customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Empathy at scale: how Guided CX creates more human digital interactions
In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale. Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.
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Customer Service
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.
Customer Service
Customer Service
4 Ways to Make Technical Support Easier
As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.
Customer Service
Customer Service
Ten Tips for Stellar Online Customer Service
Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.
Customer Service
Customer Service
The Online Customer Service Landscape
The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.
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Customer Service
Customer Experience: Show Customers Love at Every Stage
Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.
Customer Service
Customer Service
When it Comes to Customer Service, the Customer is Not Always Right
Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.
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Customer Service
Grow Customer Satisfaction by Practicing Respect
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
Customer Service
Customer Service
Customer Experience Lessons from Buddy the Elf
Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? All customer experiences would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. It’s a customer service agent’s dream.
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Cobrowse
Customer Service
10 Ways to Use Customer Service to Say Thanks to Your Customers
There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.