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.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. What do customers want?

Self Service 120

Self Service Contact Center Trends Connections 120

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? 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. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. 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.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Published on: October 06, 2015. Here are six areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. In a sentence, customer service bites back.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Comm100

NOVEMBER 3, 2016

Use these tips to help strengthen your customer service team: Offer incentives for current agents to increase hours over holidays. Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. Take on seasonal hires and implement seasonal training.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. Established in 2014, EBI.AI They are super-smart – and this comes down to machine learning.

Government 52

Government Self Service Chatbots Automotive 52

Bold360

OCTOBER 27, 2016

Well, long story short, now we know – While Vine measures a view as having watched an entire video (which last up to all of six seconds) and YouTube clocks in at 30 seconds, since 2014 Facebook has felt that a mere three seconds was enough to consider a video as “viewed”. Inaccurate Customer Service Metrics = A Shaky Foundation.

Metrics 93

Metrics Customer Service Marketing Self Service 93

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Self Service 64

Self Service Chatbots Contact Center Policies 64

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

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement. Productivity.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Solvvy

JULY 31, 2018

They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. Our progress has led us to the point of reaching a 25% self-service rate, meaning 1 out of every 4 people who contact customer support through us never need to talk to an agent.

Self Service 48

Self Service Report User Experience Customers 48

Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. It’s clear that failing your customers, no matter how difficult they are, can lose your company a great deal of business. The Complaining Customer.

Self Service 103

Self Service Examples Customers Meeting 103

Eptica

JANUARY 6, 2016

Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, there is a growing understanding gap between consumers and customer service staff, with a lack of empathy at its heart.

Self Service 48

Self Service Customer Experience Social Media Insurance 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. So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Established in 2014, EBI.AI

Self Service 52

Self Service Average Handle Time Chatbots Automotive 52

COPC

SEPTEMBER 9, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Self Service 120

Self Service Handbook Social Media Customers 120

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

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care.

Analytics 40

Analytics System Customer Service Customer Experience 40

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses.

Banking 60

Banking Customer relationships Self Service Financial 60

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Help Scout was built specifically to help teams deliver great customer service, and all of its features are designed with that goal in mind. It seems every day there’s a new support channel customers want to contact you from.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

COPC

SEPTEMBER 3, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g., re-establishment of industry standards.”.

Financial 40

Financial Self Service System Customer Satisfaction 40

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. From a customer service perspective, this rapid growth translates into more complexity and a greater need for support at scale. The shift into complexity.

Innovation 84

Innovation Consumers Connections Customer Service Representative 84

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. At the very least, they are a transformational opportunity to redefine customer engagement. These days it’s a powerful self service interface. By the end of the day we were all shaken and stirred.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

CSM Magazine

MAY 24, 2021

Gartner reports that 40% of live support interactions could be resolved in self-service channels. Naturally, there are some customers with particular needs who require the human touch, but what’s the ROI on live agent support for customers with simple requests? And customers know it. for a B2B company is $13.

Self Service 52

Self Service eBook Chatbots Customers 52

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109