Eptica

JANUARY 24, 2018

Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

LiveChat

OCTOBER 6, 2017

A good customer service experience sets a brand apart from the competition. Look at United Airlines. Many won’t fly United after their poor customer service made headlines recently. There are actually many different ways to provide good customer service. Self-Service vs. Automation vs. Agent Service.

Customer Service 37

Customer Service Self Service Customer Experience Multi-Channel 37

Bold360

OCTOBER 20, 2016

Live chat is proven to be effective in responding to questions and helping customers troubleshoot problems. In fact, many customers expect nothing less when using an ecommerce site, and the 18-34 demographic even prefer it to a phone call. Imagine you purchase airline tickets for you and your spouse online.

Self Service 85

Self Service e-support Multi-Channel Poor Customer Service 85

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Currency Alliance

NOVEMBER 17, 2020

The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. enabling more customer self-service.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. Consumers want to self-serve. They want to be in control and you want them to keep using your digital channels. Matt Dixon: (04:22).

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52