BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. How Will AI Impact Customer Experience?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Comm100

SEPTEMBER 14, 2022

After introducing Comm100 Live Chat to their Recruitment department in 2020, Cambrian College’ students immediately took to live chat, scoring 4.5 out of 5 in customer satisfaction of live chats, compared to the industry average 4.2 The TRU chatbot handles 83% of all incoming chats within the Future Students department.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Lumoa

JUNE 14, 2023

According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Contact numbers are hard to find.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. And 2020 only made it harder. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. This is why we launched The Chatties. Free Live Chat with Unlimited Agents.

Social Media 130

Social Media Customer Service Representative Knowledge Base Customer Service 130

Kustomer

JUNE 7, 2023

Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates. New trends that emerge quickly become baseline expectations for customers. What Did We Know?

Trends 84

Trends Self Service Customer Experience e-support 84

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. They help customers quickly and easily find the answers to simple queries. It’s not easy to cut costs around staffing while also fulfilling customer expectations.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Chattermill

OCTOBER 20, 2019

No wonder, chatbots are becoming an integral part of customer support for most companies, as they offer one of the simplest ways to resolve consumer issues. Chatbots are ideal for killing the wait-times for your customers. Walkers predicts that immediate query resolution will no longer be enough for customers by 2020.

Omni-Channel 40

Omni-Channel Chatbots Self Service Analysis 40