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

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

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. For example, online consumers don’t want to break off from what they are doing to pick up the phone or send an email when they have a query. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

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

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 48

Self Service Knowledge Base Social Media Study 48

Solvvy

OCTOBER 29, 2019

In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). The modern consumer wants to seek out the answers independently when she has a question. Discover the most frequently asked questions and make the answers easy to find.

Self Service 48

Self Service Knowledge Base Travel Chatbots 48

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 145

Tips Self Service e-support Social Media 145

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Storyminers

JULY 11, 2016

I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). This is right-here, right-now technology championed by SAP, Oracle, IBM, and others that allows companies and their computers to do what consumers want them to do.

Self Service 100

Self Service B2C CRM Call Center 100

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

CX Journey

AUGUST 18, 2016

online adults say that valuing their time is the most important thing a company can do to provide them with a good experience and retain them Convenience : Companies that help consumers simplify the purchase journey have customers who are more likely to purchase their products and more likely to recommend their brand to others.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

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

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

Comm100

FEBRUARY 20, 2018

New findings in the Aspect Consumer Experience Index show that 61% of consumers feel that having Chatbots in customer service is the way of the future. Chatbots are like evolved self-service portals or advanced knowledge bases. And customers appreciate the self-service nature of Chatbots.

Chatbots 145

Chatbots Self Service ROI Contact Center 145

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

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

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

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Share this page on: Tweet.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

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

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

Kayako

OCTOBER 13, 2016

Adding to the frustration, it was common for live chat customers to to be redirected to another channel like email, self service FAQs, knowledge bases, and help center articles. It’s reported that 67% of users have used, and continue to go to a company’s social media account to obtain customer service. customersuccess.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50