Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. This means that the channels are siloed from one another, and this causes a huge host of problems (which we get into below). With omnichannel, it’s a breeze.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

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 . Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Your Business Partners.

Company 162

Company B2C Social Media e-support 162

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Only about a third of consumers are happy with their last interaction. These digital channels are highly preferred because they are considered more convenient. Most interactions occur over the phone.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Free Download: Never Miss a VIP White Paper.

Company 100

Company B2C Social Media e-support 100

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. Provide Multi-Channel (or Better yet, Omni-channel) Support. Each customer has their own individual preference for their preferred channel of support, when dealing with a particular issue.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. But while organizations can plan processes and workflows around transactional support, conversational support demands the capacity to manage a far more chaotic picture, 24/7, on an omnichannel basis.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Comm100

FEBRUARY 7, 2018

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? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Software 102

Software Customer Engagement Engagement Social Media 102

Kustomer

AUGUST 30, 2018

As consumers, we know the onus is on us to establish that contact and provide the context, each and every time we want to “transact” If only organizations were more conversational. The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper.

Feedback 65

Feedback How To Insurance Omni-Channel 65

Comm100

OCTOBER 11, 2017

By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. This means that 79% of companies still have single-department ownership of their social media channel.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116