customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Choosing the right digital CX tools for every moment
Helping customers should feel easy for them and for you. When customers reach out for help, they want fast solutions. But with so many digital tools available, it can be hard to know what to use, and when. Let’s break it down. Here's a quick guide to today’s most common digital support tools and how to choose the right ones - at the right moments - for your team and your customers.
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Customer Service
Customer Service Excellence: REI
Customer experience in the omnichannel world is a challenge. In fact, for 67% of businesses, improving customer service is one of the top priorities.
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Customer Service
3 Reasons to Lengthen Your Healthcare Customer Service Calls
The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.
Customer Service
Customer Service Excellence: Crutchfield Corporation
Although the value of good customer service is clear, not every company places customer service at the center of its business. In fact, according to a recent survey by SocialBakers, out of 37 countries whose question response rate was tracked on Twitter, the US ranks 33rd – nearly at the very bottom.
Customer Service
Customer Service is Everyone’s Job
It’s time to stop looking at customer service as a position that touches the contact center alone. A true customer service oriented organization recognizes that all employees need to incorporate the customer viewpoint into their jobs.
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Customer Service
Keeping the Human in Customer Service
This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.
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Customer Service
Bring Sunshine to Your Customers Through Great Customer Service
When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.
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Customer Service
3 Words Good Customer Service Agents Never Say
This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.
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Customer Service
Why is the Service in Customer Service Failing?
There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.
Customer Service
Happy Contact Center Agents Equal Happy Customers
Ignore your contact center agents at your peril. Taking care of customer service agents is expensive. However, not taking care of them costs far more.