Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self Service 45

Self Service How To Report Consumers 45

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 by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 59

Self Service Knowledge Base Social Media Study 59

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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 by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 48

Self Service Knowledge Base Social Media Study 48

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. The self-service enabled by chatbots can help your business by reducing support costs.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Experience Investigators by 360Connext

JANUARY 23, 2024

Streaming platforms, podcasts, and even this article are self-selected by the media consumer. 71% of consumers expect companies to deliver personalized experiences, according to McKinsey. Back in 2017, Microsoft reported that 77% of consumers view brands more positively if they proactively invite and accept customer feedback.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister. Thanks for this great list of ideas.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. Here we dissect CX Trend No.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Self Service 66

Self Service Customer Experience Multi-Channel Call Center 66

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Magellan Solutions

JULY 27, 2017

These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. The popularity of self-service options. Even though research has shown that 79% of today’s consumers still prefer talking to an agent over the telephone, 19% prefer solving issues by themselves. Contact us now!

Call Center 56

Call Center Trends Industry Report 56

TechSee

APRIL 24, 2018

With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Not all unboxers are created equal.

Self Service 116

Self Service Call Center Video Consumers 116

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. As a final note, it still remains very true that customers will pay more for better customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

TechSee

JANUARY 18, 2018

consumers are the largest users of connected devices with 5.2 billion active units in 2017, representing 63% of 8.4 Self-installation has emerged as a viable solution for both enterprises and consumers — providing self-reliance and flexibility to the consumer, and scalability and profitability for businesses.

Self Service 95

Self Service Customer Service Company Infographics 95

Bold360

FEBRUARY 6, 2019

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. So, what’s a B2B company to do?

B2B 82

B2B Self Service Chatbots B2C 82

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King. About the Author.

Self Service 52

Self Service Return on Investment e-support System 52

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Report 120

Report Customer Experience Self Service Trends 120

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. Recent NICE inContact research documents consumer demand for this kind of unified, omnichannel customer service approach.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Connected devices are perceived differently than the older consumer appliances or electronics.

Analysis 111

Analysis Marketing Self Service Wireless 111

Talkdesk

OCTOBER 30, 2017

Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. If you’re attending Dreamforce 2017, take a look at the other Talkdesk sessions and feel free to book a meeting with us during the event.

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

ShepHyken

APRIL 10, 2017

My Comment: Did you know that 84% of US consumers used web and mobile for help? Customer want and expect you to have a self-service solution.) Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. And unfortunately, these experiences are common.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 83% of US consumers prefer dealing with human beings 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self Service 81

Self Service Omni-Channel Social Media Retail 81

Wootric CX Blog

JUNE 19, 2019

Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. From smart devices to self-driving cars to chatbots – AI impacts various aspects of our lives.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Inbenta

NOVEMBER 13, 2018

In 2017, online shopping sales set a record high of of $108 billion. With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side).

Self Service 60

Self Service Tips Customer Service e-support 60

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. 81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet. Guest post by Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Eptica

AUGUST 2, 2017

Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Invest now in implementing and optimizing a web self-service system that lets customers ask questions in their own words and get immediate answers – whatever time of day or night it is.

Retail 56

Retail Self Service Knowledge Base Chatbots 56