Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Effort Score 215

Effort Score Wait Times Video Communication 215

Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. billion in 2020 , up 32.4%

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Retently

MARCH 23, 2023

In 2013, McDonald’s recorded the longest waiting time at its drive-thrus. And the waiting time is mainly influenced by the menu complexity. Since 2009, CIGNA has been monitored by relevant authority institutions. The chain started with 26 menu items in 1980, which increased to 121 in 2014.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Waiting times.

Insurance 98

Insurance How To Chatbots Wait Times 98

Comm100

NOVEMBER 13, 2022

67% of consumers used social media for service-related needs in 2020, and this is growing. As support teams using omnichannel customer service platforms can handle queries faster, customers also enjoy reduced wait times. Queue length and wait time reports. Founded: 2009. Visitor segmentation breakdowns.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116