Eptica
JANUARY 24, 2018
High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer.
Bold360
OCTOBER 20, 2016
Imagine you purchase airline tickets for you and your spouse online. A service like Airbnb suggests quirky or fun accommodation in the capital based on the last places you’ve booked. appeared first on Nanorep - Digital Customer Self-Service Solution. The post Are you in it to win it?
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NICE inContact
MAY 10, 2019
NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.
Kustomer
NOVEMBER 25, 2021
This was a multi-year, probably 10 year plus research effort. If you’re a retailer, a great store experience, if you’re an airline, a great inflight experience, like there are awesome places to delight customers, and you should keep doing that stuff by all means otherwise, what’s the point of being in business, right?
Kustomer
MARCH 12, 2020
Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. Consumers want to self-serve. They want to be in control and you want them to keep using your digital channels. Matt Dixon: (04:22).
Kustomer
APRIL 16, 2020
Not only is the client’s problem important, but the means, or channel, that your company uses to resolve it should be an additional focus. But it seems like maybe as we take it to different channels, that would be one thing that would certainly be different. Vikas Bhambri: (06:39). At the end of the day, it’s still a bot.
Bold360
MAY 3, 2021
He helped a UK-based financial services company reduce escalations to its agents by creating decision-tree chatbots that lead customers through a multi-layered eligibility process. But not everything can be done via self-service. Sabo offers an EX success story. Liberating Agents from the Routine.
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