Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Organic Mobile Experiences Blur Channel Lines. Starbucks and Chipotle.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Omni-channels. trillion dollars annually 4.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

transcosmos Information Systems

OCTOBER 2, 2018

There should never come a time when you feel complacent about the service that you’re providing them. Functionality, self-service options, and lightning-fast response times are just some of the demands of customers in this digital age, and it’s crucial for your business to keep up. Get in touch before they do.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient. These digital channels are highly preferred because they are considered more convenient.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

MARCH 16, 2022

The United Kingdom’s Government Digital Services, the Canadian Digital Services, and Singapore’s Government Technology Agency are all examples of governments dedicating resources towards digital technologies that experience citizen experience, as well government employee experience. AI chatbots. GOVERNMENT NEED 3: .

Government 206

Government Customer Service Chatbots Effort Score 206

CSM Magazine

SEPTEMBER 10, 2018

Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. Research says: Self-service tools like knowledge base and FAQs deflect tickets up to 10%. This frustrates the customer and increases the time taken to resolve issues.

Omni-Channel 40

Omni-Channel Metrics Self Service Customer Service 40

Call Experts

JANUARY 8, 2020

Self-service. Include a detailed FAQ section on your website, support documents, interactive mobile apps, online communities, and web-based chatbots to support customer's needs. Omnichannel experience. Would this support efficient customer service? . Omnichannel management creates opportunity.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Chattermill

OCTOBER 20, 2019

The modern customer is omni-channel. You cannot push them back to a legacy customer service experience that requires them to wait endlessly for an email or to get connected with a customer support agent. The modern customer is omnichannel. Chatbots for Real-Time Customer Support. by Sam Makad on 21 Oct 2019.

Omni-Channel 40

Omni-Channel Chatbots Self Service Analysis 40

Interactions

MARCH 20, 2019

But if you’re looking toward automation and using chatbots, remember that customers don’t want to be repeating themselves over and over again to a machine, because that also wastes their time. Customers want to take support into their own hands and be able to access customer care from channels that are most convenient to them.

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

APRIL 15, 2021

Because as self-service takes care of the low level simple questions, you’re going to see, I think you’re going to see this in the contact center regardless of the work from home environment, but you’re really going to need people who can handle those difficult questions. Matt Dixon: (22:36). Matt Dixon: (24:01).

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Currency Alliance

NOVEMBER 14, 2019

As we said in 2018 and 2019, knowing only a sliver of information about your most frequent customers is no longer enough. Brands made it easier to spend their loyalty currencies in 2018 and 2019 – which is great. Good omnichannel experience continues to get more budget. Customers really appreciate snackable rewards.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

SmartKarrot

FEBRUARY 16, 2022

Here are a few statistics to gain better insights about them – About 40% of shoppers prefer self-service to human contact. About 79% of buyers would just abandon their carts if the customer service did not respond in time. 94% of shoppers are of the opinion that customer service has to become more technologically advanced.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

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. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Comm100

FEBRUARY 5, 2018

Live Chat Software. Self Service Software. Multichannel and Omnichannel Software. These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. Self Service Software.

Social Media 124

Social Media CRM Self Service Software 124

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. All data is the most recent information available as of the beginning of 2018. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. SalesForce.

Software 106

Software Customer Engagement Engagement Omni-Channel 106