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

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Our team oversees all self-service components of our business. Q: How long have you been working with Interactions?

Self Service 48

Self Service Interaction Contact Center Call Center 48

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

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. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Tricia Morris

NOVEMBER 13, 2015

Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. For November and December 2015, U.S. Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

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

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

Inbenta

JULY 29, 2021

Back in 2015, around 50% of all flight check-ins happened through an agent or at the check-in desk, with 32% of travelers using online check-in (web or app). These include in many cases chatbots, but also other self-service tools like smart FAQ or help centers. Conversational check-ins. Let’s see a couple of examples.

Airlines 88

Airlines Chatbots Self Service Travel 88

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations. In 2015, consumers are busy, well informed and tech-savvy.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. Solvvy Insights provides a report of gaps in a knowledge base by surfacing most commonly used articles and associated self-service rates.

Self Service 62

Self Service Trends Effort Score Knowledge Base 62

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. The 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

transcosmos Information Systems

MAY 25, 2015

It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

Kayako

OCTOBER 27, 2015

People want a human interaction, they want to know they’ve been heard. Chris Hesselrode (@chesselrode) October 15, 2015. We’ve gone from transactional interactions with customers, to relational interactions with customers. supportmistakes — Tanya Storm (@TanyaStorm) October 15, 2015. Be human in your interactions.

Self Service 120

Self Service Handbook Social Media Customers 120

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Barry Dalton, Global VP, Customer Interaction Technology at Concentrix. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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

Ecrion

MAY 17, 2019

While they can make processing quicker and job sites safer, these technologies also play another important role: ai in customer experience is transforming the way companies interact with their customers. In 2015, that number jumped to 81% and continues to rise. Let’s go! What are their preferences and avoidances? the next day.

Self Service 64

Self Service Customer Experience Customer Journeys e-support 64

Eptica

OCTOBER 4, 2017

In particular, the rise of artificial intelligence (AI) is poised to transform customer service, and now is a good time to look at the opportunities and threats it provides to the sector. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

TechSee

APRIL 2, 2019

A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. This would seem to put the need for the human touch at the heart of customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. What they do demand is that you offer their channels of choice, and join them up so that they can switch between them at will during the course of the interaction.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Turn customer service into a revenue opportunity. Focus on speed of response. Remove paper.

Banking 48

Banking Self Service Social Media Customer Experience 48

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. Consumers want to interact on new channels. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 40

Poor Customer Service Report Self Service Consumers 40

SuiteCX

NOVEMBER 3, 2015

suitecx ©2015, suitecx Inc. September 23, 2015 Six Steps to Best-‐In-‐Class Customer Experience Creating and Executing a top CX Program Yields Real Business Results The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

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. And when she does, for better or worse, that interaction will supplant her check-in experience.

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. And when she does, for better or worse, that interaction will supplant her check-in experience.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. What do high-quality, customer-centric interactions entail? As companies are becoming more customer-centric, this is approach is changing. After setting objectives and metrics, how do companies look to achieve them?

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

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. Its digital box interactive terminal lets customers hold up a box of Legos and see its contents fully assembled. Augmented Shopping Experiences. Advanced how-to content.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. However, at a time when organizations face an increasing volume of interactions via digital channels such as email, chat and social media this is becoming more and more difficult. How happy are customers?

Customer Centricity 48

Customer Centricity Multi-Channel Self Service Social Media 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Look at setting up ways of selecting all of those identical interactions and automatically providing them with the same response, personalized to their name and channel.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Avaya

MAY 4, 2016

It therefore comes as no surprise that the RTA is investing in multiple channels of communications with its customers, to improve standards of service, increase efficiency and gain valuable feedback from its user. In 2015, the centre handled over 2.5

Transportation 40

Transportation Omni-Channel Multi-Channel Self Service 40

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

SuiteCX

FEBRUARY 7, 2017

” State of VoC Programs 2015, Temkin Group. Are you duplicating services with more than one vendor? Which customers want to use self-service? Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100