Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

Pointillist

SEPTEMBER 10, 2020

Real-Time Interaction Management Real-time interaction management (RTIM) is usually defined by B2C marketers as a capability that helps brands deliver more contextually relevant experiences. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

SurveySparrow

JANUARY 23, 2019

A report by Forreste r says that only 32% of B2C CMOs are accountable for customer experience for their organization. NPS asks a simple question to its customers that shows how likely they are to recommend the brand’s product to their peers. CSAT is better than NPS because it gives you insights across the buyer journey.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

ViiBE Blog

FEBRUARY 9, 2021

The digital transformation of the field service management industry enables companies to deliver improved service offerings to customers and boost their ROI. Companies like ViiBE provide technology that targets user satisfaction KPIs like first contact resolution. Field service management and AR remote assistance.

Trends 52

Trends Management Omni-Channel Net Promoter Score 52