Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . Time is money.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Changing Consumer Behavior. This month, we investigated just how much consumer behavior has changed since the pandemic.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. But this creates its own concern, as consumers are continually using more devices in more ways to access support. Doing so reduced its in-app voice wait times by 50%.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

CSM Magazine

FEBRUARY 4, 2022

CSA Research found that 75% of consumers surveyed in 29 countries said they are more likely to purchase the same brand again if the after-sales care is in their language. The main selling points for companies are that chatbots tend to be more cost-effective and efficient.

Customer Experience 52

Customer Experience Chatbots Call Center Knowledge Base 52

UJET

MARCH 22, 2021

Changes in Consumer Behaviors. Avg time spent on our phones. 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. Own a smartphone. 5hrs / day. Human interaction has evolved.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82