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

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 136

Chatbots Self Service ROI Contact Center 136

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) 49% of customers believe a human advisor is more trustworthy in filing a claim than an automated service or a chatbot.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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

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 190

Strategy Marketing Financial Advertising 190

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

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

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

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

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

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 135

Data Chatbots Wait Times Effort Score 135

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

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. 42% of the population of South East Asia are active mobile social media users (up 36% year on year), and with over 1 billion users , social media is a key channel for the Asian market.

Customer Experience 100

Customer Experience Social Media Chatbots Transportation 100

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

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 Banking Airlines 130

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

ShepHyken

JANUARY 27, 2017

2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. Live Chat or Chat Bots. While certainly effective, chat support doesn’t have to come from a robot. It’s a must-have. Real-Time Support.

Chatbots 48

Chatbots Technology Customer Service Management 48

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 94

Government Technology Trends Social Media 94

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

Ecrion

AUGUST 5, 2019

In 2017, Statista found that 64 percent of Americans contacted some form of customer service. HubSpot reports that 62 percent of customers want to communicate with companies via email for customer service, 48 percent want to use the phone, 42 percent live chat, and 36 percent “Contact Us” forms.

Self Service 61

Self Service Customer Service Social Media Chatbots 61

Provide Support

MARCH 7, 2018

Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world. In 2017 alone, over 269 billion emails were sent every single day. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 45

Customer Service Social Media Chatbots Communication 45

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

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. billion in 2017 to $10.4 Conversational AI can significantly enhance your social media presence.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. billion in 2017 to $10.4 Conversational AI can significantly enhance your social media presence.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit.

Interaction 56

Interaction Self Service Chatbots Social Media 56

Oracle

DECEMBER 3, 2019

Chatbots are increasingly replacing call center agents as the first line of customer service inquiry. A toll-free phone number is still important, but so is a customer experience strategy for email, chat, and even live video and virtual reality support for high end products and services.

Social Media 51

Social Media Multi-Channel Chatbots Retail 51

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 119

Customer Experience Social Media Self Service Multi-Channel 119

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

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

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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

AWS Machine Learning

MARCH 14, 2024

Whether creating a chatbot or summarization tool, you can shape powerful FMs to suit your needs. Launched in 2017, Amazon SageMaker is a fully managed service that makes it straightforward to build, train, and deploy ML models. This makes the chatbot’s responses more knowledgeable and natural.

Chatbots 129

Chatbots Training Knowledge Base Resources 129

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Many companies, however, have done a terrible job with chat support. Some offer mediocre chatbots that can’t answer most customer questions.

Trends 63

Trends Social Media e-support Self Service 63

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

Eptica

SEPTEMBER 27, 2017

Date: Wednesday, September 27, 2017 Bridging the chat gap in customer experience. Published on: September 27, 2017. Author: Pauline Ashenden Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands.

Customer Experience 49

Customer Experience Chatbots Infographics Study 49

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. The Government Transformation Strategy (GTS) , published in February 2017, looks at how technology can be used to drive change across the public sector. Speed is key to this.

Self Service 55

Self Service Customer Experience Government Social Media 55

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46