CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Perfectly-timed customer engagement – The window between customers thinking about switching and actually doing so has become shorter.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Here are six areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

DECEMBER 11, 2015

Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JANUARY 6, 2016

What are the 4 key attributes of successful customer engagement? Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. To find out more click here. What are the factors affecting channel choice? Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

This means that retailers need to focus on ensuring that they provide all the information a customer needs online to quickly make a buying decision, whatever device they are using. So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically.

Self Service 48

Self Service Brands Social Media Contact Center 48

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Wireless Customer Service CRM 40

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. The self-service kiosks they were rolling into restaurants.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. The Internet makes finding and switching to a competitor easier than ever.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Hire a happiness hero, customer champion or happiness engineer. (2) Ray” Wang.

CRM 40

CRM Customer Focused Self Service Conference 40

CSM Magazine

JANUARY 12, 2021

Do they centre around increasing customer engagement? Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Established in 2014, EBI.AI Are your goals financial in nature, involving cost savings or revenue targets?

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” That includes customer service equipment that meets top security standards.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

Natalie Petouhof

JULY 16, 2015

The value great customer service and customer experience has long been an underestimated value proposition in companies- even though people like me have created dozens of customer service and customer experience / social and digital media ROI models.

Analytics 40

Analytics System Customer Service Customer Experience 40

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014.

Omni-Channel 40

Omni-Channel Banking Multi-Channel Self Service 40

SmartKarrot

JANUARY 18, 2022

The real-time data provided by VTION provides valuable insights that help marketers and advertisers understand customer behaviors. Found by Girish Mathrubootham and Shan Krishnasam in 2010, Freshworks specializes in providing SaaS customer engagement solutions to businesses of all sizes. Freshworks.

Company 11

Company e-support Customer Journeys CRM 11

ProProfs Chat

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. Takeaway: Customers today have higher expectations from brands.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Martin Hill-Wilson

MAY 27, 2015

People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Nearly all mobile phone users are sending text messages ( 90% in 2014, compared to 70% in 2005). How likely is mobile consumed self service?

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Martin Hill-Wilson

JUNE 8, 2015

Forrester notes this is the year when more US consumers are using self-service systems and FAQ pages on company websites than are calling the contact centre. This makes web based self help the current top digital channel. Self service is not just being driven by younger, supposedly more tech-savvy consumers.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Avaya

OCTOBER 25, 2017

Chase customers use ATMs for 90% of withdrawals and 60% of deposits, yet still primarily cash checks with tellers. As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. Three years later, an impressive 99% of customers rate the bank’s video service as “excellent.”.

Banking 58

Banking Innovation Brands Self Service 58

Bold360

NOVEMBER 21, 2016

We want the customer to visit our website and be able to read reviews from past customers, both negative and positive, so they know what to expect when they schedule a service with us. Global Gurus ranked him both in 2014 and 2015 as the #1 keynote speaker in the world on customer service. Nicholas Webb.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40