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

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

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

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

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. Our team oversees all self-service components of our business.

Self Service 48

Self Service Interaction Contact Center Call Center 48

TechSee

JANUARY 29, 2019

A recent report indicates that 28% of organizations have already adopted AI into their CRM activities and another 41% said they plan to adopt it within two years. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. Rise of Computer Vision.

CRM 164

CRM Self Service Effort Score e-support 164

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

NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. Everything from an evolving generation of workers, data and application security, and integration with legacy reporting systems must be considered.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

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. McKinsey recently ran a report in November looking at the capabilities of AI today and tomorrow.

Self Service 62

Self Service Trends Effort Score Knowledge Base 62

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. A ComScore report shows that mobile users already outnumber PC users for Web access (approximately 2 billion mobile users versus about 1.6 Self-Service Tools – Good for Everyone. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

Self Service 40

Self Service Tips CRM Social Media 40

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). So is it worth the effort if so few make the grade?

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

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. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? But how does employee self-service knowledge separate the best from the rest? The same Quantum Workforce 2015 Employee Engagement Trends Report also shows a direct link between engagement (highlighted above) and profit.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. In 2015, that number jumped to 81% and continues to rise. Let’s go! The result?

Self Service 64

Self Service Customer Experience Customer Journeys e-support 64

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Service is a Growing CRM Investment. Read the full report here.

Self Service 40

Self Service Wireless Customer Service CRM 40

Tricia Morris

SEPTEMBER 25, 2015

Therefore, the provider proactively led the charge in delivering anytime, anywhere service by investing in a highly customized, highly organized self-service support portal, which not only provides answers and information 24/7, but also easy access to additional service channels at support.ntelos.com.

Self Service 40

Self Service Wireless Customer Service Telecommunications 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. Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Share this page on: Tweet. Here’s the breakdown:

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Of course, customers will still get in contact and expect a fast, consistent answer to their query. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. According to Ombudsman Services , 52 million complaints were filed in Great Britain in 2015. The solution: Work with your team to offer more self-service options.

Self Service 103

Self Service Examples Customers Meeting 103

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. Three factors have dramatically changed this. Make it mobile-first.

Banking 48

Banking Self Service Social Media Customer Experience 48

Magellan Solutions

JULY 19, 2021

Self-service & website support. Medical Report Editing. Robust reporting & analytics along with coder and provider education. • E&M Calculator to accurately assign the right level of service for Telehealth. Auditing of Telehealth services. Australian Financial Services Regulatory Framework. •

Call Center 52

Call Center Healthcare Company Hospitality 52

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. The report breaks down into four main sections: 1 What do contact centers look like currently? The report breaks down into four main sections: 1 What do contact centers look like currently?

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Eptica

AUGUST 5, 2016

Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. 9% (28 companies) had gained 5 points or more, showing significant progress.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Talkdesk

MARCH 24, 2021

The opportunity to reinvent policyholder service. For the carriers that are already using some form of claims automation, clear cost reduction and efficiency benefits are the major benefits reported. Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. Public perception driven by recent media stories around disappointing service certainly hasn’t helped.

Government 40

Government Customer Service Self Service Customer Centricity 40

Avaya

APRIL 6, 2016

First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. We’ll help at every stage from design, through migration and reporting. Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, 18 May 2015. But why should you take advantage of this offer?

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Chattermill

AUGUST 5, 2018

Qlik boasts 45,000 customers worldwide who use its intuitive platform for data visualisation, analytics, reporting and more. The platform includes self-service functions such as filtering, pivoting, and the creation of dashboards and visualisations. Power BI is a business intelligence tool released by Microsoft in 2015.

Technology 81

Technology Data Customer Experience Self Service 81

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage.

Self Service 40

Self Service Software Customer Engagement Engagement 40

LiveChat

NOVEMBER 25, 2015

From a support perspective, you could offer pro-active help to users who already seen your self-service materials like knowledge base or FAQ and still can’t find their way on your website. While on the topic of self-service materials, you can avoid a lot of questions by preparing descriptions for your sales and discounts beforehand.

Self Service 28

Self Service Social Media Knowledge Base Sales 28

Thematic

JULY 19, 2022

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. Especially if you are reporting to people likely to question the research outcomes due to their own biases. But when research teams try to use this approach for monthly reporting, things start to break down.

Feedback 71

Feedback Analytics Analysis How To 71

Provide Support

OCTOBER 7, 2015

It appears that the customer service sun is starting to rise and shine to both customers and companies around the world. The recent stats from 2015 U.S. State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive.

Customer Service 40

Customer Service Omni-Channel Self Service How To 40

Comm100

AUGUST 23, 2018

In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Their total customer count is over 310 million active customers – a number that was last reported in 2016. So, we think it’s safe to say that Amazon’s efforts in delivering exceptional customer service have paid off. billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Kustomer

NOVEMBER 10, 2021

New York, NY – November 10, 2021 – Kustomer , an all-in-one, top-rated CRM for modern customer experiences, today announces enhancements to its chatbot product designed to enhance customer service interactions by eliminating mundane tasks and allowing agents to deliver more personalized experiences across channels.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98