TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Shoddy self-service.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. People begin searching for new products and services online and will order new service online. Are you ready?

Self Service 60

Self Service Wireless Consumers Consulting 60

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

Tricia Morris

OCTOBER 19, 2015

Of the executives interviewed in the survey, 34% said their CRM spending will be sales related, 31% will be service related, and 19% will be marketing related, with 11% saying other. Knowledge is Power in Service and Support. These findings correspond with another recent survey from CEB that says 57.7%

Self Service 40

Self Service Wireless Customer Service CRM 40

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Published on: August 17, 2016. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Pointillist

MARCH 20, 2020

The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. customers were sent a Payment Request notice.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Tricia Morris

NOVEMBER 6, 2015

Microsoft general manager of service engagement Bill Patterson recently participated in an interview for a new GovLoop Customer Service Playbook for Government featuring Forrester Research Senior Analyst Rick Parrish, General Services Administration Chief Customer Officer Phaedra Chrousos, and more.

Government 40

Government Self Service Customer Service Social Media 40

Pointillist

JANUARY 19, 2022

Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Survey fatigue is growing. Whether your customers are receiving too many surveys or the surveys themselves are arduous to complete, response rates are dwindling. Your Customers Aren’t Responding.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. One feature that can help companies act on surveys is integration with CMS or customer service software. Or, you can choose a customer service.

Software 40

Software Customer Experience Company CRM 40