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Articles: Best Practices in Customer Service and Engagement

 

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Best Practices in Proactive Customer Service

Proactive customer service. The act of providing contextual customer service at the right time, right place, and the right way, even before customers ask for it or know they need it! When guided by best practices, proactive customer service creates memorable customer experiences, reduces customer effort and cost for the service organization, and adds transformational value to the business. Know how to deliver it successfully.

11 Reasons Why Customer Service Chatbots Fail

Vendors are promising the world with their chatbots or virtual assistants! However, 54% of online US consumers think that interactions with customer service chatbots will negatively impact the quality of their lives. Forrester also predicts a chatbot backlash this year. A customer called the virtual assistant of a business he was dealing with a “virtual idiot”! How do you prevent your virtual assistant from suffering such ignominy? Here are 11 mistakes to avoid.

Acquiring Digital Customer Engagement Software: What Vendors Won’t Tell You

The directive has descended from the CxO suite—thou shalt digitalize customer engagement, whilst cutting costs, and it all has to happen yesterday! Selecting a solution provider is complicated and challenging though. How do you pick the right solution provider, succeed in your initiative, and avoid holding the bag, when all is said and done? View article to learn about traps to watch out for as you set out to achieve your seemingly impossible mission.

Agent Experience: The Weak Link in the Experience Chain

We know customers have gone digital. Less talked about is the fact that today’s contact center agent workforce — dominated by Millennials and increasingly Gen Z — is also digital. But, these agents are stuck with phone-centric desktop tools from the 1990s. The solution? The digital desktop. So, here are the 7 must-have traits of a digital agent desktop.

Customer Service Messaging: Dos and Don’ts

Customer service messaging is a relatively new domain where the dos and don’ts for its success are just starting to emerge. Here are some best practices, based on our experience with blue-chip clients in providing digital customer service at scale.

 

FEATURED ARTICLES

Knowledge and AI Augmentation: The Essential Complement to Agent Training in the Modern Contact CenterState of CX The Forrester CX Index trend says it all. The percentage of companies offering “excellent customer service” (score of 85% to 100%) has been: 1% in 2016, 0% in 2017, and 0% in 2018. Know the key reasons and the solution… Read more…

The Transformational Value of Knowledge Management for Customer Service and SupportWhat is the secret to customer loyalty? The answer straight from ~50,000 “horses’ mouths” (consumers, that is), per a massive survey conducted by Corporate Executive Board… Read more…

 


Seven steps to digital customer service excellence in 2018According to Gartner, phone interactions will drop from 41% to 12% over the next five years, as consumers keep going digital. Businesses that excel in digital customer service will clearly have a leg up…Read more…

Omnichannel Customer Service in Retail: From Miserable To MemorableYou don’t need a formal project to assess retail CX. Turns out the biggest hurdles to good CX and AX is to do with omnichannel knowledge management (KM) and guidance…Read more…

Social Customer Engagement: From Buzz to BusinessWhen social started to become hot, businesses rushed to acquire point tools for social presence and monitoring. While these have helped… Read more…


Leveraging the Gig Economy to Complement Contact Center Workforce The freelance economy (or on-demand or gig economy) continues to grow. According to research by McKinsey, the Freelancers Union, and others, they already account for 25% to…Read more…

What Contact Centers Can Learn From Uber and Lyft to Perform and Scale Why are Uber and Lyft drivers able to deliver a far more effective, efficient, and consistent experience while contact center agents often struggle? This article explains the one transformational enabler…Read more…

Making Next-Gen Contact Center Agents Successful in the Digital EraFor the purpose of this article, we are defining “next-gen” as millennials (born 1980–1995) and Gen Z (born 1996–2000)… Read more…

 


Cobrowse for Customer Engagement: What, Why, and HowAgent: “Click on the second item in the menu near the middle of the screen.” Customer: “Which menu?”…and on and on. Conversations like these make for terrible customer experiences… Read more…

Digital Containment: A Recipe for Cost Containment and Customer ContentmentTo state the obvious, today’s customers are digital. What is less obvious is that they want to remain digital even when interacting with businesses… Read more…

 


Cost Avoidance with Artificial IntelligenceContact center and digital customer experience leaders are often tasked with doing the impossible—Improve service productivity and the customer experience while reducing costs…Read more…

Virtual Assistants: 10 Tips to Go From Valet to WalletWho work 24×7, engage customers and answer questions in a smart and fun way, give website tours, show relevant web pages, and never call in sick?… Read more…

5 Innovative Use-Cases for Customer Service TransformationCustomer experience (CX) innovation is no longer a luxury, with 89% of companies expecting to compete mostly through CX (Source: Gartner). Here are five examples of how you can innovate… Read more…


Top CX Hurdles for Consumers and Contact Center Agents, and How to Fix ThemThe verdict is in. According to Forrester’s 2016 US Customer Experience (CX) Index Report, consumers said that only 1% of US businesses deliver excellent customer service. Among…Read more…

Seven Ways for Midsized Companies to Get to CX Excellence70% of midsized companies think that CX is an important basis to compete on, but only 21% think that they have been effective at digitalizing CX (Source: 2017 National Center Middle Market (NCMM) Survey). Moreover, only 5% of them see monetary ROI from CX initiatives (Source: 2017 Gartner survey). How can this change?

