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Posts tagged "customer support"

Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience

How can you create a better online support experience for your customers?

Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat and how it can improve the customer service experience.

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How to Eliminate Friction and Improve the Customer Support Experience

How can you provide a better experience for the customer and an even better one for the agents?

Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer.

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Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”

In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be. Invisible service means it happens without you ever seeing it. Continue reading

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. Continue reading

Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement

There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely?

Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.

 

 

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Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy, not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. Continue reading

Nate Spears on Providing Exceptional Customer Service
in the Digital Age

Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Continue reading

Roy AtkinsonRoy 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.
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Repeat Your Account NumberCustomer Support

Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time.

How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?” Continue reading