CSM Magazine

FEBRUARY 19, 2025

Your customers arent restricted by borders, and your customer support shouldnt be either. Whether youre a retail business, SaaS provider, or e-commerce company, selecting the right tools is critical to providing a seamless multilingual support experience for your customers. Multilingual email support systems.

Customer Service 52

Customer Service Connections E Commerce E-support 52

CSM Magazine

MARCH 19, 2025

Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale. The Growing Need for AI in Customer Support 1.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This short article has some great suggestions on how and why data is important to the customer experience. Fire the employee?

E Commerce 94

E Commerce 2018 Article Customer Service 94

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Following up on the last article about loyalty programs, here’s another. Here are my top five picks from last week.

2020 96

2020 Article Customer Service Loyalty Programs 96

CSM Magazine

NOVEMBER 26, 2024

With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last. This shift toward AI-enhanced interactions transforms the entire customer experience and helps brands stand out in competitive markets, helping customers feel valued with every connection.

Interaction 52

Interaction Engagement E Commerce E-support 52

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve featured journey-mapping articles in this weekly round-up in the past. Here are my top five picks from last week.

Article 86

Article 2021 E Commerce Customer Journey Mapping 86

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. This saves time and helps to reduce support team workload. Problem with Automated Emails for Customer Support.

Customer Service 159

Customer Service E-support Customers Article 159

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

E Commerce 74

E Commerce Article 2024 Loyalty Programs 74

ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Great customer service has the power to leverage your e-commerce brand in ways that you could not imagine. Offer 24-Hour Phone Support. Show the Billing History.

E Commerce 94

E Commerce E-support Multi-Channel Customer Service 94

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Improve Your Customer Support. Integrate Instagram.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

2022 74

2022 Article Customer Service Hospitality 74

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. in this Wall Street Journal article. E mpathy – Acknowledge the impact that the situation has on the customer. E ye contact. E : Maintain good eye contact. E mpathize – Feel what your customer is feeling by putting yourself in their shoes.

Customer Service 136

Customer Service E-support Customers Sales 136

Retently

OCTOBER 23, 2024

CES surveys , on the other hand, look into the amount of effort a customer puts into completing a specific task, such as making a purchase or contacting customer support. Offer Proactive Support : Reach out a few weeks after purchase to check if customers need help or tips, showing you care beyond the sale.

Retail 109

Retail NPS Touchpoint Feedback 109

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience.

2020 70

2020 Article Customer Service E Commerce 70

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Simply, the trend is optimizing and connecting employee commitment to the organization and its goals, to the company’s unique value proposition, and to the customer.

Engagement 145

Engagement White Paper 2015 Consulting 145

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth. Consistency: Ensuring uniform service quality across all languages.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Blog 112

Blog E Commerce Customer Service E-support 112

Thematic

NOVEMBER 18, 2024

It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. In this article we’ll walk you through everything you need to know about using AI-powered sentiment analysis in your business. Fixing these issues should lead to happier customers.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

TechSee

JANUARY 8, 2019

With e-commerce and digital banking/, insurance becoming increasingly popular, resolving billing issues and contract payments is becoming a massive challenge for customer service centers. How does Live Video Assistance work? · Connect: A link to the platform is sent via text message to the customer’s smartphone.

Engagement 167

Engagement E Commerce Download E-support 167

Upstream Works

SEPTEMBER 1, 2020

e-learning has doubled and is now considered the training method of choice, while video training has tripled. Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience. Stay Connected to Agents.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Calabrio’s new blog series explores the rise of the Connected Enterprise.

Connections 64

Connections E-support Social Media Roadmap 64

CSM Magazine

JANUARY 28, 2025

For example, an e-commerce business might send a customer a discount on an item they’ve viewed multiple times but havent purchased, significantly increasing the chance of a sale. Strengthen Customer Support AI-powered customer insights can enhance your support operations.

Customer Insights 52

Customer Insights Insights E Commerce E-support 52

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. Research from the Journal of Marketing shows that offering angry customers a price-based solution (like a discount) actually negatively affects their view of your brand and their likelihood to continue supporting your business.

Customer Service 118

Customer Service E Commerce E-support Average Handle Time 118

InMoment XI

OCTOBER 4, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. It involves the collection and analysis of customer feedback across all touchpoints, from the first visit to the company website to conversations with customer support.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Solvvy is the leading conversational AI platform for support.

E Commerce 119

E Commerce E-support Banking ROI 119

Magellan Solutions

SEPTEMBER 14, 2023

Consider incorporating support services as a solution! Additionally, 79% of them find phone support satisfying. These findings highlight the importance of having a support service. Many companies are now turning to support services to enhance their customer interactions. It enhances the customer experience.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

CSM Magazine

NOVEMBER 25, 2024

Compared to traditional paper labels, ESLs are easily updatable because they use LCD technology and e-ink. This innovation not only supports your cause of making Mother Nature happier but also helps you connect with environmentally conscious clients. What is the Future of Electronic Shelf Labels (ESLs?)

Innovation 52

Innovation Retail E-support Technology 52

CSM Magazine

MARCH 14, 2025

Advancements in AI-driven customer experience (CX) solutions have changed the game for businesses, especially in retail and e-commerce. Companies are now leveraging chatbots, virtual assistants, and AI tools to streamline interactions, offering efficient and accurate customer support around the clock.

Customer Experience 52

Customer Experience E Commerce E-support Interaction 52

Thematic

DECEMBER 10, 2024

In this article we’ll explore why sentiment analysis of reviews matters to your organization, and what you need to do to get started with your own program. Data Collection: The first step is to connect your review data to your chosen platform. This process can be automated using AI tools.

E Commerce 62

E Commerce Multi-Channel Insights E-support 62

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Article 62

Article 2023 Customer Service Magazine 62

Thematic

FEBRUARY 24, 2025

Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Beyond Philosophy

DECEMBER 25, 2017

Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article. Learn more about how this disconnect occurs with this article from last March. Who Wins—Brand or Customer Experienc e? Why You Love Super Bowl Ads but Hate Shopping!

2017 119

2017 Net Promoter Score NPS 2018 119

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. " (May be useful, but is it critical?)

Feedback 62

Feedback Social Media Customers E-support 62

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Accelerating connectivity through technology. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. The pandemic has brought everyone back to basics. Aligning marketing and sales.

B2B 154

B2B E Commerce B2C E-support 154

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

E Commerce 78

E Commerce 2023 E-support Customer Experience 78

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Customers want to be able to quickly check the status of their support ticket and don’t want to start from scratch with each new inquiry or agent. Ability to tag and organize articles.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110