TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Collect data from existing repositories, including FAQs or helpdesk macros.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Oracle

JANUARY 21, 2021

2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing excellent customer experience. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

GlowTouch

OCTOBER 16, 2020

Customer support plays a vital role in determining how users perceive your business and if they want to remain loyal to your brand. Customers today can freely discuss their experiences on social media, review websites, and other public forums, so poor customer service can be an existential threat. About GlowTouch.

Training 52

Training How To Contact Center Return on Investment 52

GlowTouch

JANUARY 15, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 5 Must-Have Tools to Maximize Productivity of Customer Support Teams. Building an effective customer support team is of paramount importance for all businesses. By building a productive and unified customer service team!

Tools 52

Tools Self Service CRM Infographics 52

GlowTouch

NOVEMBER 6, 2020

Customer service demands always increase during the holiday buying season, and the way this year has played out presents an even bigger challenge. Demand for customer care skyrocketed during the first two quarters of the year when eCommerce is relatively tame. 7 Questions to Ask Your Customer Support Vendor. Tonya Morgan.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

SEPTEMBER 22, 2020

The ‘experience’ speaks to all contact that people have with a product or service, from discovery to purchase to after-care and beyond. It is something we are attuned to daily as a BPO handling customer service for companies in a wide array of industries. 7 Questions to Ask Your Customer Support Vendor.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Touchpoint 52

GlowTouch

AUGUST 26, 2020

Have you ever had to wait for a response from a customer service representative when you need an issue resolved now? The fact is, customers hate doing that. In fact, 90% of respondents from one survey said that when it comes to customer service, an immediate response is either important or very important.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

GlowTouch

OCTOBER 16, 2020

At GlowTouch, we’ve been providing customer service solutions for nearly 20 years, maximizing the user experience for business worldwide. Our services are scalable for business size or model. To learn more about GlowTouch and the unique customer service solutions we provide, contact us today!

Company 52

Company Social Media How To Chatbots 52

GlowTouch

APRIL 2, 2021

This digital dependence has contributed to the digital transformation that is apparent within customer service at many organizations. More people shopping online more often predictably led to a greater need for reliable online customer service. Customer Support: It’s More Than Handling Complaints.

e-support 52

e-support Contact Center Return on Investment Trends 52

GlowTouch

FEBRUARY 16, 2021

To see if the time is right to outsource customer support and to learn more about how you can manage a seamless transition, give us a look. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world. The friendly team of experts at GlowTouch is standing by. About GlowTouch.

Trends 52

Trends Return on Investment Groups Consumers 52

Comm100

NOVEMBER 13, 2022

In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries.

Chatbots 130

Chatbots Software Self Service Wait Times 130

GlowTouch

JUNE 26, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 6 Ways to Keep Your Customer Support Team Motivated. It’s no secret customer service plays a crucial role in your company’s success. Share Customer Appreciation and Acknowledge Achievements. About GlowTouch.

Return on Investment 52

Return on Investment Customers Meeting Feedback 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight. Why Chatbots?

Chatbots 125

Chatbots Self Service ROI Contact Center 125

GlowTouch

MAY 19, 2020

Maintaining a high level of customer support is essential for your business to succeed – especially during a crisis. By following the tips above, customer service leaders can swing into action and help prevent any disruption to service delivery. 7 Questions to Ask Your Customer Support Vendor. Tonya Morgan.

Management 52

Management Return on Investment Feedback Communication 52

GlowTouch

APRIL 24, 2020

Agents must have the technical expertise to navigate company software and deliver effective solutions to the customer. At the same time, they must follow best practices in customer service to provide an exceptional experience — one that will keep the customer loyal to the organization. About GlowTouch. Tonya Morgan.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JUNE 12, 2020

Consider this: customer support agents sit at their desks for hours at a time. To ensure continued high-touch customer service without risking productivity, there are effective ways to incorporate variety into the customer support role. 7 Questions to Ask Your Customer Support Vendor. About GlowTouch. Tonya Morgan.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

GlowTouch

APRIL 27, 2021

Gartner predicts that global spending on this technology will reach $81 billion this year, an 18% increase from 2020. In fact, spending on hearables increased by 124% in 2020, with much of that spike fueled by the pandemic and remote workers who updated their headphones for use in business-related video calls. About GlowTouch.

Trends 52

Trends Technology Sports Fashion 52

GlowTouch

APRIL 16, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Support Trends in the SaaS Industry. The SaaS industry saw rapid growth in 2020, and that should continue this year. Software-as-a-service continues to flourish, and it is not by accident.

Industry 52

Industry Trends Software Return on Investment 52

eGain Blogs

MAY 18, 2022

Sam Hahn, Technology Evangelist at eGain spoke about the state of digital customer service and knowledge management in the public sector with Daniela Fayer, publisher at Defense One. State of digital customer service in the government sector: Not good. Citizen experience (à la customer experience). Kraus, et al.

Self Service 90

Self Service Government Case Study ROI 90

Natalie Petouhof

JUNE 3, 2017

By 2020, the market will be worth $22.8 Customer lifetime value. Tracking KPIs enables you to see which of your marketing campaigns are generating the best return on investment so that you can reallocate resources to those efforts rather than non-performing ones. billion in 2017 , a 7.3 Cost per lead acquisition.

Analytics 40

Analytics Marketing Company Return on Investment 40

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

GlowTouch

JULY 2, 2020

If a customer wanted to resolve their issue impersonally, they would use a less personal customer service method, such as your client’s help documentation. Your agents should customize chat interactions with each person they talk to. In just one month, their customer churn tripled. The result? About GlowTouch.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

LiveChat

OCTOBER 31, 2019

Chatbots are also a great tool to help guide customers through the buying or customer support process when agents aren’t available. They may engage with customers around the clock with effective and engaging support that effectively measures up with a live chat customer experience. Call center automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57