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

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Case Study Chatbots Study 95

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Forcivity Salesforce

APRIL 1, 2022

Better self-service options & more functionality across digital channels. Back in 2016, Forrester surveyed customers and found that a majority will turn to self-service options long before they turn to a human element. Today’s consumer prefers to rely on digital tools for service and communication.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. On hold time appears to be a major use case in need of an innovative solution.

Innovation 40

Innovation Self Service Contact Center Knowledge Base 40

ShepHyken

AUGUST 1, 2016

That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler. Be sure to read why (along with other “myths that need to be busted) to learn a new way of thinking about the customer service “rules” you’ve always believed in.

Social Media 48

Social Media Customer Service Self Service B2C 48

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Look at channels such as self-service and chat to give instant answers, ensuring that time-poor consumers don’t have to wait for a response to their email or social media messages.

Connections 72

Connections Self Service Social Media Innovation 72

Currency Alliance

DECEMBER 20, 2022

One important thing we have noticed in the past two years is that the innovation team, the Head of Digital, or people with similar titles, have broader responsibility for CX across channels. Brands innovate around digital CX as an effective loyalty driver. An increase in fraud drives innovation around fraud prevention.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

TechSee

MAY 15, 2018

In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier. Open source platforms and inter-industry collaboration will nurture innovation and ease the path to mass adoption.

Analysis 111

Analysis Marketing Self Service Wireless 111

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Kustomer

JUNE 27, 2022

Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. 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.

Software 92

Software Tools Customer Service Self Service 92

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.

Insurance 48

Insurance Self Service Transportation Policies 48

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Tricia Morris

MAY 2, 2016

Increasingly rare is the employee who holds a wealth of corporate, product, service and customer knowledge in his or her head gained through years of training, learning and experience. Employee Self-Service. ——— Learn More About Employee Self-Service. Learn More About Employee-Self-Service Here.

Self Service 40

Self Service Customer Service Banking Customers 40

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

Danish customer support innovator Dixa has announced the acquisitions of analytics leader Miuros, and automation pioneer Solvemate. Solvemate and Miuros will continue to service their current customers across platforms in addition to expanding on existing integrations with Dixa.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

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

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

Conference 40

Conference CRM Self Service Innovation 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%). 2 Co-browsing and Visual Support.

Trends 116

Trends Self Service Chatbots Technology 116

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. where the product or service benefits all sides. Think Like Your Customers.

Self Service 40

Self Service Tips CRM Social Media 40

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M. The smart home market is in a stage of hyper growth, driven in part by the consumer-driven demand for smart energy management.

Self Service 132

Self Service Analytics Call Center Report 132

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

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Powered by Inbenta’s innovative AI. WhatsApp chatbot and check-in.

Airlines 99

Airlines Case Study Chatbots Call Center 99

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

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. Here’s the breakdown:

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). A highly innovative digital self-service solution. John Paul joined the AccorHotels Group in November 2016.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. For example, use a single, self-learning knowledge base to deliver information and answers on the web and to agents answering the phone, email, and on social media. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Toonimo

JANUARY 5, 2017

Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. As technology drives innovation, we can expect customers to see major changes in the way that big brands interact with them. Customer Self-Service with Chatbots.

Innovation 40

Innovation Technology Customer Experience e-support 40

John Paul

OCTOBER 22, 2018

They will thus be able to benefit from an unprecedented support, thanks to an online service or by going directly to the desk in the VIP area. INNOVATION AT THE HEART OF JOHN PAUL’S APPROACH. John Paul joined the AccorHotels Group in November 2016. ABOUT JOHN PAUL.

Self Service 40

Self Service Automotive Transportation Travel 40

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. In short, the contact center of today must be demand based and software driven.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Martin Hill-Wilson

JULY 24, 2016

Into something the 2016 Davos crowd called the 4 th Industrial Revolution. In this unfolding world, the need to innovate becomes as a crucial as the need to breathe. Innovation Is Rocket Fuel. If you want to know more about Brainfood's Strategy Services, please check them out here. The startups get that of course.

Self Service 56

Self Service Fashion Roadmap Innovation 56

Talkdesk

JULY 5, 2016

You can’t give awesome customer service if you don’t know what it looks like. — Cindy Solomon (@cindysolomon) June 8, 2016. Customer service is the support you offer your customers — both before and after they buy your product — that helps them have an easy and enjoyable experience with you. Q4DwkFEWNL. Investopedia.

Customer Service 40

Customer Service Self Service Customer Service Strategies Customers 40

Tricia Morris

MAY 31, 2016

Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“ Customers not only want to engage with agents, but engage on their own via self-service to get the information they need.

CRM 40

CRM Customer Experience Self Service Conference 40

Natalie Petouhof

FEBRUARY 24, 2016

Tweet These are significant times when IT innovation will shape not only our business but the future of our world. Start-ups and new age companies are a leading source of innovation beyond many companies own internal initiatives. Infosys received the Global Corporate Venturing Rising Stars Awards 2016. Machine Intelligence.

Company 40

Company Self Service Innovation Government 40

Kayako

OCTOBER 13, 2016

The history of the modern customer service industry can be narrowed down to 1989. In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support. At the time it was an innovation. Arjun Dev Arora (@ArjunDArora) September 15, 2016.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

TechSee

JANUARY 23, 2018

This demand has spurred a flood of investments and innovation in this space, delivering even smarter coffee machines. Coffee machines as a prototype of IoT innovation. As the ‘Internet of Things’ becomes an increasingly important part of our networked world, the opportunity for innovation in this sphere is unprecedented.

Innovation 84

Innovation Consumers Customer Service Representative Connections 84