Vonage

NOVEMBER 10, 2016

Some other companies really get it too – those same companies whose stated goal is to respond to social media comments within minutes are also generally the ones recognized in surveys and polls for their stellar customer service. Voice of the customer: What is a feedback loop and how can it help your brand?

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

Service Untitled

DECEMBER 27, 2010

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

BlueOcean

JANUARY 6, 2020

To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. Bolting on new channels with an ad-hoc approach is not the answer.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Are the tools easy to use?

Omni-Channel 97

Omni-Channel Self Service Policies Abandon Rate 97

Comm100

NOVEMBER 13, 2022

With AI powering their responses, bots can improve their responses over time based on customer confidence in their answers. Working in customer support can be challenging, and 87% of contact center agents report high or very high levels stress levels. Task bots are another effective type of chatbot.

Chatbots 130

Chatbots Software Self Service Wait Times 130

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Myra Golden

JULY 29, 2016

How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Thanks to the Internet and social media, customers are more savvy now than ever before.

Customer Service 53

Customer Service Training Course Customer Service Training 53