Tricia Morris
MAY 18, 2015
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. Who’s your brand or organization’s change agent for customer service? ———————————————. But adapting to this change continues to prove challenging.
Win the Customer
DECEMBER 15, 2015
The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015. Tomorrow’s how-to content will become increasingly virtual with brands developing agents to analyze and digest complex information.
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ShepHyken
DECEMBER 8, 2017
This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. But how do we make this transition? Contact Customers on their Preferred Channel.
Tricia Morris
OCTOBER 28, 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-to-Assisted Escalation.
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