Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. My Comment: The business word for 2021 is “empathy.” Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. Read on for 16 customer service tips based on our research. Build a customer-centric culture.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Shep Hyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 81

Customer Service E-commerce Retail CX 81

Shep Hyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). This almost instant transformation is largely due to the shift in consumer behavior and customer expectations. Self Service Solutions.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

cxservice360

DECEMBER 9, 2021

As the COVID-19 pandemic still rages on, businesses are evolving to ensure they continually meet their customers expectation while remaining profitable and keeping employees safe. The pandemic highlighted the importance of customer service teams and digital channels across various industries.

Customer Service 98

Customer Service Customer Expectations 98

Shep Hyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. market, customer service has been on a decline.

Customer Service 15

Customer Service Retail B2B Start-ups 15

Shep Hyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. What is CX?

CXM 98

CXM CX Omnichannel Touchpoint 98

Doing CX Right

MARCH 29, 2021

Customer expectations are changing as we transition out of a pandemic. The post What Are Customer Expectations in 2021? I'm sharing valuable data and predictions to support your success. 6 Data Driven Predictions appeared first on Doing CX Right.

Customer Expectations 52

Customer Expectations CX Customer Service Customer Experience 52

Aquire

AUGUST 3, 2021

This list of customer service tips will ensure your company provides an excellent experience for 2021 and beyond. All customers want an excellent customer experience. But how can businesses ensure that they’re offering the customer service they ought to? Listen to your customers.

Customer Service 76

Customer Service Social Media Start-ups CRM 76

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center CX Technology Technology 266

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Zendesk

NOVEMBER 14, 2022

For IT leaders, much like customer service leaders, it’s investments in automation that will reduce the cost of operations. Customer expectations won’t change. One thing we know with certainty is that customer expectations continue to rise and that the way we meet our customers in times of duress is critical.

Customer Service 98

Customer Service Customer Expectations CX AI 98

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. Why is it a big surprise when customers use abusive tactics to get what they want? Customers expectations are changing too. .

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

Zendesk

SEPTEMBER 8, 2021

If you want to wow customers and provide exceptional service on this popular platform, chatbots are your secret weapon. Use them to help customers get what they need and reduce the load on your customer service agents. Your customers are likely already among the 1.3 What are Facebook chatbots?

Customer Service 98

Customer Service Net Promoter Score Artificial Intelligence Social Media 98

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

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.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Fonolo

MAY 6, 2021

If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Six Crucial CX & Contact Center Trends That Will Shape 2021. The original Interactive Voice Response (IVR) system is better known to customers as the phone menu.

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

VOZIQ

DECEMBER 22, 2020

The pandemic has changed customers as we knew them. Understanding customer expectations and retaining will be critical. As a customer focus leader, we know re-evaluating your customer retention strategy will play a decisive role in 2021. Welcome to the Year of the Customer Marketer.

Customer Retention 64

Customer Retention Customer Acquisition Engineering Customer Loyalty 64

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. To begin, let’s look at what omnichannel customer service is and how it works.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 59

Omnichannel Social Media Customer Satisfaction Customer Service 59

Aquire

JULY 26, 2021

Don’t forget to take into account customer expectations, behavior, and current market trends. Customer data can come from a variety of sources, like your website analytics, inventory history, sales, conversations, etc. In the end, this all helps in delivering excellent customer service. Keep it simple.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Zendesk

FEBRUARY 16, 2021

Flexible and personalized digital customer experiences became more important than ever before. According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. In 2021, messaging has become the most popular solution.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

VOZIQ

JULY 9, 2021

In the last year and a half, customer expectations have changed at a faster rate. Considering the impact and aftereffects of the COVID-19 pandemic, we can expect that customer retention will be more critical and challenging in the days ahead, which will require you to re-evaluate your customer retention strategy.

Customer Retention 64

Customer Retention Customer Acquisition CX AI 64

Fonolo

OCTOBER 7, 2021

Moreover, retail spending is expected to increase by 19% this year. That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. High customer expectations.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

CommBox

NOVEMBER 19, 2024

CommBox Secures $15M Investment from PSG, Prioritizing AI in Customer Experience Boston , MA – Nov. [18], This investment follows PSG Equity’s original 2021 investment and will be used to help expand CommBox’s global footprint and enhance its innovative AI-powered solution. Dvir Hoffman. A primary roadblock? Security concerns.

AI 52

AI Customer Experience Healthcare Compliance 52

Aquire

JUNE 1, 2021

The digital landscape is evolving at a breakneck pace, pushing the boundaries of what innovative customer service means — and, with that, what customers expect from your business. What is innovative customer service? Modern consumers have modern expectations. 5 ways to innovate your customer service.

Innovation 52

Innovation Customer Service Omnichannel Finance 52

CSAT.AI

APRIL 26, 2023

An in-house customer service team that is steeped in company culture sounds great. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. Engaging a BPO that specializes in customer care and support could be the very answer a company in your situation needs.

Customer Service 83

Customer Service Sentiment Analysis Sports Start-ups 83

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service. One recurring theme was that of agent satisfaction.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Reality: Customer Service generally feels like sales. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90