Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Automation can also be extremely useful for communication services.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

SurveyGizmo

NOVEMBER 11, 2021

The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. McKinsey shows that two-thirds of buyers prefer remote human interactions or digital self-service. What Do B2B Consumers Want?

B2C 98

B2C B2B Self Service e-support 98

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. Qualitative or quantitative call center surveys.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Gainsight

MAY 18, 2023

Generative AI: The Next Frontier Generative AI is fast becoming one of the most powerful technologies due to its ability to simplify the synthesis of large amounts of data into consumable formats, create narratives, and contextualize information. It’s your new superpower.” If your answer is no, then you’re not alone.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

Eptica

JANUARY 29, 2020

Author: Anne-Merete Jensen - Senior Business Consultant Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. Consumers are now able to find answers themselves through self-service, removing the need to email or call.

Self Service 79

Self Service Customer Service Omni-Channel NPS 79

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Without them an organisation risks falling behind in terms of what modern consumers expect from brand engagement. The second is getting the right balance between live assistance and self service.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Kustomer

JANUARY 19, 2021

Customer service has become a lifeline for consumers struggling to adapt in the post-COVID era. The new version of Kustomer Chat delivers benefits for both consumers and businesses by making chat-based support interactions smarter, faster, and frictionless. Brand New Kustomer Chat Platform Packed With Features. About Kustomer.

Self Service 80

Self Service Chatbots Omni-Channel Multi-Channel 80

Kustomer

JUNE 8, 2021

In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. This means it’s more crucial than ever to focus on the e-commerce customer service experience. Provide Self-Service Options. Don’t take their problem for granted.

Customer Service 105

Customer Service e-support Self Service Omni-Channel 105

Tricia Morris

JULY 25, 2016

According to the survey here are consumers’ top four customer frustrations: 1. Almost one-third (31%) of consumers listed not being able to engage with an agent when they needed to as their top complaint. Customer Service Agent Does Not Have the Knowledge or Ability to Resolve My Issue.

Poor Customer Service 40

Poor Customer Service Self Service Consumers Brands 40

2020 Research

AUGUST 29, 2022

Rob Berger, Executive Vice President of Global Quantitative Research, and Tom Doulos, Vice President of Client Service Operations at Schlesinger Group, presented a webinar Aug. Continue reading for a full overview of this webinar. Then, companies can conduct DIY or self-service market research.

Brands 52

Brands Self Service Banking Groups 52

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Let’s now go a little deeper into each one of these factors.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. To learn more, watch this on-demand webinar. That’s a major win-win. Safety Protocols.

Management 145

Management Self Service Multi-Channel Video 145

Solvvy

SEPTEMBER 17, 2022

Podcast and webinar recordings. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions. Infographics.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

UJET

MARCH 22, 2021

Changes in Consumer Behaviors. Today, we see smartphones in the hands of over 80% of consumers, we spend on average more than 5hrs / day on our phones. The second significant change to consumer behavior is a little more recent. It’s about the service you provide and the availability of that service. 5hrs / day.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Circular Edge

OCTOBER 30, 2020

Ways to Use Orchestrator for System Admin Functions , Tonio demonstrated how the latest innovations can help empower System Admins and CNCs to automate repetitive, manual & time-consuming IT activities while delivering the highest quality of service to the business. Cerberus : Self Service Password Reset Tool for JDE.

Resources 52

Resources Self Service Case Study Innovation 52

Tricia Morris

MAY 28, 2015

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Customer Care 40

eGain Blogs

MAY 18, 2022

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. They serve 25 million users via self-service every year. So what’s the common element here?

Self Service 90

Self Service Government Case Study ROI 90

ChurnZero

AUGUST 14, 2020

The tool is used to facilitate and track interactions between support agents and customers via live chat, social media, phone, and email (often ticketing) as well as to create knowledge bases and other self-service customer help resources. Customer Support/Service or IT Operations. Webinar Software. Who owns it?

Software 87

Software Customer Success NPS Net Promoter Score 87

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 40

Interaction Self Service Customer Service Report 40

SurveySensum

SEPTEMBER 5, 2023

Improve the Process with Onboarding Surveys: Utilize surveys to gather feedback on the onboarding experience. Use survey data to make data-driven enhancements to the onboarding process, continually refining and optimizing it for better user engagement. Empower customers with self-service help for quick issue resolution.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Gainsight

JANUARY 12, 2021

As a result, the customers we work with tend to be aspirational, a self-service, scrappy group. Our customers want to sell online then capture and maintain consumer attention. They want to understand how they can lean into the marketplace style of selling, similar to Amazon, which has become the consumer standard.

e-support 59

e-support Self Service Meeting Customer Success 59

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Consumer Experiences in The Digital World.

Tips 81

Tips Self Service Contact Center Call Center 81

Playvox

FEBRUARY 16, 2024

Traditionally organizations invested in manual processes and quality teams to gather data about customer interactions, listening to and scoring a random small (less than 2 percent) sample of calls or sending feedback surveys, leading to insufficient actionable insights.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Verint

APRIL 3, 2018

April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. Defining the Human Age: A Reflection on Customer Service in 2030. April 12 Webinar with Professor James Woodhuysen. April 24 Webinar with Forrester, Dell and Novo Nordisk. April 26 Webinar with CRMXchange. Customer Interview Series.

Self Service 34

Self Service Analytics Customer Engagement Trends 34

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. Customer Satisfaction measures the level of loyalty from the consumer base.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

ShepHyken

AUGUST 1, 2017

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode. Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff.

Omni-Channel 74

Omni-Channel Self Service Customer Service Representative Study 74

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools. They are critical to your success.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

2020 Research

NOVEMBER 22, 2022

Schlesinger Group recently held a live webinar to share on all things related to first-party data: its value to brands in relation to third-party data, how to collect and leverage it, and why its future is so bright. In this webinar, Isaac and Ellie take turns explaining why that may not be such a bad thing.

Data 52

Data Self Service Groups B2B 52

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? But how does employee self-service knowledge separate the best from the rest? And that’s just a start to how self-service knowledge can impact profitability, which stems from greater overall…. Here are seven key ways: 1.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. This metric should not be used as the only measurement for customer service knowledge effectiveness.

Metrics 40

Metrics Measurement Self Service Customer Service 40

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . This trend is being driven by the proliferation of digital channels and consumer demands for seamless omnichannel experiences. Ready to prepare your contact center for the future?

Contact Center 79

Contact Center Trends Omni-Channel CRM 79