Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken Continue reading
This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. – Shep Hyken Continue reading
Roy Atkinson on Amazing Technology and
Advances in the World of Customer Service
Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.
This week on our Friends on Friday guest blog post, my colleague Anna O’Toole writes about the importance of a customer centric approach to dealing with customers, especially with all of the new trends in digital customer service. While technology is great, it’s important to remember to use it for improving customer service and enhancing the customer’s experience! – Shep Hyken Continue reading
Customer Service Solutions
One of the worst friction points in a customer service experience is when a customer is put on hold. This is the exact point I wanted to convey to an audience at a recent meeting at which I was asked to speak. My client asked me to include a piece on hold times and transfers. I tried an interesting experiment. I invited the vice-president of marketing to the stage in the middle of the speech to deliver a special message. He walked on stage to a nice round of applause. He took center stage and looked at the audience. Continue reading
There are some very cool and amazing technologies that are helping companies deliver a better customer service experience. It’s more than Twitter, Facebook, and other social media sites. It’s more than the cool CRM (Customer Relationship Management) software that is available. Even if you feel you aren’t technologically savvy, don’t currently use any type of technology or apps to provide customer service, or if you aren’t involved in a call center, you should still be interested in this article. It is an indication that if you aren’t already doing so, you must embrace technology to augment and enhance your customer service.
…Special orders don’t upset us. All we ask is that you let us serve it your way.
This was the Burger King jingle from back in the 70’s. Today people want it their way. Some places make it hard to get it their way. Go to a few fast food restaurants and try getting their signature sandwich without ketchup. Sometimes you do and sometimes you don’t. I always order my sandwiches without mayonnaise, and a good percentage of the time they have to remake the sandwich.
Subway makes sandwiches to order. As it goes across the “assembly line,” your professional sandwich maker asks you what you want. And now the Subway in Charlotte Harbor, FL has taken it to the twenty-first century with one of the first drive through systems that is equipped with a touch screen. You drive up, use the touch screen to order your sandwich, condiments and whatever else you want, swipe your credit card and simply drive up to the pick-up window and get your meal.
Joseph Candito, a development agent for Subway franchises across Southwest Florida, said the addition of the kiosk will lower the chance of incorrect orders. “It’s going to increase the accuracy of the drive-through through the ordering system,” Candito said. “I think it’s going to bring technology to the forefront for customer service.”
This system, made by Benseron Information Technologies is only the second of its kind, according to Onur Haytac, president of the company. It not only takes the order, the way you want it, the screen adjusts to the height of your car and is multi-lingual.
Now, you really can, have it your way!
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken