TechSee

APRIL 24, 2018

What is unboxing and why is it an important focus for brands? With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Brands have recognized that the unboxing experience is a key element in the sales process. Unboxing goes visual.

Self Service 116

Self Service Call Center Video Consumers 116

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

Solvvy

SEPTEMBER 20, 2022

Customer service chatbots use artificial intelligence (AI) and machine learning (ML) to answer customers’ questions and immediately help them find the information they’re looking for, and connect them to customer service agents who can help them resolve issues. More and more, consumers expect immediate access to help.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King. About the Author.

Self Service 52

Self Service Return on Investment e-support System 52

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Wootric CX Blog

JUNE 19, 2019

Of course, you never went back to that brand again. Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. Empowering Self-Service.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017. Share this page on: Tweet.

Self Service 63

Self Service Chatbots Technology Interaction 63

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. This goes double for customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Personalized videos are being used to provide customers with customization related to the specific services or products that they are interested in.

Self Service 80

Self Service Customer Service Gamification CRM 80

Eptica

SEPTEMBER 25, 2019

Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. However, increasingly they want more – they want to be able to trust brands if they are to engage with them for the long-term. So how do brands build this trust?

Insurance 62

Insurance Customer Experience Self Service Automotive 62

eGain Blogs

JANUARY 4, 2018

I can cite two surveys to support my claim: A survey of contact center customer service agents where they told us what the biggest pain points were for them when a customer was on the line. The second is a consumer survey. We have these experiences fairly often as consumers. The findings were not surprising.

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

Solvvy

OCTOBER 23, 2020

” As tired as it is, however, this saying holds true in the case of retail brands. . Consumers increasingly turn to the internet for product information and to make purchases. While ticketing issues can be complex, Solvvy’s next-gen chatbot facilitated a 35% self-service rate and addressed 70,000 annual customer inquiries.

Ecommerce 48

Ecommerce Chatbots Self Service Customer Experience 48

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. They have high expectations of the service they receive – and always want brands to be giving them more.

Self Service 49

Self Service Customer Experience Social Media Video 49

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. Consumers will only stay with a brand if they are actively engaged with the overall experience, through an ongoing, two way conversation. This is particularly true as we move into 2017.

Self Service 48

Self Service Customer Experience Loyalty Analysis 48

CSM Magazine

MARCH 25, 2019

However, in today’s digital-first world, there is one professional function truly transforming before our eyes: customer and employee service. As that number continues to climb, the demand for organizations to keep up with the pace of service transformation is at an all-time high. Empower Customers with Self-Help and Self-Service.

Self Service 68

Self Service Technology Study Software 68

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. Automating low value conversations Despite the widespread use of technologies such as self-service , a large number of low value interactions currently still involve people.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Inbenta

JUNE 30, 2021

With more and more employees working from home and the preference of reducing physical contact, energy companies have realized the need to offer an automated digital channel to facilitate communication between agents and customers and improve overall satisfaction while increasing self-service rates. With over 5.5

Chatbots 105

Chatbots Examples Self Service Insurance 105

Eptica

JANUARY 31, 2018

Author: Pauline Ashenden Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. Cultivate Deep Empathy.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations.

Self Service 54

Self Service Customer Service Insurance Culture 54

Eptica

MARCH 14, 2018

This has led nearly 1m people to switch their bank account during 2017, with initiatives such as the Current Account Switching Scheme making it possible for customers to move all regular outgoing and incoming payments from an old account to a new account within seven working days and without much effort at all.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Eptica

JANUARY 24, 2018

Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Eptica

APRIL 12, 2019

Having attended both the UK shows, it’s great to see that the CX profession seems very positive and keen to invest and improve the service that it delivers. The highest ever number of consumers (13.9%) said they’d faced customer service problems.

Conference 76

Conference Self Service Fashion Ecommerce 76

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. Every brand is judged against the best – there are no excuses.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

CSM Magazine

JULY 14, 2017

They can pick and choose when and how to interact with a brand, and they expect consistent levels of personalisation and attention across every channel. This means that high quality service leads to increased loyalty from customers. Develop a self-service strategy. If so, it might be time for an overhaul.

Self Service 49

Self Service Effort Score Customer Service Representative Transportation 49

Eptica

FEBRUARY 20, 2018

Author: Pauline Ashenden Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands. All of these factors demonstrate that social customer service needs to be taken seriously.

Tips 55

Tips Customer Service Social Media Self Service 55

Eptica

JULY 21, 2019

Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. However, the research also suggests that consumers want a balance , using the best channel or technology for their particular need. Here are four ways to help make this a reality: 1.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. This represents a 5.6 times growth year on year. The COPC Inc.

Chatbots 40

Chatbots Self Service Touchpoint Interaction 40

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. When they log onto a brand’s website — especially if they regularly do business with that company — they expect the experience to be personal to them. Internal AI tools help live reps provide personalized and consistent support.

Interaction 56

Interaction Self Service Chatbots Social Media 56

Kustomer

AUGUST 31, 2018

Cyber Monday 2017 was the largest online shopping day in history. Consumers spent over $6.59 Prepare Your Agents to Deliver Incredible Service. In 2017, shoppers planned to spend 51% of their holiday shopping budget online versus 42% in stores, Deloitte found in a survey of 4,000 consumers. billion, a growth of 16.9

Ecommerce 61

Ecommerce Self Service Chatbots Training 61

Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. The Unprofessional Customer Service Representative. 1] [link]. [2]

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. We asked her about the challenges that brands face when it comes to CX, and how technology can help overcome them. R égine, what is changing for brands when it comes to customer experience?

Customer Experience 49

Customer Experience Self Service Chatbots Consumers 49