Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. To achieve digital CX excellence, support must include the following: Omnichannel .

Customer Experience 223

Customer Experience Omni-Channel Chatbots Social Media 223

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Bold360

FEBRUARY 16, 2017

Chatbots are an upgrade to your current customer experience. Proactive chat bots can greet you when you land on a home page. While pop-ups and advertisements can be frustrating for customers and stop them wanting to engage, chat bot messages do the opposite. Read more on our blog. Keep Current.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Only about a third of consumers are happy with their last interaction.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Bold360

MARCH 23, 2017

Messaging Bots are accessed via our favorite messaging platform which we are comfortable chatting on and used to using. They take up no more room on our devices, and can be interacted with in the same way we might chat with our friends. This way Bots fit seamlessly into your omni-channel strategy.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Comm100

FEBRUARY 7, 2018

Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will the vendor support integrations with your current channels? Evaluating Scalability.

Software 103

Software Customer Engagement Engagement Social Media 103

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Management.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145