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

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Or was it customer service? Even though social media doesn’t handle the lion’s share of support interactions, customers still demand a lot from it. How will AI translate into the social channel?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

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 59

Self Service Knowledge Base Social Media Study 59

ijgolding

MARCH 22, 2017

These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. Digital has also helped businesses to reduce the burden on customer executives with the help of self service features. It’s not all doom and gloom, however.

Omni-Channel 204

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

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. 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 48

Self Service System Knowledge Base Multi-Channel 48

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

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

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

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

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

TechSee

MAY 15, 2018

While many people choose to actively share their personal experiences over social media, they are wary of smart devices having access to personal data about their homes and habits. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. Security & Privacy. Focus on Value.

Analysis 111

Analysis Marketing Self Service Wireless 111

Kayako

OCTOBER 13, 2016

Luckily, this coincided with the rise of live chat and social media. 2000s onwards into interactive and social media. Shortly after, social media burst onto the scene. Now, those short and sharp bursts of text could happen across the social networks customers used when they needed quick help.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Bold360

MARCH 9, 2017

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. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries. And customers appreciate the self-service nature of Chatbots.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

Wootric CX Blog

NOVEMBER 4, 2020

With new technology and social media, we have more ways than ever before of interacting with our customers. Onboarding can be self-service or high touch, and likely a combination of both. Editor’s note: This is an update of an article originally published on Nov 21, 2016.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

Tricia Morris

JUNE 13, 2016

Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal. 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

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

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

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. So they may call, email , start a chat or contact you through social media.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). © 2003 - 2016 Provide Support LLC. Read more.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

ShepHyken

AUGUST 8, 2016

(Fonolo) Are voice interactions becoming a smaller part of the customer service picture? My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? by Dan Gingiss.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

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

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? Reading through the results, six key conclusions stand out: 1.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Self Service Customer Service 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. On both sides of the Atlantic more of the Contact Babel survey sample think live telephony customer service call volumes will reduce rather than increase.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Use self-service and automation intelligently Companies face a huge volume of queries, particularly on digital channels. Here are some tips on how this can be achieved: 1.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

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. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Let your customers use their channel of choice There is a growing number of channels available for customer service, from the telephone and email to the web, social media and chat. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Resource email and social media so that customers receive fast responses, avoiding multiple follow-up enquiries which will encourage them to switch permanently to these channels.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

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

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. It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Half of tweets going unanswered Insurers are increasingly present on social media. All ten were on Twitter, and four of these had a specific Twitter handle for customer service.

Insurance 48

Insurance Connections Customer Service Self Service 48