Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

Self Service 40

Self Service Report Retail Survey 40

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It is worth repeating the basic recipe for a 2016 Virtual Assistant. These days it’s a powerful self service interface. It was commissioned by Ann Marie Stagg and initially offered to her CCMA members.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Bold360

MARCH 9, 2017

Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Kayako

JANUARY 24, 2018

Consumers want a messaging experience over live chat. Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Kayako

SEPTEMBER 1, 2016

But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. 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. Personal service channels. You could use a helpdesk.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

Self Service 71

Self Service Company Chatbots Technology 71

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Forcivity Salesforce

APRIL 1, 2022

Fintech, or financial technology, is there to simplify the services the customers utilize. As this generation of tech-savvy consumers continues to grow, so will the demand for accessible, affordable options made available through fintech and other means. An effective customer experience provides the consumer with what they expect.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Tricia Morris

JULY 25, 2016

In Microsoft’s 2016 State of Global Customer Service Report , 44% of the 5,000 respondents across Brazil, Germany, Japan, the UK and the United States said they feel it takes them, the customer, more effort to resolve their customer service issue than it does a brand. Inability to Reach a Live Person for Support.

Poor Customer Service 40

Poor Customer Service Self Service Consumers Brands 40

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Tricia Morris

JUNE 13, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. 56% of global consumers say they have higher expectations for customer service now than they had a year ago.

Report 40

Report Customer Service Self Service Social Media 40

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Moreover, 68% of consumers reported that they are not very excited about the future of smart home tech in their daily life. Security & Privacy.

Analysis 111

Analysis Marketing Self Service Wireless 111

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 60

Self Service Tips Customer Service e-support 60

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 138

Tips Self Service e-support Social Media 138

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. The culture that employees create and live in can make a tremendous difference on the consumer end. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. Visit our Opentalk 2016 Full Coverage post for links to all things Opentalk.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Kustomer

JUNE 27, 2022

In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. The Importance of Compassionate Customer Service and Truly Human CX.

Software 92

Software Tools Customer Service Self Service 92

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. In many ways this isn’t a surprise – consumers want to get answers quickly, and don’t want to wait for someone to respond to an email or pick up the phone.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

TechSee

MAY 1, 2018

Predictive analytics are helping utilities provide better energy management services by utilizing data, statistical algorithms and machine learning techniques to identify the likelihood of future outcomes based on historical data. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 45

Self Service Tips e-support Customer Service 45

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. For example, 45% of APAC consumers are millennials , but that doesn’t mean they all have the same needs, wants and desires. However, this only goes so far, as age isn’t always a good guide to customer needs.

Connections 72

Connections Self Service Social Media Innovation 72

BlueOcean

FEBRUARY 14, 2018

Because many social customer care interactions happen for all to see, customer service on social media needs to follow best practices from the start. In fact, 75% believe that the social channel gives consumers power , as they can speak straight to brands with confidence that they’ll be heard. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ShepHyken

AUGUST 1, 2016

Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. Myths Busted: Great Customer Service Starts Here by Doug Sandler.

Social Media 48

Social Media Customer Service Self Service B2C 48

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 40

Interaction Self Service Customer Service Report 40

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 4 Co-browsing in Field Services. 2 Co-browsing and Visual Support.

Trends 116

Trends Self Service Chatbots Technology 116

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Author: Pauline Ashenden Today’s consumers are time poor and impatient when they have an issue that needs solving. Here are four of them.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Martin Hill-Wilson

JANUARY 29, 2016

More importantly it heals the false divide between so called digital and voice services with click-to-anything functionality. The third is Intelligent Assistance – a hybrid experience for customers that sits between live assistance and self service. Service access becomes instant which conforms to expectation.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

CSM Magazine

MARCH 13, 2022

Dixa is used by consumer-facing and digital-first brands to serve customers across multiple channels, touchpoints and experiences from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for both customers and agents.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52