NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. What do we mean by gold standard service?

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

Upstream Works

MARCH 3, 2023

IVRs were generic systems that ran customized business applications – applications that were designed to meet a specific self-service need for that business. To understand this issue, it’s helpful to look back at the history of Interactive Voice Response (IVR) systems. The same goes for any other vendor on the market.

Report 78

Report Self Service Chatbots Fashion 78

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Banking tops the table In 2015, the study highlighted the big improvement made by banking sector websites (an overall online score of 91% for the sector), overtaking sites operated by fashion retailers.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

SurveySensum

JULY 24, 2023

Embracing Automation and Self-Service Amid Staffing Shortages A trend that’s gaining traction in the retail industry is the ability to maintain top-notch service even with a smaller workforce. And here’s the cool part: for retailers with complex products or services, self-service kiosks come to the rescue!

Retail 52

Retail Trends Self Service Customer Experience 52

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Kustomer

NOVEMBER 24, 2020

New York, NY – November 24, 2020 – Rainbow Shops , a fashion retailer with 12,000 employees worldwide, today announced it has selected and integrated Kustomer , a top-rated CRM for modern customer experiences, as its omnichannel customer service CRM platform. Fashion at prices you’ll love.™ About Rainbow.

CRM 52

CRM Abandon Rate Fashion e-support 52

eGain Blogs

MAY 18, 2022

If you look at Gartner, they’re saying if you actually put the ability for citizens to interact on a website to find their own answers, that self-service technology fails to deliver about 90% of the time. 2021 “Delivering Relevant Content and Knowledge to Customers is Key to Great Customer Service.” Kraus, et al.

Self Service 90

Self Service Government Case Study ROI 90

SurveySparrow

MAY 23, 2021

Example: Brazilian fashion brand C&A displays its apparel on augmented reality enabled hangers. a) AR self-service support. They like self-service support. AR-based self-service support widely applies across multiple smart home applications. c) Interactive packaging technology.

Self Service 59

Self Service Customer Experience e-support Apparel 59

Think Customers

SEPTEMBER 3, 2020

Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your contact center it means you have failed to deliver an effortless experience. Rethink contact centers as ‘customer’ centers.

Customer Experience 59

Customer Experience Contact Center Self Service Customer Journeys 59

Oracle

OCTOBER 1, 2019

By providing a bevy of information, chatbots are similar to advanced self-service portals or knowledge bases. Because they help customers quickly and easily find the answers to simple queries, the idea is that the number of incoming calls to contact centers decreases, which boosts efficiency and lowers operational costs.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

Eptica

MARCH 18, 2016

Replicating research carried out since 2011, the Study evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter , Facebook and chat.

Retail 48

Retail Self Service Customer Service Entertainment 48

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service. Quality versus Quantity.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Think Customers

FEBRUARY 11, 2020

Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience feel appreciated and why the company is doubling down on contact center training and development in a digital-first era. What is a typical day on the job like for you?

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Eptica

SEPTEMBER 10, 2015

In contrast another company scored 90%, showing the wide range of service levels provided by consumer electronics businesses. The sector ranked fourth overall in the study, way behind banking (91%) and fashion retail (78%). Accuracy increased, with 40% of companies now providing a successful answer, compared to 30% in 2014.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 29, 2016

In fact, only 16 companies were able to deliver any sort of response on three channels, despite the vast majority offering them as contact options. By contrast 30% of insurers and fashion retailers delivered consistent answers on three channels. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

APRIL 29, 2016

Illustrating the gulf, the best insurer scored 65%, lower than the worst fashion retailer , which scored 70%. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48

Win the Customer

DECEMBER 14, 2015

Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Even in the age of email and social media, there’s real power and effectiveness found in old fashion human-to-human conversation. Zendesk – Agent Reporting Dashboard.

Call Center 52

Call Center Metrics Multi-Channel Management 52

Kustomer

JANUARY 14, 2021

Yeah, so I grew up in the outsource contact center space. So, that’s where I really got my start in sales working for a startup that was a call recording software for enterprise contact centers. There’s, you have traditional contact center reps that have been doing work from home forever.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Kayako

MARCH 21, 2017

. “Given my SaaS background, a massive challenge will be to balance all the new technologies available for automation and self-service that are rising in the coming years such as AIs and bots, without turning them into a barrier to wall the company from customers.

Interaction 211

Interaction How To Self Service Customers 211

Kustomer

SEPTEMBER 7, 2022

By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues. . The Role of AI in CX.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Kustomer

OCTOBER 22, 2020

By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry through easing the roles of CX agents by better filtering user issues. What do you do?

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Kustomer

OCTOBER 22, 2020

By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry through easing the roles of CX agents by better filtering user issues. What do you do?

Customer Expectations 52

Customer Expectations Management Communication Customers 52

SurveySensum

JULY 20, 2023

Customers were switching to other fashion brands due to limited stock availability. Automation and Self-Service to Ease Staffing Shortages Maintaining high-quality service even with a smaller workforce is a growing trend in retail. Moreover, retailers with complex products/services can offer self-service kiosks.

Retail 52

Retail Feedback How To Self Service 52

Think Customers

NOVEMBER 22, 2023

In a separate presentation, Keith Farley, senior vice president of individual benefits at Aflac, said a key to delivering great experiences is to “automate the easy, service the complex.” But remember most customers still prefer to interact with an associate for more complex, urgent, or emotional matters.

Self Service 52

Self Service Brands ROI Automotive 52

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Specs : Industry : Retail, food and beverage, fashion, home furnishing, beauty and cosmetics. Price : Contact Shopify for details (Start around $2000 per month).

Software 105

Software Customer Engagement Engagement Omni-Channel 105