Vonage

JANUARY 5, 2017

Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. 1 Connect with omni-channel shoppers. 1 Connect with omni-channel shoppers.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. What it means: Traditional support channels like phone and email often cost your customers more time and energy than they’re willing to spend. Read the guide.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? True omnichannel experience allows customers to move seamlessly across an organization’s service channels.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

NICE inContact

JUNE 14, 2017

If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. When it comes to other channels, the number drops to 35% for social media, 18% for text, 14% for email, 13% for voice, and 11% for in-person support.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Vonage

AUGUST 30, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

CSM Magazine

APRIL 25, 2023

1) The average cost of an inbound call is £6.55 – 70% more than email and 96% more than webchat With calls to contact centres continuing to cost significantly more than other channels, many organisations are introducing automated and self-service service options for customer interactions. What’s next?

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Return on Investment 52

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. But that’s not all. A great example of this is Sephora.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. But are all channels equally effective at delivering a high-quality experience? Here’s what we found out. Get your copy today!

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

JANUARY 9, 2018

We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way.

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

Avaya

OCTOBER 25, 2018

This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. This blog was first published July 12, 2018 on the C3i Solutions blog.

Omni-Channel 47

Omni-Channel Consumers Self Service Brands 47

Upstream Works

JUNE 10, 2020

While that alone could easily consume all your energy, the impact on your customers must be managed as well. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. The Contact Center as an Essential Service.

Contact Center 78

Contact Center Omni-Channel Self Service Customer Journeys 78

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience. According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority.

Insurance 109

Insurance Industry Customer Experience Self Service 109

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

NICE inContact

OCTOBER 17, 2019

Consumers value choice. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. But what options should businesses offer?

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Then we compared these findings to what consumers said in our 2018 consumer study. And what about your company?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Avaya

NOVEMBER 15, 2018

This blog is authored by Krista Capone, Sr. This blog was first published May 31, 2018 on the C3i Solutions blog. This blog was first published May 31, 2018 on the C3i Solutions blog. Consumers don’t realize they can text customer service at their favorite (or not so favorite) brands. phone and email.

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

NICE inContact

OCTOBER 18, 2016

If you’re in Customer Service, you’ve heard of “omnichannel”. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. Do certain channels illicit more honesty? Customers Text Honestly.

Social Media 212

Social Media Self Service Omni-Channel Consumers 212

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! appeared first on NICE inContact Blog.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

NICE inContact

OCTOBER 18, 2019

Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Bold360

MARCH 20, 2020

And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever. Offer channels your customers want and now need. Customer engagement is the interaction that takes place between you and your consumers. Escalate service appropriately.

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Self-Service Metrics. Read the Guide.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Upstream Works

JANUARY 26, 2021

Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time. With all the uncertainty, it’s easy to overlook that consumers have had to reset as well. Provide enhanced self-service options.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

transcosmos Information Systems

OCTOBER 2, 2018

Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. There should never come a time when you feel complacent about the service that you’re providing them.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

GetFeedback

APRIL 3, 2019

Striving to deliver the best products, services, and experiences, they adopted GetFeedback to create an omnichannel feedba ck program that would scale alongside them. . GetFeedback also allows for us to customize the experience on the consumer side. What does an omnichannel experience mean to YETI? Give them a visit.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Forcivity Salesforce

APRIL 1, 2022

Fintech, or financial technology, is there to simplify the services the customers utilize. As this generation of tech-savvy consumers continues to grow, so will the demand for accessible, affordable options made available through fintech and other means. An effective customer experience provides the consumer with what they expect.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52