Kayako

JUNE 2, 2016

In the Customer Support State of the Profession Report 2016 , we surveyed 116 individuals, with respondents ranging from support agents to VPs of Customer Support and CEOs. The survey revealed that the average support professional looks like this: While this profile may be an average support professional, it’s certainly not typical.

Management 123

Management Infographics Report Survey 123

Customer Bliss

JUNE 28, 2016

Passionate about understanding customers and translating insights into integrated end-to-end experiences that consistently meet and exceed expectations, Lesley has helped deliver delight and engagement while impacting loyalty metrics such as retention, conversion, referrals, spend, and cost to serve.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

transcosmos Information Systems

JUNE 27, 2016

Email to Tickets Conversion. Apart from metrics, a use survey is important to help teams analyze their performance. Upon closing a ticket, an automated email must be sent to users with a link to a quick survey about their experience. There are also some tickets, which shares a similar cause that can be grouped.

Self Service 86

Self Service Knowledge Base Software Metrics 86

Eptica

JUNE 1, 2016

Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

Self Service

LiveChat

JUNE 22, 2016

Multi-channel marketing can be a goldmine of information if you have systems in place that allow you to track customer movement from channel to channel, the conversion rates on different channels and allow you to gather the valuable feedback. Here’s an example survey you can put together in a couple of minutes: 5.

Multi-Channel 46

Multi-Channel Marketing Social Media Self Service 46

LiveChat

JUNE 1, 2016

Live chat on your website allows you to have real-time conversations with your customers. People coming to your website can click on your live chat widget to start a conversation with you or one of your customer service agents. You always know how many people are on your website and how many conversations you could be having.

Sales 40

Sales Tools Survey Examples 40

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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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