CSM Magazine
JULY 21, 2021
This channel has quickly become a crucial part of the customer service function for businesses already utilising this tool. In fact, at mGage we saw a real growth in enterprise mobile messaging volumes during 2020, highlighting that businesses are taking this trend seriously. Boosting the customer experience. Chatting the right way.
Uniphore
AUGUST 6, 2021
Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. The New Normal.
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Lumoa
FEBRUARY 14, 2024
A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own. This is where customers can switch to a new channel without needing to repeat themselves to a new agent.
TechSee
APRIL 28, 2020
In the near term, these experiences will often be centered around immersive technologies such as AR, which has evolved beyond the entertainment space into a powerful customer service tool. Synchronizing all the data across multiple channels without losing any information is difficult to achieve, often resulting in conflicts between channels.
TechSee
APRIL 3, 2018
Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.
TechSee
OCTOBER 9, 2018
trillion in spending — in the United States by 2020. The key to reaching this powerful demographic is by understanding that technology is central to their being. each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it.
Totango
MAY 5, 2020
Customer Retention Strategies in B2B for 2020 and Beyond. A multi-touchpoint approach has quickly become the accepted norm, with customers increasingly expecting multiple ways in which to engage. Ensure your customer experience is consistent across all channels and that customers can move seamlessly from one channel to another.
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