NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Vonage

MARCH 26, 2018

Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . Self-service technologies provide customers with what they want while decreasing the business cost of providing one-to-one assistance delivered by a human.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

Call Center 59

Call Center Self Service Software Contact Center 59

Team Support

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Analysis 59

Analysis Self Service B2B Contact Center 59

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Let’s dive into how these self-service wonders are reshaping the retail experience.

Retail 78

Retail Engagement Strategy Customer Experience 78

NobelBiz

FEBRUARY 15, 2023

In today’s expeditious times, customers expect quick and efficient solutions to their problems. Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

Upstream Works

JANUARY 12, 2022

Your agents need access to data collected before, during, and after every customer interaction, as well as aggregation of that data across channels, journey flows, systems, and the organization. If your agents don’t have a 360° picture of every customer exchange, you’re in trouble.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Bold360

DECEMBER 29, 2016

True, singularity may sound like an odd choice for a universal attribute, but consider this: while some marketers haven’t recognized the truth that every customer is unique, you can bet the customer knows it. It’s safe to say that every customer expects to be treated accordingly, as an individual.

Analysis 53

Analysis Omni-Channel Self Service Customer Journeys 53

Calabrio

DECEMBER 18, 2020

The rise of research and data analysis in the contact center is changing executive leadership roles. Just as contact center agents and managers have become more strategic as bots handle more routine customer requests, research teams are allowing management to also become more strategic. This was the final blog of our three-part series.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Not only can conversational AI help automate self-service, but it can also deliver a more personalized CX.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

Inbenta

MAY 16, 2022

They often left customers feeling frustrated that they couldn’t carry out their tasks. Unlike traditional IVRs, AI chatbots can carry out sentiment analysis. Sentiment analysis is designed to detect the mood and tone of a conversation. The idea behind offering these services is that many customers prefer self-service.

Chatbots 52

Chatbots Self Service Telecommunications Company 52

Calabrio

DECEMBER 18, 2020

The rise of research and data analysis in the contact center is changing executive leadership roles. Just as contact center agents and managers have become more strategic as bots handle more routine customer requests, research teams are allowing management to also become more strategic. This was the final blog of our three-part series.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Kayako

JUNE 8, 2017

Customers desire minimal effort to get an answer, and that’s what makes them come back to your business. High effort experiences result in 96% of customers becoming disloyal to a business. To measure customer experience goes beyond simply meeting customers’ expectations with a speedy reply. Better email support.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Lumoa

JUNE 14, 2023

In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. Fortunately, BPO chat support is here to help!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Kustomer

JUNE 7, 2022

A recent analysis of e-commerce trends shows a jump in online sales by around 30% at the beginning of the pandemic alone. Our research shows that nearly 90% of customers are frustrated when they can’t contact a company on the channel they prefer. That shouldn’t be a surprise—we all know customers want what they want.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

Bold360

AUGUST 18, 2020

The CEM study, Short-Term Wins And Continuous Optimization: The Roadmap To Customer Engagement Success , makes it clear that your CEM matters a great deal to your employees, customers and your bottom line: “Customer expectations continue to evolve, and so too must [your] customer engagement practices to meet key CX and business goals.”.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

ShepHyken

DECEMBER 3, 2021

Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . Anything less is a failure, in our eyes, and requires corrective action and root cause analysis follow-up.

Customer Experience 137

Customer Experience Net Promoter Score Self Service Effort Score 137

Upstream Works

DECEMBER 14, 2022

When it comes to AI and customer service, automation usually comes to mind. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered. That consideration will only come by shifting focus from customer service to customer experience (CX).

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

Wootric CX Blog

JUNE 19, 2019

The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. More so, AI will lead to a 10% increase in the quality of communications with customers. Here are three significant ways in which AI is transforming the customer experience: 1. Empowering Self-Service.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

CSM Magazine

JUNE 27, 2022

However, research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers. We found that 58 per cent of energy customers expect higher levels of service in return for having to pay higher bills. More self-service.

Customer Care 52

Customer Care Self Service Resources Social Media 52

Thematic

APRIL 3, 2024

Improved Product Development: Voice of the Customer data pinpoints desired features, unmet needs, and friction points in existing offerings, fueling innovation and ensuring your products genuinely resonate with your target market. Actionable Tactics: Combine Qualitative & Quantitative Analysis: Don't rely solely on numbers.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Totango

NOVEMBER 8, 2021

consumers listed these three qualities as the most important components of customer experience worth paying more for: Efficiency: customers want things fast, whether this means instant service or same-day delivery. Convenience: customers want technology solutions to work consistently and to be user-friendly.

Brands 104

Brands Customer Experience Self Service e-support 104

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. The pandemic has also revealed how agents are typically the preferred option to self-service solutions.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

Daniel Group

SEPTEMBER 23, 2021

It depends on multiple factors, from the complexity of the transaction to your customers’ preferences. Remember, for deep analysis, there is no substitute for talking to your customers one at a time. Two-thirds of buyers prefer remote human interactions or digital self-service (McKinsey & Company).

Feedback 98

Feedback Self Service Omni-Channel Travel 98

Kustomer

SEPTEMBER 11, 2020

According to our survey, 69% of consumers expect an organization to prioritize their problem if they are upset. This turn of phrase is even more pertinent for customer service organizations. Delivering real-time service is inherently difficult without endless resources, especially during peak shopping periods.

Consumers 52

Consumers Self Service Data Chatbots 52

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

Inbenta

SEPTEMBER 12, 2022

A well managed knowledge base can be a great source of information from the analysis of the content performance. No matter the day or time, customers expect quick answers and most importantly the fastest resolution of their issue. Otherwise, you can expect time on site to free fall, as well as crazy bounce rates.

Self Service 52

Self Service How To Chatbots eBook 52

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality.

Contact Center 123

Contact Center Call Center Self Service Chatbots 123

Totango

NOVEMBER 8, 2021

consumers listed these three qualities as the most important components of customer experience worth paying more for: Efficiency: customers want things fast, whether this means instant service or same-day delivery. Convenience: customers want technology solutions to work consistently and to be user-friendly.

Brands 86

Brands Customer Experience Self Service e-support 86

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. 2: Get Over Basic Live Chat.

Trends 77

Trends Self Service Customer Service Omni-Channel 77

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

Totango

NOVEMBER 8, 2021

consumers listed these three qualities as the most important components of customer experience worth paying more for: Efficiency: customers want things fast, whether this means instant service or same-day delivery. Convenience: customers want technology solutions to work consistently and to be user-friendly.

Brands 83

Brands Customer Experience Self Service e-support 83

Thematic

MAY 19, 2022

VOC data contains rich context to better inform and explain: Product issues and pain points Potential opportunities Valuable customer segments and needs Successful product operations managers are often successful VOC users. Analyze: Dive deep into the data to uncover key trends, themes and customer expectations.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Alliance by IFS

AUGUST 12, 2019

But an increasingly crowded marketplace means medical device field service companies face mounting pressure to cut operational costs while delivering the higher value service consumers expect, including: Maximized equipment uptime. Remote and self-service resolution. Decreased time to resolution. First-time fix.

Self Service 75

Self Service Knowledge Base Hospitality Training 75

Wired and Dangerous

FEBRUARY 21, 2017

Their memories of a hard hitting, long lasting recession has left them anxious about the future and cautious about investing in service that does not have obvious value. And, the power of the Internet and social media has provided customers with the tool to deliver a downpour of blame as they flood cyberspace with their caustic critique.

Self Service 93

Self Service Hotels Social Media Analysis 93