Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me. You have a FAQ page.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Vala Ashfar, Chief Digital Evangelist at Salesforce, states: “In 2018, technology is more ingrained in the customer experience, and trust has moved to the forefront of consumer minds.”

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. So ensure that they have access to the information they need, and can find the answers to their questions through self-service systems that are easy to use, consistent and continually updated.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

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

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. Changing customer expectations.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. 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.

Self Service 72

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

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

ijgolding

MARCH 22, 2017

With the onset of digital channels, the distance between businesses and customers has shortened even more and businesses are able to interact with customers in every walk of their life. This has also changed the way customers interact and search for product information. Interactive voice response, chat bots, FAQs etc.

Omni-Channel 204

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

Comm100

JUNE 13, 2018

Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Amazon has been pushing the boundaries of what is possible for e-commerce and changing customer expectations in the process. Enable and Encourage Self-Service. It’s All About Shipping.

Tips 138

Tips Self Service e-support Social Media 138

BlueOcean

FEBRUARY 14, 2018

Expectations for Social Customer Support Are Maturing. Even though social media doesn’t handle the lion’s share of support interactions, customers still demand a lot from it. At least 84% of your customers expect a response within a day and 47% expect it within an hour (is patience still a virtue?).

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Types of Customer Support Software. The Importance of Compassionate Customer Service and Truly Human CX.

Software 92

Software Tools Customer Service Self Service 92

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. Customer expectations continue to mount.

Poor Customer Service 40

Poor Customer Service Self Service Consumers Brands 40

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Share this page on: Tweet.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Chat is expected to become more mainstream , while social media is forecast to become an increasingly popular channel for customer service.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 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

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Wootric CX Blog

NOVEMBER 4, 2020

Essentially, CES advocates believe that when it comes to customer service or support, “effortlessness” is the most relevant attribute of customer satisfaction. In fact, Technology Services Industry Association (TSIA) customer experience research confirms that exceeding customer expectations results in little change in loyalty.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences. billion U.S.

Chatbots 52

Chatbots Self Service Software Wait Times 52

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

CX Journey

AUGUST 18, 2016

In the late 20th century, marketers began to make products and services available through digital channels. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Tricia Morris

MARCH 28, 2016

And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye. For customers, expectations are up.

Retail 40

Retail Self Service Customer Service Omni-Channel 40

Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

MARCH 31, 2017

Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers. On average, replies on email, Twitter and Facebook were all delivered in around half the time of 2016.

Retail 48

Retail Customer Experience Social Media Self Service 48

Eptica

JANUARY 24, 2018

Given that every business wants to attract and retain customers by providing them with a high quality experience , why is it so difficult to ensure customer satisfaction? Rising customer expectations The standard of CX that consumers expect from brands is continually increasing. There are three main reasons: 1.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

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

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“

CRM 40

CRM Customer Experience Self Service Conference 40

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Cheap 24/7 Availability.

Chatbots 136

Chatbots Self Service ROI Contact Center 136

Martin Hill-Wilson

SEPTEMBER 22, 2016

According to SITA research shared during the 2016 Air Transport IT Summit in Barcelona: Almost every flight is now booked using self-service technology. 91% of those who used self-service technology to check-in saying they will do so again. Examples being problems, complaints and customer retention outreach.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

Kayako

OCTOBER 13, 2016

Take this well publicized Amazon conversation from 2013: To improve productivity, businesses made their support reps use canned responses – which were overused to the point that customers could never tell if they were talking to a bot or a human. Social media networks are great channels for supporting customers.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

OpinionLab

AUGUST 29, 2017

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. After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. I am convinced that channels are not interchangeable from the customer point of view. RV: It is important to understand the logic behind customer journeys.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon. billion U.S.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101