GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? AI is not confined to chatbots or other self-service tools, though those are popular with some people.

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Trends Customer Service Self Service Contact Center 52

GlowTouch

JULY 10, 2020

The reality is that live chat sessions offer many advantages that phone interactions cannot provide. This is due to the different nature of live chat compared to phone support. For example, many customers may prefer to speak with an agent over the phone for complex issues. Reduced Costs.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

APRIL 28, 2020

In other words, even if you’re primarily switching over to live chat as a reaction to COVID-19, you should consider moving forward with this strategy after the crisis has passed. #2. More Face-to-Face Interactions. One of the best ways to provide that human element is to assist the customer in a face-to-face setting.

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Trends Self Service Social Media Call Center 52

GlowTouch

JULY 2, 2020

If customers expect an authentic experience and an automated chatbot greets them instead, chances are they will end the interaction. If the customer cannot resolve the issue on his own or with another support method, the customer may not become a return customer. Use Canned Messages Responsibly.

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Chatbots Multi-Channel Training Wait Times 52

GlowTouch

JUNE 12, 2020

Technology boosts productivity by saving time spent on repetitive tasks and also coordinating the interactions on several platforms. When investing in customer support tools for your agents, there are several features to consider. Have daily check-ins with your agents to compensate for the lack of face-to-face interactions.

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Social Media Omni-Channel Return on Investment Training 52

GlowTouch

JANUARY 15, 2021

Here are the 5 tools your customer service team needs to get the job done right and maximize productivity. 1) Customer Relationship Management System (CRM). A CRM is a system to manage interactions with customers. It lets the entire team access the same customer information so everyone’s on the same page.

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Tools Self Service CRM Infographics 52