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

UJET

JUNE 19, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Chatbots are the next tool that will improve customer support.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

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. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? Are you being realistic about whether your customer service really satisfies your customers? Then we compared these findings to what consumers said in our 2018 consumer study. The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ShepHyken

FEBRUARY 19, 2018

(SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. Follow on Twitter: @Hyken.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . The Future of Chatbots. This represents a 5.6

Chatbots 40

Chatbots Self Service Touchpoint Interaction 40

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

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media e-support Chatbots 63

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

ShepHyken

APRIL 2, 2018

AI is starting to help companies improve the quality and consistency of their service in order to persuade customers that they do in fact care about them. My Comment: Here is a bold statement: AI will change customer service as much as the telephone did in its day. Why Self-Service is the Future of Customer Support by Kaan Ersun.

Self Service 54

Self Service Customer Service Hospitality Survey 54

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Trends 111

Trends Self Service Customer Service Chatbots 111

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

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 105

Contact Center Report Customer Journeys Customer Centricity 105

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. They want a personalized service – and their expectations are continually growing. Consumers want fast, accurate answers – and they aren’t willing to wait.

Self Service 69

Self Service Customer Experience Chatbots CRM 69

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 200

Government Customer Service Chatbots Effort Score 200

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 60

Self Service Tips Customer Service e-support 60

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

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 45

Self Service Tips e-support Customer Service 45

TechSee

JUNE 5, 2018

For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). For example, a customer chats in with a question regarding her recent bill. The chatbot gathers basic data about the customer and her needs, and then refers the customer to a live agent.

Trends 116

Trends Self Service Chatbots Technology 116

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want. Share this page on: Tweet.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

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. 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Eptica

JULY 18, 2018

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. Share this page on: Tweet.

Self Service 63

Self Service Chatbots Technology Interaction 63

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. Clearly, this doesn’t mean that automation and technology have no place in customer service. You might also be interested in these posts: 5 tips to transform your social customer service.

Self Service 62

Self Service Customer Service Banking Chatbots 62

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

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. It’s a common myth that customers won’t want to deal with automated customer care services. But don’t customers prefer a live representative?

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Whatever channels your customers prefer, do your best to offer them a personized service.

Customer Service 52

Customer Service Self Service Tips Social Media 52

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

Net Promoter Score 52

Net Promoter Score Self Service Engagement Consulting 52

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Share this page on: Tweet.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. 80% increase in transactions handled by self-service apps. 45% improvement in customer ratings. 39% growth in digital sales. 25% reduction in agent turnover.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. We will be watching these up-and-coming AI trends closely in 2018, and so should you. Clearly, chatbots have the potential to deliver great value.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70