Happy or Not

OCTOBER 1, 2024

As a company that values delivering exceptional customer experience (CX), we couldn’t think of a better day than today to celebrate by launching our first-of-its-kind retail report , Retail’s Biggest CX Trends in 2024. Download the full report here: Retail’s Biggest CX Trends in 2024 Report. Curious to learn more?

Retail 36

Retail Apparel Report Trends 36

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. Techniques to optimize staffing. Improve agent utilization. Use automation as a force multiplier.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Gainsight

OCTOBER 3, 2024

If your staff is regularly spending time addressing basic questions, it’s time to evaluate potential automated solutions. Extended Response Times If your clients are experiencing longer wait times for assistance, it can create frustration and detract from their overall experience. Learn More Ready to get started?

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Gainsight

OCTOBER 3, 2024

If your staff is regularly spending time addressing basic questions, it’s time to evaluate potential automated solutions. Extended Response Times If your clients are experiencing longer wait times for assistance, it can create frustration and detract from their overall experience. Learn More Ready to get started?

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Report 100

Report Data Wait Times Effort Score 100

Comm100

MARCH 7, 2023

To access all the results and data from the survey, download the report. Higher Education Admissions Report – Prospective Student Survey Discover what prospective students really want during the pre-enrolment phase and how your engagement strategy can sway them into choosing your school. Are they open to using chatbots?

Survey 183

Survey Chatbots Wait Times Report 183

InMoment XI

APRIL 24, 2024

An omnichannel contact center strategy enables the creation of superior patient care by seamlessly integrating various communication channels. Expand Your Contact Center Strategy If you operate a contact center, chances are you’re collecting data from various channels like calls, chats, social media, and surveys.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

ECXO

OCTOBER 23, 2024

Gone are the days of lengthy wait times or generic responses. By leveraging AI-driven chatbots, businesses can offer personalized support at scale, reducing customer wait times and enhancing overall satisfaction. Result : Sephora reported an 11% increase in sales per visit after implementing AI-driven personalization. ·

Customer Success 193

Customer Success Customer Service Chatbots Banking 193

InMoment XI

AUGUST 14, 2024

This deeper understanding helps businesses make more informed decisions and tailor their strategies to meet customer needs. For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care. Generative AI prompts can elicit more valuable patient feedback for better analysis.

Feedback 260

Feedback Customer Experience Social Media Hotels 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JANUARY 4, 2024

Here are strategies to enhance the digital customer experience: 1. Ensure intuitive navigation, quick loading times, and a seamless checkout process. Here are strategies to enhance the in-store retail experience: 1. Efficient Checkout Process Streamline the checkout process to minimize wait times and enhance convenience.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Comm100

MARCH 13, 2023

Higher Education Admissions Report – Prospective Student Survey Discover what prospective students really want during the pre-enrolment phase and how your engagement strategy can sway them into choosing your school. Read more Report 1. You can download the survey results for free below.

Chatbots 206

Chatbots Survey Social Media Report 206

UJET

FEBRUARY 24, 2020

Their knowledge benefits customers in real-time. Instead of customers experiencing wait times for research or delays because of internal communications between support and product teams, the agent can improve resolution because they are subject matter experts. Apply a Channel-Agnostic Support Strategy to Specialized Agents.

Strategy 101

Strategy Communication Wait Times Customers 101

UJET

APRIL 1, 2020

Instead of offering a great customer experience, agents spend more time triaging as quickly as possible so customers aren’t stuck on hold. Supervisors should be using customized queues, based on support data reports, to manage incoming requests. Accurate Wait Times. It doesn’t matter what channel you contact support from.

Tips 100

Tips Wait Times Self Service e-support 100

InMoment XI

JULY 11, 2024

This allows companies to enhance their customer service, marketing strategies, and overall operational efficiency. Share Insights: The final step is generating reports and dashboards that present the insights in an easily digestible manner. What is Contact Center Speech Analytics?

Analytics 260

Analytics Contact Center e-support Healthcare 260

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

Government 207

Government Communication Self Service How To 207

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. For a more detailed analysis, be sure to download our comprehensive white paper and industry report.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

BirdEye

MAY 4, 2021

Let’s break down 6 Experience Marketing strategies that you can use to delight patients and grow revenue. Strategy #1: Meet your patients where they are. Strategy #2: Build social proof across the Internet. Send review requests via email and text: Asking for reviews in-person is not an effective strategy.

Healthcare 106

Healthcare Strategy Marketing Social Media 106

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. Personalize the customer experience.

