Comm100

AUGUST 8, 2022

As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space. Reinforcing this, a 2022 research study found that 72% of an organization’s customer interactions are now digital.

Chatbots 209

Chatbots Customer Service Knowledge Base Social Media 209

CSM Magazine

MAY 19, 2022

However, a recent report from Citizens Advice shows that in fact most are allowing standards to fall as call-waiting times shoot up and websites crash under the strain. When our customers reach out to us, we must ensure we’re there to help. Inviting feedback and using criticism to improve drives us forward.

Self Service 52

Self Service Wait Times Training Customers 52

Comm100

NOVEMBER 13, 2022

With AI powering their responses, bots can improve their responses over time based on customer confidence in their answers. This is known as machine learning, since the bot can develop stronger answers over time according to real-world feedback. However, not all customer interactions are created equal.

Chatbots 130

Chatbots Software Self Service Wait Times 130

InteractionMetrics

APRIL 16, 2024

How is it that companies implement customer experience initiatives, yet customers don’t feel the love? If you misunderstand the customer experience, any strategy to improve it will fall short. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc., What’s the missing link?

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

BlueOcean

JANUARY 6, 2020

The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. As long as there’s responsive feedback (more on this below) and eventual resolution, they’re happy no matter which channels they interact with. Interaction and care. Speed and flexibility.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177