2016 Customer Service Strategies Interaction Self Service 
Bold360
JANUARY 5, 2017
If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. If traffic overwhelmed your site or your customer journey was convoluted or your cx unpleasant, you lost business. Swim laps around competitors with intelligent self-service for improved cx. Let’s look at some facts.
Vonage
DECEMBER 7, 2015
For any customer service organization, embracing an omni-channel service philosophy should be a top priority. Do sales, service, and marketing have full visibility of each other’s interactions with the customer? Visibility and accessibility are key to establishing omni-channel service.
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Martin Hill-Wilson
FEBRUARY 16, 2016
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. We concluded that Intelligent Assistants are not just a channel shift strategy. At the very least, they are a transformational opportunity to redefine customer engagement.
Comm100
JANUARY 14, 2016
In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. In fact, customers will demand it. billion PC users.)
Vonage
AUGUST 15, 2016
Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014. What do customers want? Using Salesforce CTI to connect customer data to the sales and service experience. Simon Says volunteer!
Comm100
JUNE 13, 2018
According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season.
Martin Hill-Wilson
JANUARY 29, 2016
The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Self Service.
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