Insurance 260

Insurance Customer Satisfaction Customer Experience Strategy 260

Comm100

JUNE 27, 2023

Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress. This creates significant backlogs and wait times, which ultimately affects the quality of care. This creates significant backlogs and wait times, which ultimately affects the quality of care.

How To 130

How To Wait Times Resources Chatbots 130

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. They also enjoy vast operational benefits.”.

Data 135

Data Chatbots Wait Times Effort Score 135

COPC

JUNE 24, 2024

Despite massive investments in CX technologies and strategies, scores have reached an all-time low, with 39% of brands experiencing a notable decline. Staffing shortages and supply chain disruptions further exacerbate these challenges, leading to longer wait times and reduced service quality.

Self Service 79

Self Service Customer Experience Effort Score Net Promoter Score 79

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. One of the primary benefits of AI is its ability to reduce wait times through AI-driven call routing.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

UJET

APRIL 1, 2020

Instead of offering a great customer experience, agents spend more time triaging as quickly as possible so customers aren’t stuck on hold. Supervisors should be using customized queues, based on support data reports, to manage incoming requests. Accurate Wait Times. It doesn’t matter what channel you contact support from.

Tips 82

Tips Wait Times Self Service e-support 82

CSM Magazine

NOVEMBER 16, 2022

Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards. Authorizing the customer service team to initiate certain actions, such as refunds or customer data changes, can reduce wait times, call times, and increase customer satisfaction.

Customer Service 52

Customer Service Strategy NPS Customer Satisfaction 52

Comm100

MARCH 23, 2022

The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. Unlike phone support that comes with long wait times and frustrating IVR, live chat allows members to quickly reach out and receive the answer to their problem in real-time. We love our chatbot.

Chatbots 238

Chatbots Social Media Banking Omni-Channel 238

Kustomer

JULY 1, 2020

Read on for the findings from our research, and for strategies to achieve efficient customer service without compromising the customer experience. It comes as no surprise that the vast majority of respondents reported a need to be more efficient. The Efficiency Mandate.

Report 52

Report Self Service Policies Tools 52

CX University

MAY 13, 2024

A Forrester study found that the automation of customer service processes can reduce handling times by 60%. Chatbots can instantly respond to common or basic customer inquiries, reducing wait times and improving the overall customer experience.

Chatbots 52

Chatbots Customer Experience Wait Times Study 52

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Hold Queues : Ensures calls are answered promptly, minimizing wait times. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Need for improved customer retention strategies.

Survey 165

Survey Customer Service Social Media Telecommunications 165

NobelBiz

AUGUST 27, 2024

This approach enhances the overall customer experience by minimizing wait times and increasing the chances of resolving issues during the first call. Sophisticated algorithms quickly process this information, assisting real-time routing decisions. Advantages and Strategies for Contact Centers.

Contact Center 52

Contact Center Call Center System First Call Resolution 52

Think Customers

MARCH 21, 2023

We found that agents demonstrating empathy—and the person feeling that impact—has twice the impact on loyalty than shorter wait times. People would rather wait longer on hold to get an empathetic experience,” said Brad Anderson, president of products and engineering at Qualtrics.

Report 52

Report Airlines Healthcare Transportation 52

Experience Investigators by 360Connext

NOVEMBER 16, 2018

One thing we predict will not change for a long time is the need to reduce customer effort. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. It’s not just the time, it’s the fact that our customer had to call in because he or she had a problem. Which will fade away?

Customer Journeys 236

Customer Journeys Contact Center Wait Times Trends 236

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. Wait Time: 35 Seconds. What can you do to reduce wait time? The industries that excelled and the industries that struggled.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

LiveChat

OCTOBER 31, 2019

Thankfully, with the use of automation technologies, you can eliminate time-consuming and error-prone manual processes while leveraging a large amount of customer data to deliver a responsive and personalized customer experience. 4 automation strategies to improve customer loyalty. Marketing automation. Online chat.

Loyalty 57

Loyalty Omni-Channel Strategy Call Center 57

Uniphore

DECEMBER 17, 2021

In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. The authors of the report state that “sadly, brands failed to excel in this area. 68% of members reporting a positive experience.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Comm100

JULY 4, 2023

You can best demonstrate impact by measuring against business outcomes – but you’ll need a robust reporting suite to help you do this. When selecting a chatbot vendor, understand what kind of reporting and analytics they offer.

Chatbots 130

Chatbots How To Measurement Report 130