SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Customer Experience needs to be part of a larger “agile” initiative to help the company prepare for continuous change. Customer Integration.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. They want the company to know them well enough to make relevant suggestions, send the right marketing messages, and more. But most companies don’t have this context.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next? Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Eliza (@eliza_jacobs) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Using Salesforce CTI to connect customer data to the sales and service experience.

Self Service 120

Self Service Contact Center Trends Connections 120

ShepHyken

MAY 30, 2016

The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? More and more customers are accepting and actually hoping for self-service solutions and other types of automation.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

Team Support

JANUARY 9, 2024

Companies set up centralized offices to handle customer inquiries and issues via telephone. The first company to establish a more formal call center was the Birmingham Press and Mail, a tabloid newspaper based in the UK. One of the early implementations of live chat was by LivePerson, a company founded in 1995 in New York City.

Technology 59

Technology Chatbots Call Center Social Media 59

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Evan Maridou of Tuft & Needle explained in the “Debate: Customer Delight vs. Effortless Experience” session that his company requires new hires to visit legacy stores to determine the pain points of customers. We’re less than 24 hours out and my mind is full to bursting with ideas. Segmentation.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 60

Self Service Tips Customer Service e-support 60

Kayako

DECEMBER 31, 2015

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. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The best of self-service.

Self Service 72

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

Avaya

JUNE 7, 2016

Platform innovation allows companies to disrupt the status quo for their business, their industry. Like these companies, we too identified a problem and created a platform that solves it. Like these companies, we too identified a problem and created a platform that solves it. I add to that list Avaya.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 45

Self Service Tips e-support Customer Service 45

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.

Social Media 48

Social Media Customer Service Self Service B2C 48

Solvvy

DECEMBER 16, 2019

” Facebook began offering Facebook Messenger “bots” to brands on their platform in 2016, and many other companies quickly followed suit. Machine learning in self-service support. Finally, that brings us to the AI-driven self-service platform. .

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Offer self-service options. Customers increasingly prefer self-service options anyway. Measure and test ad targeting with call analytics.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support. This reliance on AI can be enhanced with co-browsing technology.

Trends 116

Trends Self Service Chatbots Technology 116

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Happier customers are more loyal, will spend more and recommend your company to their friends. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010.

ROI 50

ROI Self Service Customer Experience Airlines 50

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Analysis 111

Analysis Marketing Self Service Wireless 111

BlueOcean

FEBRUARY 14, 2018

Companies that take that message to heart, responding quickly and effectively when customers shine the spotlight on them, will maintain higher numbers of Promoters. The goal for at least 56% of multimedia and technology companies is to integrate AI and customer service into their contact centers. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Tricia Morris

MAY 2, 2016

Increasingly rare is the employee who holds a wealth of corporate, product, service and customer knowledge in his or her head gained through years of training, learning and experience. Employee Self-Service. ——— Learn More About Employee Self-Service. Learn More About Employee-Self-Service Here.

Self Service 40

Self Service Customer Service Banking Customers 40

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. 47% said they were willing to pay more for better customer service. Of those, 65% revealed they would never return to companies they had left.

Self Service 48

Self Service Customer Service Knowledge Base Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. They want to receive the best possible service, at the lowest possible cost – failure to provide this will lead them to shop elsewhere. Linguistics is one way to deliver this. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Solvvy

FEBRUARY 5, 2020

This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? Time to first response: 60 minutes. Total handle time: 24 hours. Number of replies per ticket: less than two.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Reading through the results, six key conclusions stand out: 1.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48