Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? So what is the answer?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

SurveyGizmo

NOVEMBER 11, 2021

We were living B2C lives where purchases were only a click away. Self-serve options, common in B2C e-commerce, have grown for business buyers too. McKinsey shows that two-thirds of buyers prefer remote human interactions or digital self-service. We’re required to speak with Sales teams to get information.

B2C 98

B2C B2B Self Service e-support 98

ShepHyken

JANUARY 20, 2020

The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience. Loyalty Trends in 2020: How Will This Year Be Different? So, how is our perspective for our loyalty trends in 2020 formed to make it worth your reading time?

Loyalty Programs 119

Loyalty Programs Customer Service Effort Score Self Service 119

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?

Self Service 98

Self Service Trends Customer Service Chatbots 98

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Actionable Steps for Reset.

Strategy 148

Strategy Self Service Customer Journeys B2B 148

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. Historically, the in-person Perspectives event drew fewer than 1,000 B2B registrants, but this year more than 40,000 B2B and B2C users registered for the new experience, of which 79% were net new leads with more than 50% considered decision-makers at their organization.

Brands 52

Brands Travel Hotels Airlines 52

Kustomer

FEBRUARY 4, 2020

It’s not easy, so we decided to help you out and identify the 23 trends every customer service leader should be aware of to effectively run their business in 2020. One popular method in 2020 will be using the power of prioritization to route certain customers to specific reps, ensuring a seamless and special experience.

Trends 59

Trends Self Service Customer Service Omni-Channel 59