Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014.

Self Service 120

Self Service Contact Center Trends Connections 120

Joe Rawlinson

AUGUST 9, 2017

For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Self Service 72

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

ijgolding

DECEMBER 11, 2014

11th December 2014. By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. If you want to check in from scratch or simply drop a bag, it is all done via self service terminals. Let the review commence! Date Review Conducted. Flights Experienced.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Comm100

NOVEMBER 3, 2016

Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

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. Established in 2014, EBI.AI About the Author. Henry Jinman is Commercial Director of EBI.AI.

Government 52

Government Self Service Chatbots Automotive 52

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Give Customers the Answers they Need.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

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

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. His previous enterprise IT career was with Siemens, Germany, and Cap Gemini, UK.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. In comparison, consumer electronics retailers answered 80% of queries.

Self Service 48

Self Service Customer Service Social Media Retail 48

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

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

Eptica

AUGUST 19, 2015

However, if they are to succeed what is needed is to balance technology with traditional human skills in order to deliver a seamless customer journey that balances self-service with empathy to provide a tailored experience for every consumer’s individual needs. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. 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

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. The solution: Work with your team to offer more self-service options. So how do you deal with difficult customers? The Complaining Customer.

Self Service 104

Self Service Examples Customers Meeting 104

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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Wireless Customer Service CRM 40

Eptica

JANUARY 8, 2016

So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. However, too many companies still run service on a channel by channel basis, leading to customers receiving different answers dependent on whether they phone, email or use web self-service. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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. When 72% of U.S. The untapped potential of community platforms.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Gainsight

APRIL 12, 2023

Lesson: Invest early in Digital Customer Success capabilities for all customers – like self-service, community, in-app engagement, telemetry, digital journeys, and product-CS feedback loops. After the initial event exceeding our expectations, I decided to up my game for 2014. So at Pulse 2014, I became a “grown up CEO.”

Self Service 52

Self Service Chief Customer Officer Software System 52

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. You can show that your customer support has been properly planned and well executed, by investing in support, and continuing that investment daily, by consistently updating your self service and responding on social media. “If

Self Service 120

Self Service Handbook Social Media Customers 120

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Are they both? Are they neither?

Banking 60

Banking Customer relationships Self Service Financial 60

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

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

COPC

SEPTEMBER 9, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. By the middle of 2018, the average daily volume of self-service was 4.84 million from over 300 million users.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

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.

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 Tools Customer Retention 50

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”.

Metrics 93

Metrics Customer Service Marketing Self Service 93

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

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. It can fill multiple team needs, but the downside is it’s not totally support-focused and is lacking live, proactive, and self-service support tools. That said, there are a few popular shared inbox choices.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

Avaya

OCTOBER 25, 2017

As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. Three years later, an impressive 99% of customers rate the bank’s video service as “excellent.”. Consider these five brands that are redefining the traditional branch concept: JPMorgan Chase’s Card-less Transactions.

Banking 58

Banking Innovation Brands Self Service 58