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

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler.

Social Media 48

Social Media Customer Service Self Service B2C 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

BlueOcean

FEBRUARY 14, 2018

Sophisticated self-service generates brand loyalty through the most cost-effective means available and leaves your contact center agents to focus their attention on the more involved, higher value, or higher risk interactions. And finally, you need 2020 metrics – not 2016 metrics. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

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. Share this page on: Tweet.

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. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

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. How can they compete?

Insurance 48

Insurance Self Service Transportation Policies 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

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. A highly innovative digital self-service solution. Andrew Quake, CEO APAC John Paul. Andrew Quake shared: “ I am delighted to lead John Paul Asia Pacific.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Customers can have meaningful conversations with brands that deepen engagement and build greater loyalty – and consequently boost the bottom line. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Tricia Morris

JULY 13, 2015

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. Organize, Personalize, Prioritize.

Self Service 40

Self Service Tips CRM Social Media 40

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

Peter Lavers

JUNE 26, 2017

Today, your competition isn’t just with other businesses, it is also with the increasing capability of digital channels for people to self-service and shop. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty.

Customer Experience 92

Customer Experience Self Service Social Media Training 92

Kayako

SEPTEMBER 1, 2016

That is wrong, and the expectations of customer experiences in 2016 demand that we do better. You can feel the negative effects of broken collaboration process all the way through to business health metrics—reduced customer loyalty, higher turnover, lost knowledge of product or process that was siloed into one or two key employees.

Self Service 120

Self Service Sports CRM Customers 120

Eptica

MARCH 14, 2018

Loyalty is driven by meeting consumer needs. However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. You might also be interested in these posts: Why the future of customer service isn’t just automation.

Banking 49

Banking Self Service Customer Experience Effort Score 49

John Paul

OCTOBER 22, 2018

For 10 years, John Paul has been supporting large brands in the automotive sector with different tailor-made loyalty solutions and continues to develop its expertise in this area. Drivers today expect instantaneousness; these new technologies have naturally become part of John Paul’s services and Concierges, with their “human” expertise.

Self Service 40

Self Service Automotive Transportation Travel 40

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 40

Contact Center Self Service Report Customer Service 40

Eptica

APRIL 12, 2019

This means customer satisfaction is at its lowest level since July 2016. The highest ever number of consumers (13.9%) said they’d faced customer service problems. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands.

Conference 76

Conference Self Service Fashion Ecommerce 76

Tricia Morris

MAY 31, 2016

Denis Pombriant of Beagle Research presented this eye-opening statistic in his session on the new drivers of customer loyalty. Pombriant believes that loyalty is built on meeting customers in their moments of truth. Customers not only want to engage with agents, but engage on their own via self-service to get the information they need.

CRM 40

CRM Customer Experience Self Service Conference 40

CSM Magazine

JUNE 16, 2021

Even after customers have made a purchase, their loyalty isn’t a given if the purchase is followed by poor customer experiences. The Self-Service Paradox. Few things threaten customer satisfaction more than needing customer service. Gal’s Bio.

Brands 52

Brands B2C Self Service e-support 52

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. 75% say self-service is a convenient way to address their customer service issues 4.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service e-support 56

Eptica

JANUARY 24, 2018

Often that means that certain channels or areas can be overlooked – Eptica research found that while performance on email and web customer service improved between 2016 and 2017 it fell on Twitter and Facebook.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. 75% say self-service is a convenient way to address their customer service issues 4.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Bold360

MAY 18, 2017

Did you know that in 2016, Telecoms was the industry in the U.K. Your customers insist on being heard, and their approval and loyalty can only be maintained if you have a grasp on what they are thinking and feeling. appeared first on Nanorep - Digital Customer Self-Service Solution. The times, they are a’changing.

Omni-Channel 53

Omni-Channel Industry Self Service Telecommunications 53

CSM Magazine

SEPTEMBER 10, 2017

As we celebrate those who work hard to serve and support us, we’ll take a look at what it really takes to deliver incredible service and what we can do to support those who support us. Importance of Customer Service on your Bottom Line. In 2016, 2.7 Share Knowledge Up, Down and Across Your Organization.

Customer Service 49

Customer Service Self Service Customer Service Representative Retail 49

Clicktools

MAY 24, 2017

A whopping 90 percent of respondents to Microsoft’s 2016 State of Global Customer Service Report , for example, said they expect a brand to have an online customer self-service portal, and 79 percent of those who reported using them in the past said they could quickly find the information they were looking for.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

ProProfs Chat

JANUARY 23, 2020

This is where you convert customer loyalty into hard figures. Motista collected gathered data between 2016 and 2018 and came out with a report ‘Leveraging the Value of Emotional Connection for Retailers’. Offer Instant Gratification Through Self-Service. How to Create Value for Customers?

How To 96

How To Net Promoter Score Comparison Self Service 96

Provide Support

OCTOBER 7, 2015

Convenience: omni-channel, self-service, mobile. Research by the Corporate Executive Board finds that only 16% of customers are “means-focused”, knowing exactly which customer service channel they prefer to contact a company. It is predicted that by 2016, mobile search will generate 27.8 Focus on where those two meet.”.

Customer Service 40

Customer Service Omni-Channel Self Service How To 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. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Live Chat Customer Loyalty Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Gained self-service capability.

Case Study 287

Case Study Study Self Service Customer Service 287

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. embedding loyalty mechanics across the business.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. Their total customer count is over 310 million active customers – a number that was last reported in 2016.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. And these moments occur across two types of channels: Self-service channels.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95