Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. With AI, bots can also improve their responses over time based on customer confidence in their answers.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Listen to the audio or read the article.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

InteractionMetrics

APRIL 16, 2024

But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research , in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. I am guessing here, but wait time probably has 5X the impact of personalization.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

Help Scout

APRIL 16, 2019

And with technology shortening the length of time it takes us to do anything online, customers expect to hear back soon : 37% of customers expect a response within an hour. Great customer service is about meeting and exceeding customer expectations.

Self Service 40

Self Service Training Customer Expectations Interaction 40