Win the Customer

DECEMBER 15, 2015

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

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%. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

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

As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 The fact that messaging is gaining importance for businesses is no small prize. And that has held true over the years.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102