Interactions

JUNE 24, 2021

Even with great technology, we still see some brands missing the mark on key traits that are needed to fulfill customer expectations. If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!).

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Inbenta

SEPTEMBER 12, 2022

No matter the day or time, customers expect quick answers and most importantly the fastest resolution of their issue. Otherwise, you can expect time on site to free fall, as well as crazy bounce rates. Self-service automation tools are the best ally of support teams. Download our Ebook for free!

Self Service 52

Self Service How To Chatbots eBook 52

Interactions

SEPTEMBER 18, 2020

Conversational AI enables easier communication between businesses and their customers. The implementation of a Conversational AI application, like an Intelligent Virtual Assistant (IVA), can enable automated self-service such as real-time tracking, outbound notifications, and offer a personalized omnichannel experience to every customer.

Self Service 71

Self Service Competitive Advantage eBook Omni-Channel 71

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality.

Contact Center 123

Contact Center Call Center Self Service Chatbots 123

Qualtrics

APRIL 27, 2020

Whilst it is true that human interaction holds more importance in some industries than others - particularly highly complex or high-risk areas such as healthcare or financial services - in reality, technology has only ever existed to facilitate customer needs. Happy customers mean a happy workforce.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

ProProfs Chat

AUGUST 28, 2020

Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand. In this article piece, we aim to learn: What are customer expectations.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. What Is Customer Satisfaction Score (CSAT)? CSAT is flexible and highly customizable.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. My interactions with the fruit seller were authentic and friendly, and he answered all my questions. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Kustomer

JUNE 7, 2023

Customer experience is inclusive of any aspect of a business that affects how a customer feels. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. How did that experience make you feel?

Trends 84

Trends Self Service Customer Experience e-support 84

Inbenta

JANUARY 17, 2022

Times have changed, businesses have adapted and consumers have higher expectations than ever. This has a direct impact on customer service. As the focal point of interactions between consumers and businesses, customer service teams must be constantly evolving to cater to new demands.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Comm100

APRIL 25, 2018

Now, the Richmond Telephone Company is definitely not significant in terms of a customer base – staff can recognize specific callers purely by their voice! The relationships built between the staff and customers at the Richmond Telephone Company often see customers stopping by the office to pay bills instead of mailing them.

Self Service 100

Self Service Company How To Effort Score 100

Kayako

SEPTEMBER 1, 2016

As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. And these moments occur across two types of channels: Self-service channels. Personal service channels. These resources make up your self-service channels.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Comm100

JUNE 13, 2018

Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Amazon has been pushing the boundaries of what is possible for e-commerce and changing customer expectations in the process. Enable and Encourage Self-Service. It’s All About Shipping.

Tips 133

Tips Self Service e-support Social Media 133

TeamSupport

DECEMBER 7, 2018

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Click here to download our eBook on mastering self-service with B2B customers!

Industry 74

Industry Self Service Chatbots Customer Service 74

CSM Magazine

MARCH 15, 2023

We’re finding that one of the biggest CX challenges that our clients face is working out exactly how to capture, organise and act on the potentially billions of data points that are generated as a result of different customer journeys. Find out more by downloading our new Data eBook, How Data Powers Excellent CX Delivery For Advisors.

Data 52

Data Self Service CRM Groups 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

MARCH 18, 2021

Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualised home-working teams while meeting rising customer expectations have accelerated the rate of change. Strengthening your business case for cloud should start with people, the bedrock of great customer service.

Self Service 52

Self Service eBook Omni-Channel Analytics 52

Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Remove agent pain points by collecting feedback to see what systems could be improved so that agents will come across less friction when serving customers. Social Messaging Will Gain Renewed Importance.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102