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

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

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. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102