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

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

Self Service 94

Self Service Company Chatbots Technology 94

Vonage

FEBRUARY 23, 2017

However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

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

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. Our success was their success.

Self Service 48

Self Service Interaction Contact Center Call Center 48

Tricia Morris

MAY 28, 2015

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Customer Care 40

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

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Upgrades or upselling management. Chatbot dialog manager to edit and control chatbot conversations.

Airlines 88

Airlines Chatbots Self Service Travel 88

Kustomer

NOVEMBER 10, 2021

The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service. An additional 58% said they want better self-service tools, including improved chat experiences.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. More customers this year doing more shopping online, asking more questions and expecting better and faster service across more channels, including their smartphone. 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

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Customers appreciate: The personalized and intuitive customer self-service.

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. Frontline service talent development has been chronically underinvested in for some time.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Vonage

MARCH 26, 2018

The rationale for customer experience management is that it offers a more sustainable advantage when achieved. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). The second is getting the right balance between live assistance and self service.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. This year the traditional support teams will embrace the elements of how account management is done in a big way. Tejaswi Chawla , VP of Sales and Rajiv Sharma , Sales Manager. They want now!

Self Service 84

Self Service Social Media Trends Customers 84

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. So for example 11% of the brands evaluated scored a maximum 100% by answering all questions successfully, while 10% of those surveyed managed to answer only 40% or less.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. The growing importance of knowledge management has been recognized in a new report by Kate Leggett of Forrester Research. What is the problem that it primarily solves?

Self Service 48

Self Service Management Knowledge Base Contact Center 48

Strativity

MARCH 17, 2015

It incorporates a series of online live webcasts structured to benefit contact center leaders at all levels, helping supervisors, managers, director and C-level executives build advocacy and achieve improved results by: 1. Learning how to reduce customer effort.

Conference 40

Conference Connections Consumers Customer Journeys 40

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. What goes into good self-service? Seven Help Centers we love.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Kustomer

JANUARY 19, 2021

Manage unique settings to create brand-specific experiences including branding, styles, language, conversational assistant, automations, SLAs, reporting, and more. Multi-Brand Customization: Deliver customized experience across multiple brands. About Kustomer.

Self Service 80

Self Service Chatbots Omni-Channel Multi-Channel 80

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Comm100

NOVEMBER 13, 2022

Alternatively, if support volumes rise, more agents aren’t needed to manage this increase. The bot has allowed us to not only effectively manage the increase in chat volume, but it has also saved us a considerable amount of money by not having to hire a lot more agents. ” – Richard Branson, COO at Tangerine.

Chatbots 130

Chatbots Software Self Service Wait Times 130

BlueOcean

DECEMBER 22, 2015

We’ve looked at the data and compiled our five most popular articles of 2015. Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. Read more > 4.

Self Service 120

Self Service Contact Center Comparison Call Center 120

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

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

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement. Profitability.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 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

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 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 ).

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. To read more about the US research, simply click here.

Self Service 48

Self Service Customer Service Social Media Retail 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

Solvvy

JULY 5, 2018

They became a public company in 2015, and they’ve continued to grow. Rather than an army of sales executives and account managers for enterprise customers, almost everyone gets this same treatment–and it works. This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model.

Self Service 48

Self Service Company Virtual Agent Software 48

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 130

Tips Self Service e-support Social Media 130

Eptica

MARCH 4, 2016

The number of companies that made email available to non-customers decreased by 10% in 2015 and the average time taken to answer emails increased by nearly 5 hours, up to 34 hours 15 minutes. In 2015 26% of companies claimed to offer chat though just 8% of companies had it working when tested. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

Kustomer

JUNE 11, 2020

The ability to orchestrate customer requests with assisted service, as well as with self-service, is one of the four pillars of great customer service within a leading customer service and support operation. The next generation of customer service CRM does more than just manage support conversations.

CRM 52

CRM Customer Engagement Engagement Self Service 52

Kustomer

APRIL 15, 2020

Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Self Service 59

Self Service Customer Service Chatbots Omni-Channel 59

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

ijgolding

MARCH 22, 2017

Digital has also helped businesses to reduce the burden on customer executives with the help of self service features. Sandeep Kuvvarapu , is a customer experience advocate and product marketing & strategy manager at Ameyo, one of the leading call center software solutions provider in Asia Pasific. Either go digital or die.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204