Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

GetFeedback

MAY 9, 2018

Customer satisfaction ratings are also higher for live chat than for other forms of customer service. 73% of customers say they were satisfied with the service provided through live chat, compared to 53% through a mobile app. Offer excellent self-service content. Rinse and repeat. Create dynamic support content.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Joe Rawlinson

AUGUST 9, 2017

IBM’s findings also recommend making more use of technology to add value to customers’ interactions with your e-commerce business. Adding self-service options such as an online knowledge database can boost your customers’ satisfaction with their online experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. In some cases they might even disrupt how certain services are bought and the strategic alliances that support them. These days it’s a powerful self service interface.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 131

Knowledge Base Self Service Contact Center e-support 131

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. People want a human interaction, they want to know they’ve been heard. We’ve gone from transactional interactions with customers, to relational interactions with customers. Be human in your interactions.

Self Service 120

Self Service Handbook Social Media Customers 120

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Customers That Stick

JANUARY 19, 2015

__. Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays. Volume 36: October 2014 – The Omnipresent Customer: Customers want to talk with us where they want to talk with us, and they want the experience to be seamless across channels. Give them what they want.

Self Service 60

Self Service Competitive Advantage System Communication 60

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Examples 75

Examples Self Service Wireless Call Center 75

Bold360

OCTOBER 27, 2016

Well, long story short, now we know – While Vine measures a view as having watched an entire video (which last up to all of six seconds) and YouTube clocks in at 30 seconds, since 2014 Facebook has felt that a mere three seconds was enough to consider a video as “viewed”.

Metrics 93

Metrics Customer Service Marketing Self Service 93

Tricia Morris

JUNE 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. Give customers the information they want.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Eptica

AUGUST 19, 2015

This would seem to put the need for the human touch at the heart of customer service. At the same time companies face a major challenge in scaling to successfully respond to the growing number of customer interactions , across a widening range of channels. Providing this is not always straightforward for agents.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Are they both? Are they neither?

Banking 60

Banking Customer relationships Self Service Financial 60

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Eptica

OCTOBER 6, 2015

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. Improve self-service Making it easier for customers to access their account details and to find routine information has a dual benefit.

Self Service 48

Self Service Customer Service Social Media Contact Center 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. Consumers want to interact on new channels. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

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. His previous enterprise IT career was with Siemens, Germany, and Cap Gemini, UK.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

DECEMBER 11, 2015

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%. 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.

Self Service 48

Self Service Customer Service Social Media Retail 48

CSM Magazine

MAY 24, 2021

But high-touch can mean high-cost: according to Harvard Business Review , the average cost of a live support interaction (phone, email, chat, etc.) Gartner reports that 40% of live support interactions could be resolved in self-service channels. It’s because many of these self-service options simply don’t work.

Self Service 52

Self Service eBook Customers ROI 52

CSM Magazine

AUGUST 5, 2020

For example, at one organisation in the West Midlands, the average cost-per-serve for face-to-face meetings with residents is £6.90, for telephone interactions it is £4.02 and amazingly, it costs only 15p for web self-service. Established in 2014, EBI.AI About the Author. Henry Jinman is Commercial Director of EBI.AI.

Government 52

Government Self Service Chatbots Automotive 52

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. Augmented Shopping Experiences.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Education Services Group

FEBRUARY 3, 2021

Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S. The untapped potential of community platforms.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Elevio

NOVEMBER 13, 2017

Some stats for the data lovers out there: Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service. Self-service usage increased from 67% in 2012 to 76% in 2014. 40% of customers prefer self-service to human contact. Forrester ). Forrester ).

Company 81

Company Self Service System Tools 81

Customer Bliss

MARCH 30, 2017

Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them. The self-service kiosks they were rolling into restaurants. In 2014, in the middle of a budget year, they were able to get $4.4

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Cision’s negative point?

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Bold360

DECEMBER 4, 2016

But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous. Integrate a qualitative automated customer self-service solution. Don't lose your travelers to another site this season- download our free white paper to ramp up your customer service!

Omni-Channel 40

Omni-Channel Call Center Travel Self Service 40

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home.

Innovation 84

Innovation Consumers Customer Service Representative Connections 84

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). Interaction based e.g. social network updates.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Eptica

NOVEMBER 1, 2017

The number of social interactions is impacting performance Over half of Britons are now on Facebook (78% use it regularly) and around 5 million tweets are shared every day on Twitter. With people spending so much time on these sites, it’s only natural that they find it convenient to use them to interact with brands.

Brands 49

Brands Customer Experience Self Service Social Media 49

CSM Magazine

JANUARY 12, 2021

Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. About the Author.

Self Service 52

Self Service Average Handle Time Automotive Transportation 52

CSM Magazine

OCTOBER 6, 2020

Global research from Capgemini reflects this sentiment, revealing that 62% of consumers would place higher trust in an organisation whose AI interactions they perceive as ethical. Established in 2014, EBI.AI For more ideas and to learn from real-life success stories, visit www.ebi.ai. About the Author.

Consumers 52

Consumers Insurance Self Service Automotive 52

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Though it’s a bit of a different process on the front end, after the customer sends their initial message, the interaction happens in email just as it normally would. That said, there are a few popular shared inbox choices.

Knowledge Base 66

Knowledge Base Social Media Self Service Tools 66

Tricia Morris

AUGUST 21, 2015

Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. An Equal Investment Must Be Made in the Right People: “Cheaper is not better when it comes to people, and that’s true across customer service, marketing and sales. No technology can replace that.”

CRM 40

CRM Customer Focused Self Service Conference 40

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. And agents can navigate the nuances of human inquiry and interaction better than bots can.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122