Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. OS : Windows, Mac OS, Linux, Android, iPhone/iPad, Windows Mobile. Business on a Budget Seeks Uncomplicated CRM.

Software 104

Software Customer Engagement Engagement Omni-Channel 104

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

Retail 26

Retail Report Sales Social Media 26

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

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: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

Advertising 20

Advertising Retail Report Sales 20

Brad Cleveland Blog

MAY 19, 2015

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively.

Groups 21

Groups Mobile Customer Service Contact Center Call Center 21