Comm100

JANUARY 14, 2016

A ComScore report shows that mobile users already outnumber PC users for Web access (approximately 2 billion mobile users versus about 1.6 The ComScore report also states that in 2016, mobile search queries will outnumber those made from a PC by more than 27.8 Self-Service Tools – Good for Everyone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. Report findings also predict huge economies of scale. Established in 2014, EBI.AI

Government 52

Government Self Service Chatbots Automotive 52

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. Fast forward to today, and here we are: powering conversations for over 250+ million users worldwide and being highlighted in Aragon Research’s recently released report, Hot Vendors in Conversational AI, 2018.

Self Service 48

Self Service Report User Experience Customers 48

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 103

Knowledge Base Self Service Contact Center e-support 103

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? But how does employee self-service knowledge separate the best from the rest? The same Quantum Workforce 2015 Employee Engagement Trends Report also shows a direct link between engagement (highlighted above) and profit. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

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. So know that you are not alone: customer service operators at most companies are dealing with the same kind of disgruntled customers. The Complaining Customer.

Self Service 105

Self Service Examples Customers Meeting 105

Tricia Morris

OCTOBER 19, 2015

Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. Service is a Growing CRM Investment. According to a newly published report titled Buying Intentions – CRM from Nucleus Research, service is a becoming a key CRM investment for more and more executives.

Self Service 40

Self Service Wireless Customer Service CRM 40

Education Services Group

FEBRUARY 3, 2021

Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

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

Lumoa

JUNE 14, 2023

According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Avaya

APRIL 6, 2016

First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. Second, Avaya’s solutions offer the lowest combined first year Total Cost of Ownership according to independent research by Nemertes, Contact Center TCO Research, Feb 2014. To take advantage of this great offer, simply click here.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Alliance by IFS

AUGUST 26, 2015

Making misinformed decisions could also lead to a failure to meet service level agreement (SLA) requirements, or increased service delivery costs. Data analytics isn’t just a tool for managers; technicians, dispatchers, and other staff can view data through user-friendly dashboards and act on the information.

Analytics 50

Analytics Self Service Customer Retention Tools 50

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. For example, without reporting capabilities, you’re not able to see when your highest ticket volumes are or the most common issues customers contact you about — and you won’t have the ability to understand individual and team performance.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. AI/ML specification reports serve as essential compliance documentation, showcasing adherence to regulatory requirements.

Healthcare 89

Healthcare Government Innovation Training 89

ClearAction

JULY 3, 2017

As we continue to enhance our tools and our infrastructure capability, we want it to be real-time, point and click, for go-to-market teams’ self-service.”. In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Avaya

NOVEMBER 8, 2017

After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Evolve from a Service Center to an Advisory Center.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

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

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.

Innovation 84

Innovation Consumers Connections Customer Service Representative 84

Natalie Petouhof

JULY 16, 2015

What it Means for Microsoft Dynamics CRM, FieldOne and the Parature Solution Offering for Companies : Microsoft Dynamics CRM provides customers with extensive customer service capabilities, including chat, knowledge management and self-service functionality which came from the acquisition of Parature in January of 2014.

Analytics 40

Analytics System Customer Service Customer Experience 40

Amity

JUNE 16, 2016

Customer Success at Moz began with three CS Engineers who reported to the Director of Customer Success and Support. I was promoted to lead in October 2014 to manage the growing team. Finally, we have training which we offer to those who are more about self-service and those who require account management.

Customer Success 80

Customer Success Self Service Customers Training 80

ProProfs Chat

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. 40% of all Americans believe that businesses have begun to better focus their attention on customer service.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

SmartKarrot

JANUARY 25, 2022

Founded in 2014, Employment Hero is a SaaS-driven human resource management software. Their services include recruiting, document management, onboarding, reporting, payroll, performance review, time & attendance, and employee self-service. Headquarter: Sydney, Australia. Headquarter: Queensland, Australia.

Company 10

Company Innovation Self Service Culture 10

CSM Magazine

MAY 24, 2021

Gartner reports that 40% of live support interactions could be resolved in self-service channels. According to Gartner , 70% of a business’s customers use self-service tools, but only 9% end up fully resolving their issues. It’s because many of these self-service options simply don’t work.

Self Service 52

Self Service eBook Chatbots Customers 52

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

NOVEMBER 23, 2020

The system has a plethora of different integrations through their library of pre-built integrations such as SalesForce, or if you have any self-hosted reporting does then you can integrate directly through the Comm100 API.” Reviewers in 2020 have also criticized Comm100’s reporting. The reporting is very challenging.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Bold360

DECEMBER 4, 2016

But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous. Integrate a qualitative automated customer self-service solution. Don't lose your travelers to another site this season- download our free white paper to ramp up your customer service!

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Martin Hill-Wilson

MAY 27, 2015

Media Use and Attitudes 2015 report). 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).

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

LiveChat

JUNE 25, 2018

By providing your support representatives with correct information in the form of a readily accessible knowledge base and, at the same time, offering your customers a searchable self-service portal, you’ll be right on the track to meet your consumers’ evolving needs and expectations. Help Desk Software: Better Advice and Accuracy.

Customer Expectations 28

Customer Expectations Tools Self Service How To 28

Grade.us

JANUARY 14, 2020

This trend continued with organic reach declining to 6.5 % in 2014, amplifying Facebook’s revenues in the process. Aside from reporting Facebook recommendations for inappropriate content, there’s not much in the way of rules or regulations. These resources are largely self-service with one notable exception.

How To 51

How To Social Media Advertising Analytics 51

Martin Hill-Wilson

JUNE 8, 2015

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. This makes web based self help the current top digital channel. 76% of consumers reported using help/FAQ pages online, while 73% had phoned an organization.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Elevio

NOVEMBER 13, 2017

Some stats for the data lovers out there: Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service. Self-service usage increased from 67% in 2012 to 76% in 2014. 40% of customers prefer self-service to human contact. Forrester ). Forrester ).

Company 81

Company Self Service System Tools 81

Eptica

MARCH 4, 2016

Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. To find out more you can download the full report or take a look at an infographic with the key points here. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

delighted

APRIL 5, 2019

Taking the next step to delve into the customer experience with your products or services is about interpreting this data in a functional way, and not solely reporting it in graphs and charts. Step 1: Collecting and reporting customer feedback. Insights are just numbers and words without action. Step 2: Post-survey follow up.

Feedback 43

Feedback Customer Experience How To Effort Score 43

Eptica

NOVEMBER 1, 2017

Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014). Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Brands 49

Brands Customer Experience Self Service Social Media 49

SmartKarrot

JANUARY 18, 2022

A report from Bain & Company predicted that “Indian SaaS companies will reach $30 billion in revenue by the year 2025”. The report also highlighted that the spending in space went up to 170% in 2020. The company offers a data analytics platform based on Amazon Web Services (AWS), Google Clouds, and Microsoft Azure.

Company 11

Company e-support Customer Journeys CRM 11

Grade.us

JUNE 2, 2020

True private/white-label options for agencies and resellers, we even create private-labeled widgets, reports, and whitepapers you can use to grow your business. Fully white-labeled options mean you can schedule recurring reports to ship to clients or staff via Web, PDF, and CSV. Brand and account-level reporting. per location.

Software 47

Software Management Net Promoter Score Multi-Channel 47

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. Search Engine Land reported that 88% of consumers trust online reviews as much as personal recommendations.

Customer Service 28

Customer Service Social Media Self Service Exercises 28