InMoment XI

JANUARY 2, 2023

Essentially, CES advocates believe that when it comes to customer service or support, “effortlessness” is the most relevant attribute of customer satisfaction. In fact, Technology Services Industry Association (TSIA) customer experience research confirms that exceeding customer expectations results in little change in loyalty.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 100

Customer Expectations Tips Management Policies 100

TechSee

JULY 28, 2022

Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 Customers do not want to have to repeat themselves.

Chatbots 109

Chatbots Self Service Interaction Wait Times 109

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. McKinsey shows that two-thirds of buyers prefer remote human interactions or digital self-service.

B2C 98

B2C B2B Self Service e-support 98

Kustomer

JUNE 7, 2023

We help businesses of all sizes connect with customers the same way they do with family and friends, on the channels of their choice, by delivering a messaging-first experience that builds trust and strengthens customer loyalty. Download our CX trends ebook today and unpack the tips and tricks that can transform your organization.

Trends 84

Trends Self Service Customer Experience e-support 84

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Our expectations about every facet of life have changed and, with so much uncertainty, consumers have never needed good customer experiences as much as now. Automation.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

TechSee

AUGUST 17, 2022

Early adopters of remote visual assistance technology and computer vision AI during this period found that it was not just an operationally practical solution, but an essential part of a better customer experience. Major brands worldwide are implementing visual technology to differentiate their service experience.

Loyalty 109

Loyalty Report Self Service Poor Customer Service 109

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Alliance by IFS

OCTOBER 1, 2019

But how do you ensure that all these service delivery participants have exceptional experiences with your FSM applications? For customers, it means having convenient self-service tools that empower them to help themselves. With a solid self-service strategy in place, everyone wins.

Self Service 81

Self Service Conference Video Social Media 81

Kustomer

APRIL 14, 2022

Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient.

Examples 98

Examples Customer Service Self Service Chatbots 98

Alliance by IFS

OCTOBER 11, 2018

To learn more, download this special report from Field Technologies: The full report includes helpful articles, such as: Mobility Is A Field Technician’s Lifeline. Today’s Customers Expect Visibility And Self-Service Capabilities. Optimized Scheduling Has Become A Necessity.

Technology 72

Technology Self Service Customer Experience Report 72

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Tricia Morris

OCTOBER 1, 2015

No matter the customer’s location, the survey showed that the most satisfying service experiences are about a key customer engagement currency – value for time: The above response also related directly to consumers’ expectations for increased self-service options. Download the Full Report.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives.

Self Service 52

Self Service Omni-Channel Customer Expectations Video 52

Bold360

AUGUST 18, 2020

The CEM study, Short-Term Wins And Continuous Optimization: The Roadmap To Customer Engagement Success , makes it clear that your CEM matters a great deal to your employees, customers and your bottom line: “Customer expectations continue to evolve, and so too must [your] customer engagement practices to meet key CX and business goals.”.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

CSM Magazine

NOVEMBER 14, 2023

Modern self-service tools such as self-service scheduling apps help improve engagement, performance, and satisfaction. Learn how to activate your agents of the future by downloading Calabrio’s latest report or visit www.calabrio.com. Don’t get left behind.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Eptica

APRIL 8, 2020

However, given that the same companies are being asked the same routine questions as in previous years, falling levels of performance point to issues with resources as businesses struggle to cope with increasing contact volumes and greater consumer expectations. Why you must map your channel strategy to your customer demographics.

Self Service 79

Self Service Customer Service Social Media Study 79

Eptica

FEBRUARY 28, 2020

Stalwarts such as the telephone, email and the web have been joined by the likes of chat and social media, all putting pressure on brands and their resources to meet changing customer expectations. But which channels do customers actually want to use, and when? 45-54 year olds: The most likely to use chat.

Consumers 72

Consumers Self Service Engagement Social Media 72

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. About the Author.

Technology 59

Technology Self Service Average Handle Time Analytics 59

Comm100

MAY 31, 2016

If your return policy has a lot of terms and conditions, create a test that your support staff must pass before assisting customers. Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies.

Retail 107

Retail Self Service How To Policies 107

Eptica

MARCH 26, 2020

Date: Thursday, March 26, 2020 Author: Pauline Ashenden - Marketing Manager Why you must map your channel strategy to your customer demographics. Author: Pauline Ashenden - Marketing Manager Customer expectations are continually rising – particularly when it comes to the service they receive from businesses.

Self Service 72

Self Service Strategy Social Media Groups 72

Inbenta

DECEMBER 7, 2021

Digital transformation has altered how companies engage with their customers, mainly because technology has changed how these customers behave. These behavioral shifts have also altered customer expectations towards how brands should support and engage with them.

Self Service 52

Self Service Tips e-support Chatbots 52

Kustomer

JUNE 7, 2022

Our research shows that nearly 90% of customers are frustrated when they can’t contact a company on the channel they prefer. That shouldn’t be a surprise—we all know customers want what they want. Omnipresent, Guided Self-Service. Every customer wants to feel like they are known, respected, appreciated, and well-served.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

Comm100

APRIL 25, 2018

In the book “The Effortless Experience: Conquering the New Battleground for Customer Loyalty,” the authors argue that creating exceptional experiences at single points will not guarantee customer loyalty. When customers initiate an interaction with a company, they become four times less loyal towards the company.

Self Service 101

Self Service Company How To Effort Score 101

Kustomer

JANUARY 19, 2021

That’s why we are so excited to introduce our newest version of the Kustomer Chat platform with AI chatbots powered by rich customer data to help businesses deliver highly-responsive, smart, and personalized support at a fraction of the cost of traditional channels. Brand New Kustomer Chat Platform Packed With Features. About Kustomer.

Self Service 80

Self Service Chatbots Omni-Channel Multi-Channel 80

Retently

OCTOBER 18, 2022

Effective self-service. Although they appreciate traditional service channels (phone, email, regular mail, etc.), most actually prefer to use self-service tools – at least in the first instance. Amazon has carefully refined its service processes, making many of the key operations available to customers.

NPS 88

NPS Self Service Ecommerce Effort Score 88

Method:CRM

APRIL 11, 2023

Image credit: Xero The best part is that your customers’ payments are safe since Xero provides multiple layers of security. Let customers self-serve Today, customers expect to be able to get things done quickly. The Xero customer portal is designed to make self-service easy.

How To 94

How To Self Service Wait Times Banking 94

Solvvy

SEPTEMBER 17, 2022

A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. And it can save you money.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

CSM Magazine

FEBRUARY 7, 2023

From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. They can detect customer frustrations and then alert an agent or supervisor to call them back later in the day. Think about the end-to-end customer journey.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. The pandemic has also revealed how agents are typically the preferred option to self-service solutions.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. Download Now.

Strategy 103

Strategy Self Service Knowledge Base Call Center 103

PK

SEPTEMBER 4, 2019

81% of buyers indicate that the experience a company provides is as important to them as its products and services. They expect an Amazon-like experience with a high degree of self-service and personalized offers, and they are ready to take their business elsewhere if their needs are not met.

B2B 73

B2B Self Service Chatbots B2C 73

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Kustomer

JULY 22, 2020

The question becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers? Read on to learn what customers expect, and how to deliver with smart strategies and smarter technology. Customer Expectations During the Holiday Season.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64