TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self Service 138

Self Service Chatbots Video Wireless 138

TechSee

JANUARY 28, 2020

According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year. The good news is new technology is proving to be an effective tourniquet. It’s all about providing fast, effortless and effective self-service.

Retail 136

Retail Self Service Wireless Consumers 136

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. These firms need to figure out how to upgrade their subscribers’ devices to ensure uninterrupted service.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Advanced technologies. Telcos are increasingly investing in advanced technologies to reduce their churn rates.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Smart home products depend on protocols and standards to interact with each other, such as Wi-Fi, Bluetooth, Z-Wave and ZigBee. Interoperability and Stability.

Analysis 111

Analysis Marketing Self Service Wireless 111

TechSee

OCTOBER 10, 2019

Happier contact center agents mean more pleasant interactions for customers. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. Implementing new techniques and technologies can have a rapid and dramatic effect on company climate.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. Today, customers have—and demand—choices when it comes to engaging with service and care centers. Traditionally, leaders focus on interactions within the contact center. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Give customers the information they want.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Eptica

AUGUST 19, 2015

This would seem to put the need for the human touch at the heart of customer service. At the same time companies face a major challenge in scaling to successfully respond to the growing number of customer interactions , across a widening range of channels. Providing this is not always straightforward for agents.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

Sales 84

Sales Wireless Innovation Connections 84

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. They start the journey with the ‘Payment Notice Sent’ Event, which shows that 12.5M

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Interactions

JANUARY 23, 2019

Combine this dissatisfaction with the fact that customers have more choice than ever when it comes to these services, and it becomes easy to see why churn rates for cable providers (30%) and wireless providers (21%) are so high. Help takes too long: Customer service lacks timeliness for CSPs. And continue to wait.

Wireless 48

Wireless Self Service Call Center System 48

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Verint

OCTOBER 10, 2017

An ideal way to identify these causes is to examine Interaction Analytics data. Often, it’s the trivial things that drive customers off the satisfaction highway into dead ends and roundabouts, such as complex self-service menus and confusing billing statements. A common example is the requirement for personal authentication.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Calabrio

JANUARY 6, 2016

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The pace at which technology marches forward is just incredible. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Examples 75

Examples Self Service Wireless Call Center 75

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. mPath aims to provide AI-based technology to scientifically measure customers’ experiences even when they don’t describe it themselves. Let’s face it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Customer experience is the result of interactions between a business and its customer over the lifetime of their relationship.

Software 40

Software Customer Experience Company CRM 40

TeamSupport

OCTOBER 26, 2018

If a wireless company loses a single consumer because of a mistake they don’t blink an eye, but losing a 10,000-user contract is of critical concern. In short, B2C help desk software emphasizes simplicity and immediacy, with a focus on singular interactions. Click here to download our infographic comparing B2B and B2C customer support!

B2C 40

B2C B2B Software Chatbots 40