Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. In emergency situations, with limited resources, doctors use triage to decide the order of who will be treated first. How can they cope? A good way is to adopt lessons from the medical profession.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Chat is expected to become more mainstream , while social media is forecast to become an increasingly popular channel for customer service.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences. billion U.S.

Chatbots 52

Chatbots Self Service Software Wait Times 52

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In short, M.N.U.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

MARCH 31, 2017

Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers. On average, replies on email, Twitter and Facebook were all delivered in around half the time of 2016.

Retail 48

Retail Customer Experience Social Media Self Service 48

Eptica

JANUARY 24, 2018

Given that every business wants to attract and retain customers by providing them with a high quality experience , why is it so difficult to ensure customer satisfaction? Rising customer expectations The standard of CX that consumers expect from brands is continually increasing. There are three main reasons: 1.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Cheap 24/7 Availability.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

OpinionLab

AUGUST 29, 2017

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. After all, it’s hard to be delighted about a positive self-service outcome. Clearly, that would not be an efficient way to scale resources.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Kayako

OCTOBER 13, 2016

Take this well publicized Amazon conversation from 2013: To improve productivity, businesses made their support reps use canned responses – which were overused to the point that customers could never tell if they were talking to a bot or a human. Social media networks are great channels for supporting customers.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Martin Hill-Wilson

SEPTEMBER 22, 2016

According to SITA research shared during the 2016 Air Transport IT Summit in Barcelona: Almost every flight is now booked using self-service technology. 91% of those who used self-service technology to check-in saying they will do so again. Only 8% had contact with a human. 75% used a website. Concluding Thoughts.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon. billion U.S.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Tricia Morris

AUGUST 11, 2015

Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. Many government agencies have found a successful place to start in improving customer service is through knowledge , which serves two key purposes. Customer Service Campaign.

Government 40

Government Customer Service Self Service Customer Centricity 40

CSM Magazine

MARCH 7, 2016

2016 was the first year that Facebook was surveyed, and it struggled to match the speed of Twitter, with companies taking an average of 8 hours 37 minutes to respond. Some are forging ahead, while others are falling behind, with a consequent impact on customer satisfaction, loyalty and revenues.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Toonimo

JANUARY 5, 2017

Businesses can differentiate themselves from one another by way of the customer experience. Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. Watson understands what a customer is requesting and responds accordingly.

Innovation 40

Innovation Technology Customer Experience e-support 40