eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. More with digital self-service; chatbots, for example. No wonder blue-chip clients have been trusting eGain to help them deliver digital engagement at scale.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Oracle

MAY 7, 2019

.” To reflect rising expectations in the experience economy and the digital age, Gartner states, “Vendors’ positions in this Magic Quadrant reflect customers’ new expectations in areas such as digital technician support, outcome-based service business models, and AI-driven scheduling and decision support.”

Management 75

Management Competitive Advantage Report Chatbots 75

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

BirdEye

MAY 6, 2021

G2 Chatbots Awards – 10 awards. G2 Conversational Customer Engagement Awards – 11 awards. G2 Customer Advocacy Awards – 10 awards. Crozdesk named us as one of the top customer engagement platforms for 2021. G2 Chatbots – 6 awards. G2 Conversational Customer Engagement – 4 awards.

Marketing 98

Marketing Social Media Chatbots Software 98

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease. Pre-chat surveys.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

TechSee

JUNE 10, 2021

Even before the pandemic created a remote-first world, 72% of consumers said they wanted to solve their problems or issues on their own without having to engage with a human customer service agent. Now, survey data is showing that more customers than ever are prepared to engage in self-service activities to avoid technician visits. .

Self Service 207

Self Service Innovation Analytics Transportation 207

Kustomer

NOVEMBER 4, 2020

Augmented messaging that allows chatbots and human agents to work in tandem. The bots handle simple queries, and the agents can take over when it gets too complicated. Two major trends in AI customer service software that will continue to grow in 2021 are chatbots and virtual assistants. billion in 2019 to $9.4

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Comm100

MARCH 30, 2021

Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. Read on to find out how omnichannel customer service can help cut costs while improving customer service operations. What is omnichannel customer engagement? Free all-in-one customer engagement platform.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Kayako

JANUARY 3, 2019

If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Speed and convenience are some of the biggest factors affecting customers in general. This is the case with the live chat experience as well. Instant gratification.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 AI-powered chatbots. According to Gartner , 25% of customer service and support operations will integrate chatbot technology on their customer engagement channels by 2020. trillion gross merchandise value (GMV) worldwide.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

ClientSuccess

JULY 23, 2019

For winning organizations, their success has been buoyed by software and tool investments as well as improved website functionality and the addition of staff members focused on optimized customer engagement. The following lists the top five innovations in customer service those winning brands are adopting.

Self Service 40

Self Service Trends Customer Service Social Media 40

Bold360

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Self Service 52

Self Service Knowledge Base Chatbots Banking 52

Experience Investigators by 360Connext

OCTOBER 22, 2019

Employee Experience Will Remain One of the Top Influences on Customer Experience. There is no doubt the way employees feel influences how they treat customers. Engaged employees are in demand, and frankly getting harder to keep. Already, chatbots and other tools are serving customers in big and small ways.

Trends 169

Trends Customer Experience Chatbots Innovation 169

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Kustomer

NOVEMBER 4, 2020

Augmented messaging that allows chatbots and human agents to work in tandem. The bots handle simple queries, and the agents can take over when it gets too complicated. Two major trends in AI customer service software that will continue to grow in 2021 are chatbots and virtual assistants. billion in 2019 to $9.4

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

West Monroe

JUNE 16, 2022

This in turn will pave the way for effective patient engagement, continuous program improvement, and better decision-making—not to mention better clinical outcomes for the patients. Organizations should also consider creating complementary digital applications offering LiveChat or ChatBot functionality.

Healthcare 52

Healthcare Customer Journeys Analytics Call Center 52

West Monroe

JUNE 16, 2022

This in turn will pave the way for effective patient engagement, continuous program improvement, and better decision-making—not to mention better clinical outcomes for the patients. Organizations should also consider creating complementary digital applications offering LiveChat or ChatBot functionality.

Healthcare 40

Healthcare Customer Journeys Analytics Call Center 40

Think Customers

NOVEMBER 5, 2019

Home Depot itself has been deploying Apple Business Chat to meet customers on iMessage. Concerns about messaging were echoed by Sara McCandless, VP of customer engagement & brand advocacy at Clearlink, who had just led a discussion on issues around live chat. But having a child takes work.

Tips 40

Tips Banking Insurance Chatbots 40

West Monroe

MAY 31, 2019

Most commonly they are a voice-driven virtual assistant like Alexa or a text-driven ‘chatbot’ embedded on a website or within Facebook Messenger. While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service.

Banking 40

Banking Financial Self Service Chatbots 40

Think Customers

OCTOBER 4, 2019

According to the report, usage of virtual assistants increased from 2017 to 2019 in a number of areas, including purchases (from 35 percent to 53 percent), customer service (from 37 percent to 52 percent), and making payments (from 28 percent to 48 percent).

ROI 53

ROI Automotive Study Insurance 53

ProProfs Chat

MAY 6, 2020

Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics. Customer Experience & Retention Statistics. Improving Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ProProfs Chat

JUNE 14, 2019

40% of all Americans believe that businesses have begun to better focus their attention on customer service. 75% of brands report that they are measuring customer engagement, but cannot define what it is. Takeaway: Customers today have higher expectations from brands. Customers Communication Statistics.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. Virtual Assistants and Chatbots for enhanced CX.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

SurveySparrow

MAY 5, 2021

That’s why chatbots are a miracle to businesses. Why Need a Chatbot? Chatbots can easily guide your customers in deciding which product they should purchase. Unlike a human customer service team, Chatbots don’t need lunch breaks or short vacations. What Is A Chatbot? billion by 2024.

Chatbots 52

Chatbots Banking Social Media Engagement 52

SmartKarrot

NOVEMBER 1, 2021

Companies that go to great lengths to make their customers feel valued and secure are going to be the survivors. Predictions on how conversational customer experience can play a crucial role in the post-COVID-era? Organizations will start engaging customers through Omnichannel marketing strategies.

Customer Experience 11

Customer Experience B2B Chatbots Self Service 11

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. This is a true actionable 360-degree customer-centric view. Better Omnichannel Engagement.

Omni-Channel 63

Omni-Channel Engagement Multi-Channel Customer Engagement 63

Interactions

AUGUST 26, 2021

You may have heard of conversational marketing, a term used to describe the increased casual communication between customers and brands. Bridging this gap between customers and brands is key to keeping customers engaged for years to come. Chatbots are infamous for forgetting context. What makes a good conversation?

Loyalty 62

Loyalty Self Service Chatbots Guidelines 62

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. And consider the power of chatbots during peak shopping periods. If executed properly, omnichannel support provides a consistent experience for customers at every touchpoint after acquisition.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

CSM Magazine

JUNE 12, 2020

Omni-channels, chatbots, artificial intelligence, and e-commerce represent new cornerstone technologies to achieve that goal. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. References: Bryan, Jordan, Contributor (2019). Buell, Ryan W.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52