DECEMBER 21, 2018

One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. online adults shop more with retailers that offer consistent customer service both online and offline.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. (B2B

Customer Service 146

Customer Service Rewards Programs B2B Loyalty Programs 146

Uniphore

DECEMBER 13, 2021

To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end and across all channels. In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Train and enable agents to better understand and empathise with customers’ feelings. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Comm100

AUGUST 1, 2022

For the full low-down and success stories from fellow schools, download the cheat sheet below. 70% of consumers currently use or are interested in using chatbots for simple customer service. Higher Education Cheat Sheet - 4 Proven Strategies to Increase Enrolment.

Chatbots 246

Chatbots Omni-Channel Social Media B2C 246

ShepHyken

NOVEMBER 6, 2024

Click here to download it at no charge. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 80

Customer Experience Customer Service Training Meeting Customers 80

Calabrio

MARCH 25, 2025

Customers increasingly expect instant, frictionless support, and businesses that provide intuitive self-service options can reduce contact volume while improving satisfaction. Download the full State of the Contact Center 2025 report and take the next step in optimizing your workforce strategy.

Contact Center 130

Contact Center Self Service Report Trends 130

TechSee

OCTOBER 22, 2024

To gain a deeper understanding of just how visual intelligence can transform enterprise service, be sure to download our comprehensive industry report. The People: Empowering Service Technicians The foundation of successful tech adoption in any CX department lies in including service reps and technicians.

Technology 109

Technology Customer Satisfaction Conference Culture 109

DCX

NOVEMBER 26, 2024

.” Instead, these digital powerhouses predict, prevent, and resolve problems before customers even know they exist. The AI Agents You Didn’t Know You Needed Let’s face it: traditional customer service has always been reactive. Let’s be honest: a lot of customer service work is repetitive and tedious.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

ShepHyken

MARCH 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma?

Innovation 70

Innovation Customer Experience Leadership Customers 70

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

GetFeedback

AUGUST 14, 2019

VoC is also about listening to your customers, wherever they want to provide feedback. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds. Download the Toolkit. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

C3Centricity

OCTOBER 22, 2020

Getting us to download something we didn’t want. A large download button is shown on the landing page of the software we intend to install. However, the larger button that attracts our attention is for a different service than the one we have previously selected. This trick is used by many software sellers.

Retail 357

Retail Advertising Course Survey 357

Comm100

JANUARY 25, 2022

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone.

How To 246

How To Chatbots Omni-Channel Social Media 246

ShepHyken

JANUARY 7, 2025

Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. It may be someone elses fault, but to the customer, you are the company.

Retail 80

Retail Video Customer Confidence Culture 80

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 25% Lack of self-service options. Download Playbook. Drive Agent Satisfaction to Drive Customer Loyalty. Download eBook. Use Self-Service to Handle High Call Volume.

Call Center 246

Call Center Self Service Contact Center eBook 246

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Fortunately, as Bonigala notes, “These kinds of people are actually good for the company, because they expose holes in your customer service process that can be exploited.”. Optimize Your Customer Complaint-Handling System.

Customers 229

Customers eBook Policies Customer Service Training 229

Comm100

FEBRUARY 11, 2025

Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order? Probably never, because self-service tools make it easy to get answers without waiting on hold.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! How to Collect Customer Feedback. Download Now.

Feedback 239

Feedback How To Roadmap Survey 239

Customer Bliss

SEPTEMBER 24, 2019

” moment: Click the comic to enlarge; click (Ctrl+click on Mac) and select “Save as…” to download it. . Here’s a comic that summarizes this “Would You Do That To Your Mother?”

Airlines 276

Airlines Video Customers Customer Service 276

Comm100

MAY 19, 2020

Improve customer service and loyalty. Discover customer pain points. Customer convenience. Phone support is how companies have traditionally been there for customers, but it can be very costly – both in terms of toll charges and person-per-hour costs. Improved Customer Service and Loyalty.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Lumoa

MAY 19, 2022

Textual examples of customer reviews that illustrate their pain points. Non-app related variables that impact customer experience. Download the full shopping apps report to find out why. This is because consumers evaluate a company’s overall quality, in large part, from its customer service.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. The Text tab shows the Agent and Customer sentences clearly separated.

Analytics 120

Analytics Customer Service Call Recording Contact Center 120