Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. Improve self-service Making it easier for customers to access their account details and to find routine information has a dual benefit.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. billion spent online on Thanksgiving and Black Friday many consumers still took advantage of big discounts, but others opted to leave their shopping until later.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

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.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Great Customer Service Statistics. Customer Service Stats for Social Media.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Grade.us

JANUARY 14, 2020

It’s a consumer-driven phenomenon that should be brand-driven. 82% of internet users rely on online media (including social media) for news. 52% of internet users rely on social media for news. 46% of internet users in the US rely on social media as a news source. Because of virality.

How To 51

How To Social Media Advertising Analytics 51

CSM Magazine

OCTOBER 6, 2020

reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Global research from Capgemini reflects this sentiment, revealing that 62% of consumers would place higher trust in an organisation whose AI interactions they perceive as ethical. AI and consumer trust – a delicate balance.

Consumers 52

Consumers Insurance Self Service Customer Confidence 52

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Martin Hill-Wilson

MAY 27, 2015

People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Nearly all mobile phone users are sending text messages ( 90% in 2014, compared to 70% in 2005). The use of social media has tripled since 2007.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. 80% of insurers responded accurately, yet no consumer electronics manufacturer provided a successful answer.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Comm100

NOVEMBER 23, 2020

Since then, Comm100 has kept true to its mission by expanding its offerings to meet the evolving needs of customer service teams. The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Some companies are moving ahead when it comes to the service they deliver, while others are lagging badly.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

DECEMBER 11, 2015

Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. This has two consequences – as mentioned above, consumers may just head to rivals to complete their shopping.

Self Service 48

Self Service Customer Service Social Media Retail 48

Martin Hill-Wilson

JUNE 8, 2015

After years of faithful marriage to phone based interactions, consumers have become slightly stir crazy judging by their uptake of all things digital. Forrester notes this is the year when more US consumers are using self-service systems and FAQ pages on company websites than are calling the contact centre. Great result!

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Qualtrics

JULY 15, 2019

In order to make delivery easy for consumers, Amazon has introduced several options for shipping. Recently, Amazon has also introduced Amazon Lockers, which the company calls “self-service kiosks”, where a user can choose to have a package delivered for easier access to a pickup. Today, Customer Service via social is imperative.

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37

Eptica

NOVEMBER 1, 2017

Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. While performance on the web, email and chat improved, this was more than cancelled out by a drop in performance on social media.

Brands 49

Brands Customer Experience Self Service Social Media 49

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. Found in 2011 by Ashish Thusoo and Joydeep Sen Sarma, Qubole works on developing a “cloud-based data lake platform for self-service AI.”

Company 11

Company e-support Customer Journeys CRM 11

Grade.us

JUNE 2, 2020

They provide the tools that allow you to automate review generation, monitor new reviews across the vast review site ecosystem, and share your best reviews on your website and with social media. Monitoring social media campaigns? Traject Social gives you A to Z coverage. Traject Data has you covered. Core products.

Software 47

Software Management Net Promoter Score Multi-Channel 47

GetFeedback

MAY 9, 2018

Today, customer service goes beyond the call center. A consumer survey by Imprint Plus found that 32.5% Live chat is a great service to include on your mobile website. Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

LiveChat

NOVEMBER 14, 2017

They want all details of the product or service to be provided online. Thomas Cook, the travel giant, started using a self-service solution. User-friendly and streamlined customer service path. . #3. Social media is one of the major channels – it has become embedded in almost all the steps of the buyer’s journey.

Customer Service 28

Customer Service Social Media Self Service e-support 28

Bold360

NOVEMBER 21, 2016

Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) Even if you aren’t yet experiencing it on the job, you certainly are as a consumer – as you’re a key driver behind this transformation. They tend to ask for an immediate response.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Auto Jockey : Provides tools for capturing customer activity and information, social media, and sales and service integration.

Software 105

Software Customer Engagement Engagement Omni-Channel 105

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. times the amount of people using social media. And that has held true over the years.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102