transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 48

Self Service Knowledge Base Social Media Study 48

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

TechSee

APRIL 24, 2018

With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Not all unboxers are created equal.

Self Service 116

Self Service Call Center Video Consumers 116

TechSee

JANUARY 18, 2018

consumers are the largest users of connected devices with 5.2 billion active units in 2017, representing 63% of 8.4 Self-installation has emerged as a viable solution for both enterprises and consumers — providing self-reliance and flexibility to the consumer, and scalability and profitability for businesses.

Self Service 95

Self Service Customer Service Company Infographics 95

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

Self Service 52

Self Service Return on Investment e-support System 52

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. As a final note, it still remains very true that customers will pay more for better customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Connected devices are perceived differently than the older consumer appliances or electronics.

Analysis 111

Analysis Marketing Self Service Wireless 111

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken.

Self Service 79

Self Service Omni-Channel Social Media Retail 79

Wootric CX Blog

JUNE 19, 2019

Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. From smart devices to self-driving cars to chatbots – AI impacts various aspects of our lives.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Kustomer

AUGUST 11, 2022

They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. Additionally, 21% of those consumers admit that they’ll never go back after walking away. Customer Loyalty and Retention.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

eGain Blogs

JANUARY 4, 2018

I can cite two surveys to support my claim: A survey of contact center customer service agents where they told us what the biggest pain points were for them when a customer was on the line. The second is a consumer survey. The second is a consumer survey. Human-assisted service is equally challenging.

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

Eptica

MARCH 21, 2019

9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study. 69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Published on: March 21, 2019.

Brands 80

Brands Self Service Insurance Fashion 80

ProProfs Chat

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. That’s why in the following section below, we aim to check out some of those expectations and suggestions on how to meet & exceed customer expectations while creating an awesome service experience. ‘Fast’ Service.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

CSM Magazine

MARCH 25, 2019

The impetus behind the emerging transformation of service is due to several factors: evolving consumer behavior, the opportunity for greater business efficiencies, but perhaps most of all — the value advanced technologies like self-help and artificial intelligence (AI) can deliver to better meet employee and customer needs.

Self Service 68

Self Service Technology Study Software 68

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. This goes double for customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

PK

FEBRUARY 21, 2020

PK solved this challenge by replacing its current workflows with an Alteryx analytics strategy that offered self-service BI, data preparation, data blending and analytics. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52

Connective DX

FEBRUARY 21, 2020

PK solved this challenge by replacing its current workflows with an Alteryx analytics strategy that offered self-service BI, data preparation, data blending and analytics. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. Consumers will only stay with a brand if they are actively engaged with the overall experience, through an ongoing, two way conversation. This is particularly true as we move into 2017.

Self Service 48

Self Service Customer Experience Loyalty Analysis 48

Eptica

SEPTEMBER 25, 2019

Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. The results are stark, with insurance performing poorly in terms of both customer service and trust. This hardly builds trust with consumers. So how do brands build this trust?

Insurance 62

Insurance Customer Experience Self Service Automotive 62

Eptica

MAY 24, 2017

Date: Wednesday, May 24, 2017 +7! Published on: May 24, 2017. I am therefore very proud that Eptica has retained its position alongside other global leaders : Salesforce, Pegasystems, Microsoft, Oracle, Zendesk, SAP, Lithium, Service Now, Freshdesk, EGain, bpm’online, SugarCRM, CRMNEXT, mlpsystems.

Self Service 48

Self Service Customer Engagement Engagement Customer Experience 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. In 2018, customer service will see physical and virtual service become more intertwined. Introduction.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations.

Self Service 54

Self Service Customer Service Insurance Culture 54

Bold360

AUGUST 24, 2017

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. Customer Service Improvement Means More Digital Self Service. But why is CX so important?

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Published on: March 31, 2017. Little wonder that 69% of retail CEOs surveyed by PwC said that they were investing in digital customer service technology, helping them deliver the personalised, seamless experience that consumers demand.

Retail 48

Retail Customer Experience Social Media Self Service 48

COPC

MAY 16, 2018

Although consumers continue to use traditional care channels (such as phone, email and face-to-face interactions) in large numbers, preferences for alternative channels of care are on the rise. CXMB Series results suggest consumers use traditional care solutions more than they’d prefer to. and Execs In The Know.

Social Media 42

Social Media Customer Journeys Self Service Consumers 42

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. But the problem lies in the familiarity and comfort the average consumer has interacting with them.

Banking 45

Banking Self Service Chatbots Customer Satisfaction 45

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. A recent survey found that shoppers appreciate agents who empathize, act quickly, and drop the script. They expect their interests to be known, their needs anticipated and that the shopping experience will be as intuitive as possible.

Interaction 56

Interaction Self Service Chatbots Social Media 56

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Kustomer

AUGUST 31, 2018

Cyber Monday 2017 was the largest online shopping day in history. Consumers spent over $6.59 Prepare Your Agents to Deliver Incredible Service. In 2017, shoppers planned to spend 51% of their holiday shopping budget online versus 42% in stores, Deloitte found in a survey of 4,000 consumers.

Ecommerce 61

Ecommerce Self Service Chatbots Training 61

Eptica

JULY 21, 2019

Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. However, the research also suggests that consumers want a balance , using the best channel or technology for their particular need. Here are four ways to help make this a reality: 1.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Author: Pauline Ashenden Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands.

Tips 55

Tips Customer Service Social Media Self Service 55

Kustomer

MAY 18, 2020

They have access to continual customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed in the digital space to find the information they need. Additionally, 21% of those consumers admit that they’ll never go back after walking away.

Customer Service 52

Customer Service e-support Self Service Social Media 52