Magellan Solutions

NOVEMBER 29, 2018

Clarabridge, an American software company, surveyed 2,400 consumers (with ages ranging from 18 to 50) in the United States about their bank experiences and found out that 67 percent of bank customers placed a customer service call to their bank. Resolving their customers’ issues alone is not enough.

Call Center 45

Call Center Banking Customer Service Return on Investment 45

Kayako

JULY 28, 2022

When looking at actual customer behavior, the opposite is true. According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Help Scout

APRIL 16, 2019

Still, few businesses have mastered the art of providing service through online channels. Many customers are left underwhelmed, with one study showing that 77% of customers reported a bad experience in the last year. Great customer service is about meeting and exceeding customer expectations.

Self Service 40

Self Service Training Customer Expectations Interaction 40

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177