Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 169

Chatbots Self Service ROI Contact Center 169

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. If you still don’t know how to use social media to work with customers, as a small example, you’re already behind. When chatbots replace social media managers, you’ll be further behind.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. AI Will Take a Back Seat.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. Credit: Stacey/UX considerations for live chat. CX Click To Tweet.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Comm100

MAY 31, 2023

Since 2017, postsecondary enrollment in the US has fallen by 9%. Add chatbots into the mix , and students can receive even faster support at any time of the day. The competition for higher education students has potentially never been harder than it is today. Worse yet, it doesn’t look like this trend is set to change any time soon.

Strategy 232

Strategy Marketing Financial Advertising 232

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Chatbots Customer Service Brands 69

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Chatbots 77

Chatbots Social Media Healthcare Study 77

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Comm100

APRIL 22, 2023

Even before COVID-19, distance learning grew around 40 percent from 2012 to 2017. The only cost-effective way that schools can offer this kind of around-the-clock support is with a chatbot. Provide fast & convenient support with live chat Students prefer live chat over any other channel for support.

Strategy 29

Strategy Chatbots Omni-Channel Social Media 29

ShepHyken

NOVEMBER 13, 2017

4 Essentials for Building a Well Mannered Customer-Service Chatbot by Clemont Tussiot. Entrepreneur) If your chatbot is aggravating customers, human error is to blame. My Comment: If you are using – or even thinking about using – AI (Artificial Intelligence) and chatbots, then you must read this article.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. Here’s the proof. On average, 74.5%

Data 146

Data Chatbots Wait Times Effort Score 146

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), Self-service portals, mobile apps, and AI-driven chatbots can complement traditional account manager relationships. April 28, 2017). June 21, 2022). McKinsey Insights. McKinsey Insights.

B2B 339

B2B Customer Journeys How To Effort Score 339

Comm100

APRIL 22, 2023

Even before COVID-19, distance learning grew around 40 percent from 2012 to 2017. The only cost-effective way that schools can offer this kind of around-the-clock support is with a chatbot. Provide fast & convenient support with live chat Students prefer live chat over any other channel for support.

Strategy 130

Strategy Chatbots Omni-Channel Social Media 130

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Storyminers

JULY 28, 2018

Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source : American Express Customer Service Barometer 2017). ‘ This is a Guest Post by Ian Moyse , Sales Director Natterbox.

Customer Experience 138

Customer Experience Social Media Customers Chatbots 138

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). Social Media Support. Download Now.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

Oracle

OCTOBER 2, 2019

In 2017, British online fashion and cosmetics retailer ASOS introduced its Style Match app, providing shoppers with a new way to discover products. AI-powered chatbots. According to Gartner , 25% of customer service and support operations will integrate chatbot technology on their customer engagement channels by 2020.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 93

Government Technology Trends Social Media 93

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

Storyminers

JULY 28, 2018

Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source : American Express Customer Service Barometer 2017). ‘ This is a Guest Post by Ian Moyse , Sales Director Natterbox.

Customer Experience 124

Customer Experience Social Media Customers Chatbots 124

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

Customer Service 60

Customer Service Social Media Chatbots Ecommerce 60

Comm100

JANUARY 5, 2021

Your live chat provider should also have alarm tools to notify the security team immediately of any security incidents so that potentially damaging security breaches never fly under the radar. Vulnerable chatbots. Chatbots have become a natural extension of live chat by helping businesses offer 24/7 customer assistance.

Chatbots 130

Chatbots Exercises Airlines Banking 130

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Acknowledge the Mobile Social Customer. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Inbenta

DECEMBER 28, 2024

We need to go back about seven years to 2017. So back then, in 2017, our goal was to create a tool that would enable us to build customer awareness of our digital channels. And then, as ISA renewal season approached, we launched the demo to customers through social media and embedded the demo into our website journey.

Multi-Channel 52

Multi-Channel Banking Net Promoter Score Case Study 52

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. SparkCentral) Social media isn’t just for marketing anymore. New research shows that social media is becoming the preferred method of resolving customer service issues.

Self Service 48

Self Service Social Media Customer Service Fashion 48

TechSee

APRIL 16, 2019

Meanwhile, Tesco Mobile ’s onboarding team proactively checks in with new customers via social media to ask about their experiences and whether they need any help. This is especially relevant with chatbots taking over many simple and repetitive tasks, freeing up agents to deal with more complex customer issues.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ShepHyken

SEPTEMBER 21, 2018

Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ . – Shep Hyken. For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International).

Customer Experience 108

Customer Experience Social Media Customers Technology 108

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. Don’t believe me?

Self Service 40

Self Service Chatbots Social Media Analysis 40

Comm100

DECEMBER 1, 2017

Tip: Invest in a Chatbot to help customers with everyday queries – for the best, most frictionless customer experience, make sure that customers can easily connect with a live chat agent should they find the automated assistance unhelpful. Live chat (48%). Social media engagement (45%). Email (54%). And the Least.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

ShepHyken

AUGUST 4, 2017

Automation and artificial intelligence are adapting to serve many different customer experience needs, such as automated chat-bot responses that improve resource efficiency. The above contributors will all be speakers at the 4 th Annual Digital Customer Experience Strategies Summit at the Fairmont Chicago, IL September 19-20, 2017.

Customer Experience 75

Customer Experience Chatbots Social Media Data 75

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Wootric CX Blog

JUNE 19, 2019

From smart devices to self-driving cars to chatbots – AI impacts various aspects of our lives. Did you know that 84 percent of people used an AI-enhanced product in 2017–most without even knowing it? Here’s how: Chatbots for Customer Support. But that’s not the case with chatbots. In fact, AI is all around us.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

C3Centricity

SEPTEMBER 24, 2017

Social Media has become the new customer services department because replies are almost instantaneous. Chatbots are providing additional resources to the already overworked customer services departments. Many of the global CPG companies are going this, including Unilever and Coca-Cola. Make sure that’s what you offer!

Technology 120

Technology Transportation Customer Centricity Entertainment 120

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Biometrics.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122