Bold360

JANUARY 5, 2017

While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

ShepHyken

JULY 31, 2020

By controlling the tab on which the user is asking for help, you can bring in more interactivity and humanize customer relationships. Indeed, it results in higher customer satisfaction, as 78% of customers said they were better served through co-browsing as opposed to 47% for self-service support.

Customer Experience 110

Customer Experience Customer Service Net Promoter Score Self Service 110

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ShepHyken

JULY 22, 2016

In a Gartner analysis of the guiding principles of CRM, Michael Maoz writes that a complete and viable customer service strategy requires leadership at the top to not merely implicitly approve of customer-facing strategies, but to actively promote them through the investment of substantial resources as well as through leadership.

Customer Journeys 48

Customer Journeys Software Self Service Feedback 48

Tricia Morris

JANUARY 29, 2016

To embrace customer engagement principles, organizations must continue to offer strong process and policy needed to respond to customers, but must augment this approach by adding proactive and personalized options that a customer may not even know about to enrich their connection with the organization.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

SurveySparrow

OCTOBER 1, 2023

Think of it as a premium service where you’re treated with extra care and attention, ensuring that you have a hassle-free and enjoyable experience. After all, good customer service leads to exceptional customer experience ! Personalized Onboarding Imagine you’ve just signed up for a complex software service.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

CSM Magazine

APRIL 28, 2022

Responding to Instagram questions and comments enables your brand to strengthen relationships with its followers, increase sales, and ultimately expand its reach and reputation. Here are some practical techniques for impressing your customers and increasing your sales on this visual social network. About the Author.

Customer Service 52

Customer Service Management Self Service How To 52