Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms. One study found that 73.4%

Effort Score 229

Effort Score Wait Times Video Communication 229

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. Today’s customers have come to expect immediacy from all their digital services, so it shouldn’t come as a surprise that these individuals now expect the same from organizations they interact with. The convenience of live chat starts with its digital nature.

Tools 195

Tools Customer Service Tips Omni-Channel 195

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Chatbots 166

Chatbots Multi-Channel Knowledge Base Wait Times 166

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Real -time dashboards identify trends and “hot alerts” for high-impact issues.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Helpware

JULY 14, 2017

The bar for “outstanding” customer service was raised because it allowed customers to interact with service representatives with the touch of a button. Not to mention how much time you will save by not having to answer questions via e-mail or telephone. At the end of every month you receive metrics regarding your customer support.

Customer Service 40

Customer Service e-support Customer Service Representative Video 40

Grade.us

AUGUST 7, 2018

Supplemental metrics like, verified purchase, validated reviewer, or current user provide you with additional data on customers. T-shaped specialists speak to these ideals when they interact with customers. The obvious criteria is satisfaction overall, wait times and of course bedside manner. Variance in values.

Industry 37

Industry Management How To Automotive 37