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

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

Advertising 20

Advertising Retail Report Sales 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

Advertising 20

Advertising Retail Report Sales 20

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Comm100’s live chat tool is designed to help businesses of all sizes and industries improve customer satisfaction rates, and engage with their customers in real time.

Software 104

Software Customer Engagement Engagement Omni-Channel 104