Comm100

JANUARY 7, 2020

of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Organizations that score 90% or higher CSAT had an average wait time of 1 minute and 32 seconds. The post Live Chat Benchmark Data 2020 appeared first on Comm100.

Data 134

Data Chatbots Wait Times Effort Score 134

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Stella Connect

JANUARY 25, 2018

What will brands’ biggest concerns be in 2018? In 2018, self-service tools will continue to change the way consumers interact with brands. The other 73% took advantage of omnichannel offerings such as digital apps, interactive catalogs, click and collect, and/or in-store purchases with home delivery.

Self Service 40

Self Service Trends Customer Service Contact Center 40