Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience 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.

Self Service 72

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

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. An additional 58% said they want better self-service tools, including improved chat experiences.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Self-service IVR.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

Bold360

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Self Service Chatbots B2C 82

TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. The call is classified and routed to an agent for prompt service. Rise of Computer Vision.

CRM 164

CRM Self Service Effort Score e-support 164

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Kayako

AUGUST 22, 2019

Imagine a vendor you’re considering not having a new blog post since 2015. Prospects will cringe at the thought of how unresponsive customer service and support might be. . An excellent way to onboard trial users is to provide them information on how to succeed within their trial through onboarding emails.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

NICE inContact

JANUARY 26, 2016

During the traditional holiday shopping season, from early November through December, VTBC typically sees a tenfold increase in customer service traffic. Their service levels tend to normalize during January only to spike again in February leading up to Valentine’s Day. Customer database integration.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Strativity

MARCH 17, 2015

Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them. Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation.

Conference 40

Conference Connections Consumers Customer Journeys 40

Vonage

MARCH 26, 2018

Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). 63% of people said they are more likely to buy from a brand or customer service agent they had a positive emotional connection towards. The question is how good are you?

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

NOVEMBER 13, 2022

In this guide, we’ll provide you with everything you need to know about chatbot software, from their key benefits and popular use cases to how to build chatbots. Types of chatbots in customer service. How to build a chatbot. Types of chatbots in customer service. How to build a chatbot. How do AI chatbots work?

Chatbots 130

Chatbots Software Self Service Wait Times 130

Comm100

JUNE 13, 2018

Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season. Self-service takes the pressure off of busy customer service channels, and empowers customers to get answers to their questions and complete processes without help.

Tips 136

Tips Self Service e-support Social Media 136

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. And with little wonder.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. As a former Gartner analyst, Olive also enjoys helping business leaders understand how technologies deliver business transformation at a scale.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Chris Hesselrode (@chesselrode) October 15, 2015. Teach their team how to use it without an onboarding coach.

Self Service 120

Self Service Handbook Social Media Customers 120

TechSee

APRIL 2, 2019

The missing link has always been the visual dimension: the ability to show the customer exactly how to proceed. But with customer experience advancing rapidly towards full self-service as standard, we’ll soon be visually interacting with virtual assistants that can visually guide us towards self-resolution of all our tech issues.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

transcosmos Information Systems

FEBRUARY 20, 2017

From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now! Apart from the ones we’ve listed in 2015 ). The Groove HQ blog is a goldmine for customer service reads that are useful and engaging.

Customer Service 98

Customer Service Self Service e-support Infographics 98

Thematic

JULY 19, 2022

Let’s dig into this topic and see some real examples of how AI and people can collaborate to get the best insights from feedback faster. Why we need trust when it comes to AI-powered feedback analysis Back in 2015, I was still consulting in the general area of AI. Provide suggestions on how to get there.

Feedback 71

Feedback Analytics Analysis How To 71

Comm100

MAY 13, 2016

Study the customer profiles below to learn how to deal with difficult customers in each situation. Battling through the abuse of a demanding customer can be difficult—you don’t want to lose their business, but at the same time you aren’t sure how to meet their impossible standards. The Demanding Customer. And you need more.

Self Service 105

Self Service Examples Customers Meeting 105

SuiteCX

NOVEMBER 3, 2015

But how do you ensure the investment you place in CX will be well spent? suitecx ©2015, suitecx Inc. How do you ensure that it is delivered consistently across all your delivery channels? Have you defined what a high quality experience is so that employees know how to deliver it?

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

transcosmos Information Systems

OCTOBER 22, 2015

PeopleMetrics, in fact, is in the business of providing data that will help businesses improve their service, and therefore they’re able to use data themselves to address customer experience trends on their blog. This blog features online marketing trends and how to use it as a way to improve customer service. Get Response.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

PeopleMetrics, in fact, is in the business of providing data that will help businesses improve their service, and therefore they’re able to use data themselves to address customer experience trends on their blog. This blog features online marketing trends and how to use it as a way to improve customer service.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Provide Support

OCTOBER 7, 2015

It is one whole self-sufficient entity. How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. The recent stats from 2015 U.S. Are you ready to go?

Customer Service 40

Customer Service Omni-Channel Self Service How To 40

Customer Enthusiast

JUNE 1, 2015

While technology has enabled many more self-service options in 2015 than existed 28 years ago, customer interactions with employees persist and continue to have a disproportionate impact on overall customer satisfaction. These employees know WHAT to do and HOW to do it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

While technology has enabled many more self-service options in 2015 than existed 28 years ago, customer interactions with employees persist and continue to have a disproportionate impact on overall customer satisfaction. These employees know WHAT to do and HOW to do it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

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. 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. Advanced how-to content.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

COPC

SEPTEMBER 9, 2019

With the new model of customer service, we need to provide a strong core; and we have found that the teams, individuals and KPI management in the organization all need to be changed as well. We went through a long period of internal discussion about whether to build a core, then how to build it. million from over 300 million users.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Provide Support

AUGUST 18, 2015

How to increase customer satisfaction? There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction.

Customer Satisfaction 40

Customer Satisfaction Omni-Channel Customer Service Multi-Channel 40

Talkdesk

MARCH 24, 2021

How to address the challenges of digital transformation. Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Voice IVR for increased self-service call deflection, providing agents with the opportunity to focus on more complex requests and save policyholders’ time.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

Help Scout

NOVEMBER 13, 2018

In 2015, we arrived at the somewhat reluctant conclusion that it may be time for Help Scout to explore “doing sales.”. For a business that prides itself on being customer-first and product driven, the concept of sales — even sales as a service — was fraught. This is what sales is today. and a competitive differentiator.

Sales 44

Sales Self Service Training NPS 44

Customer Bliss

MARCH 30, 2017

How can a company learn more about their customers, figure out how to engage them, and — at the same time — bring their employees deeper into the fold? Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH. The self-service kiosks they were rolling into restaurants.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Second to None

FEBRUARY 14, 2018

As always, companies who provide great customer service have a huge advantage over companies that don’t. Here are the six customer service trends we expect to see in 2018 and, more importantly, our advice on how to manage them. Google Will Be Your First-Line Customer Service Agent. Now you know how I spent my weekend.).

Trends 63

Trends Social Media e-support Chatbots 63