2014 2016 Sales Self Service 
Bold360
JANUARY 5, 2017
While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. Let’s look at some facts.
Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.
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Comm100
JANUARY 14, 2016
Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.
Martin Hill-Wilson
FEBRUARY 16, 2016
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It is worth repeating the basic recipe for a 2016 Virtual Assistant. These days it’s a powerful self service interface. Domino had already achieved $4bn in global sales via digital channels.
Vonage
AUGUST 15, 2016
Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Using Salesforce CTI to connect customer data to the sales and service experience.
Vonage
SEPTEMBER 20, 2016
At any given time, customers are talking to multiple departments across sales, services and accounting, but if you don’t have one system of record, customer data ends up disconnected and that’s when miscommunications, invoicing errors and those annoying department call transfers happen,” says Jeremy Roche, CEO of FinancialForce.
Kayako
DECEMBER 31, 2015
Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.
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