Tricia Morris

MAY 18, 2015

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%. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. Customer preferences are changing.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Inbenta

NOVEMBER 13, 2017

While it was not on a par with the search technology available today it was indeed better than the alternative – word of mouth. Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Search technology is doing all it can to adapt to us.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Comm100

FEBRUARY 16, 2018

By finding and examining customer pain points, you can begin to remedy them and remove snags from the buying process, establishing more efficient systems and increasing customer satisfaction. Customers aren’t the only ones who experience pain points. And that has held true over the years.

Customer Service 103

Customer Service Social Media Chatbots Knowledge Base 103