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

Retently

MARCH 23, 2023

The antivirus software company McAfee is at the bottom of the technology industry, earning a Net Promoter Score of 2. Other brands in antivirus software, such as Kaspersky, report relatively high NPS results, although they don’t provide exact statistics. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 Time and time again, organizations are losing customers to the black hole of wait times and inefficient processes during their seasonal bumps. There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Comm100

MARCH 27, 2023

A chatbot is a software program that can respond to student requests and hold conversations in a text interface. Typically embedded in live chat software on websites, website visitors can ask the chatbot questions and receive an immediate answer based on content and material that the bot has been trained on.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Comm100

NOVEMBER 13, 2022

With this all in mind, this guide will explore customer service from top to bottom, exploring the state of customer service today, revealing best practices, and recommending the best software you can adopt to help your customer service operations become the envy of your competitors. Best customer service software. Table of Contents.

Tools 181

Tools Customer Service Tips Omni-Channel 181

Comm100

NOVEMBER 13, 2022

Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits. Omnichannel customer service software connects every digital channel into one platform and unified inbox. What is omnichannel customer service?

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

TechSee

DECEMBER 5, 2017

Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat. Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116