 

 MORE ARTICLES BY EGAIN

CUSTOMER EXPERIENCE

Eliminate Lost Sales and Bad Customer Experiences From Self-Service Search Overload and Dead-Ends

Web self-service has become the preferred method for consumers to buy products and get service, and keyword search…

Want to Transform Shopper Experiences? Staple Yourself to Their Queries!

In 1992, HBR published a seminal business process reengineering paper, Staple Yourself to an Order. Read how the same stapling approach can be used to find and fix roadblocks to good shopper experiences in the retail sector…

Excellent CX Doesn’t Have to Be So Elusive

The verdict is in. Per Forrester’s 2016 US CX Index Report, only 1% of US businesses deliver excellent customer service. The state of CX has remained stagnant among Canadian businesses, and none of the UK companies received an excellent score…

Video Engagement for Customer Service: Dos and Don’ts

In a series of Amazon Kindle™ ads, we see Amy help out a busy family man and stop him from looking like a technology ignoramus when his trendy friends are over to watch the footie…

State of the Art in Chat and Cobrowse

Web chat continues to experience explosive adoption, driven by generational preferences, growth of the web as a business channel, and proven ROI based on improved customer…

Leverage Knowledge to Expand the Business Value of CRM

CRM applications are systems of record that manage customer data.  Knowledge Management (KM) systems, in the context of customer…

The Five Parts of Smart Customer Service

While there is no standard definition for “smart” customer service, most people would agree that it is service that is Scalable, Multichannel, Agile, Relevant, and Timely. Here is more… Read more…

Knowledge‐Enabling Microsoft SharePoint for Superior Customer Experiences

In the words of a leading analyst I talked to recently, content management is a bit like an organized information closet…

Remove Web Sales Obstacles by Becoming Your Customer’s “Digital Best Friend”

Think about the last time you bought something based on the advice of a trusted friend. Chances are that your friend listened…

The Omnichannel Imperative: Best Practices in Customer Service

Your customers are omnichannel. Most transactions between them and your business now involve multiple channels and touchpoints…

 

 CONTACT CENTER

Knowledge Management and AI: Rx for better CX and AX!

CUSTOMERS SPEAK OUT Why has knowledge rapidly become an imperative for CX (customer experience) and AX (agent experience)? One can attribute it to the following forces…

Keep Your Products ‘Sold’ and Avoid Returns

Product returns cost UK retailers and manufacturers up to 100 million every year. Returns are caused by many factors – impulse purchases of un-needed products…

Knowledge-Centered Customer Support: Best Practices for Success

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are…

Cloud Based Customer Service CRM Best Practices

Cloud-based CRM is nearly a billion dollar industry and analysts agree that it’s poised for tremendous growth in the next few years. And, while over the last few years…

Unleash business value from next-generation chat: 6-step approach

Savvy businesses have successfully used web collaboration tools to engage customers. However these tools pay off only if you leverage best practices from selection to deployment and…

ROI from Findability: How Knowledge Management Unlocks Business Value of Content Management

Content management (CM) solutions and processes offer businesses a scalable framework to create, store, publish, and archive…

Doing More with Less in Contact Centers—Strategies and Best Practices

Customer service has emerged as one of the few sustainable differentiators in today’s hypercompetitive markets. The companies winning…

Customer Service in Midsized Businesses: Challenges and Solutions

Customer retention through excellent customer service is important for companies of all sizes in a tough economy. However, the challenges faced by small and…

Cost-Effective Ways to Deliver Multichannel Customer Service

Your customers are multichannel—they expect multichannel customer service as a rule rather than as a “nice to have.” So, how can companies provide service experiences that are cost-effective…

5 Ways to Out-Amazon Amazon in Online Selling!

First off, we’d like to acknowledge that Amazon, the preeminent online retailer, has one of the best retail websites when it comes to the relative ease of finding and buying things! The title of this article…

Social Media Customer Service Management: Early Best Practices

Social media present a great opportunity for businesses to extend service options for customers, grow revenue, and reinforce brands…

 

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