Lumoa
JUNE 23, 2021
Source: Gartner These developments are in keeping with Gartner’s Hype Cycle for Customer Service and Support Technologies , which identified five solutions that would take customer experience in the future. An IVR can be used to capitalize on this sentiment by asking callers relevant queries based on historical customer data.
TechSee
MARCH 7, 2022
There is more than one challenge to address and more than one way to gain from effective and on-point customer self-service strategies. Meeting the challenges is key to ensuring a positive customer journey. Poor design, accessibility and navigation will have a significant impact on the customer self-service experience.
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BlueOcean
JANUARY 9, 2018
Consider that the large majority of customer interactions are currently transactional processes. Password resets, changed addresses, parts ordering, status updates, appointment setting, and more are straightforward calls that can easily be addressed by virtual agents or chatbots. Related Articles.
Playvox
JANUARY 13, 2022
Removing silos enables connected experiences in which customers are recognized in every channel and don’t encounter friction as they move across them. Related Article : 7 Customer Service Channels We Will Use in the Future. In 2022, contact centers will also upgrade agent tools as part of integration efforts.
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TechSee
NOVEMBER 19, 2019
These platforms are the channels of the future but in many cases, they will be built on existing IVR flows, using the customer journey insights gathered over many years. They must take a hard look at the details involved in every interaction a customer has with the business along the entire journey.
Gainsight
FEBRUARY 13, 2023
We have pretty robust dashboards across our product suite already, but ensuring that those insights are actionable to the relevant teams is really important right now, because they’ll allow us to be more proactive along the customer journey. So we’re focused on proactively engaging our customers in more thoughtful, data-driven ways.
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