Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. The post Stop Hiding from Your Customers: Changing Self-Service for the Better appeared first on Bold360.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Vonage

AUGUST 11, 2015

Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential. There are plenty of statistics that can give you an insight into the power of good (or bad) customer service. Here are ten facts and what they mean for your contact center.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Blake Morgan

OCTOBER 31, 2022

It has been the most popular way to measure customer experience, but it’s arguably outdated. When it was created it didn’t account for the explosion of digital customer experiences. As customers’ preferences change and brands adjust their CX strategies, metrics have never been more critical.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

ShepHyken

JANUARY 31, 2022

My Comment: Here’s a popular headline I’ve been reading for several months: Customer Loyalty Is Up For Grabs. Many companies/brands in the past two years have not kept up with their customers’ changing demands and expectations. This short article has several ideas on how to serve disloyal customers. Thank you, Engati!

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

Blake Morgan

JUNE 16, 2023

One of customers’ top demands is self-service. Self-service allows customers to get the assistance they need on their schedules instead of having to wait on hold for a contact center agent. Those insights were foundational in providing a smoother, proactive digital experience.

Self Service 59

Self Service Chatbots Contact Center Video 59

Blake Morgan

NOVEMBER 8, 2022

Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands. But as buying habits changed, the company converted its stores to inventory-free showrooms and became a completely DTC brand.

Innovation 59

Innovation Competitive Advantage Customer Centricity Social Media 59

Blake Morgan

JULY 29, 2023

In challenging economic times, pinpointing customers’ exact needs and providing hyper-personalized experiences is critical—and that comes from having a robust data strategy. Upskilling Employees As technology and customers change, customer experience teams and contact center agents must also adapt with new skills and mindsets.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. The key is being able to openly share customer data across all teams, processes and customer touchpoints.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Even if your customer changes region (i.e.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Implementing customer change programmes.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Kustomer

JUNE 17, 2021

I think it goes back to the very nature of looking at a contact center customer experience team, a call center. And that, I think, ties to a very antiquated way of thinking about how you do business with your customer. I mean, you play a bulk here as a CX leader and you had executive experience. Why is this?

Sales 99

Sales Employee Experience NPS Banking 99

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Employees and How to Take On the New CX World.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Qualtrics

FEBRUARY 21, 2020

When we asked customers which aspect of banking most needed improvement, 15% identified finding a convenient branch location as the most problematic, while 9% selected using online self-service and resolving a customer service issue. 3) Rapidly adapt to changing needs and expectations.

Banking 36

Banking Industry Customer Experience Customer Journeys 36

Eptica

OCTOBER 26, 2015

This isn’t always the case – the 2015 Eptica Multichannel Customer Experience Study found that just 11% of companies delivered the same or similar answers through multiple channels. Don’t make customers change channels unnecessarily by ensuring that you deliver joined-up, multichannel service.

Customer Service 48

Customer Service Self Service e-support Retail 48

Answer Dash

JANUARY 9, 2019

Digital transformation is the new normal, as every company must be able to evolve and pivot as the customer changes, and so does the digital environment. Allstate uses a chatbot named Amelia to assist its employees in their customer interactions. That’s not the case. Digital transformation is here to stay because it works.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Comm100

FEBRUARY 22, 2018

Is it supposed to further your company’s marketing outreach by providing customers with a useful service, such as health tips, recipes, or investment recommendations? Or is it a “level two” Chatbot designed to perform more advanced functions, such as help customers change their passwords, or even place orders.

Chatbots 113

Chatbots Customer Journeys Knowledge Base How To 113

Comm100

FEBRUARY 22, 2018

Is it supposed to further your company’s marketing outreach by providing customers with a useful service, such as health tips, recipes, or investment recommendations? Or is it a “level two” Chatbot designed to perform more advanced functions, such as help customers change their passwords, or even place orders.

Chatbots 101

Chatbots Customer Journeys Knowledge Base How To 101