Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Beyond Philosophy

MAY 20, 2015

As a support for this proposition, It is also often hypothesized that consumers would spend more with companies providing better service. The study explored attitudes and preferences toward customer service. In this post, we’ll look at whether, and to what degree, this is true, false, or somewhere in between. and nine other countries.

Consumers 60

Consumers Self Service Study Retail 60

SuiteCX

NOVEMBER 3, 2015

Knowing what each segment wants and what they consider to be a good experience is crucial to success. Some customers may prefer self-‐service while others want a high touch experience, for example. Once you have completed your surveys, journey mapping, mystery shopping etc.,

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Travel 49

Travel Brands Airlines Customer Experience 49

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Change happens first by listening, and then acting,” Patterson says.

Government 40

Government Self Service Customer Service Social Media 40

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

SmartKarrot

FEBRUARY 16, 2022

48% of small businesses across the globe have improved their customer service and have seen a positive impact on their business. According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Survey Monkey. There’s a reason Survey Monkey boasts 25 million users and 90 million survey responses monthly. There’s a reason Survey Monkey boasts 25 million users and 90 million survey responses monthly. You also need to know the “why?”.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Survey Monkey. There’s a reason Survey Monkey boasts 25 million users and 90 million survey responses monthly. There’s a reason Survey Monkey boasts 25 million users and 90 million survey responses monthly. You also need to know the “why?”.

Technology 40

Technology Customer Experience Consulting Analytics 40

Help Scout

NOVEMBER 28, 2018

From 2012 to 2016, the number of consumers using live chat increased by 50%. At this point, if you’re not providing live chat customer service, your competitors might be, and your customers may wonder why you’re not. Level up your customer service ?. It’s fast, efficient and convenient. Provide higher customer satisfaction.

Customer Service 40

Customer Service Self Service Knowledge Base Infographics 40

Grade.us

JUNE 2, 2020

GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc. Point-of-sale (POS) and kiosk support mean you’re able to integrate your products and services into your business fully. Multiple request modes. per location.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Bold360

NOVEMBER 30, 2016

There are multiple platforms for developers to build their own bots, like Wit.ai , Motion.ai , or Chatfuel , as well as platforms offering chat bot integration as a component of self-service software or customer support solutions. Image via Facebook (Mark Zuckerberg). Beep Boop HQ.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Bold360

NOVEMBER 21, 2016

The report was built after surveying about 4,000 marketers across the globe, shedding light on areas where high-performing marketing teams are focusing and excelling. The participants of the survey include 26% marketers in B2C, 29% in B2B, and 45% in B2CB2B.). Tax in 2012 to provide tax filing services and. Greg Dewald.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Survey 40

Survey Social Media Self Service Loyalty 40