Customer Bliss

DECEMBER 28, 2017

It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. It’s about how you interact with your customers and the image of your business to the outside world.

Self Service 49

Self Service Social Media Financial Knowledge Base 49

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 82

Self Service Customer Service Customer Service Training Customer Care 82

Steve DiGioia

JANUARY 9, 2017

I felt so foolish when I realized it was just another way to interact with the online customer. I thought email was the preferred method to contact a business’s service or help desk. Self Service. Come on, do you really think Susan is there to answer your questions? Source: [link]. Source: [link]. Source: [link].

Self Service 100

Self Service Chatbots Advertising Fashion 100

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., Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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. Wed, 06/14/2017 - 16:54.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Solvvy

SEPTEMBER 20, 2022

First contact resolution : This calculation compares issues resolved with one interaction to all interactions. 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. Ability to Gather More Data.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

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 65

Self Service Customer Experience Multi-Channel Call Center 65

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Report 120

Report Customer Experience Self Service Trends 120

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

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Contact Center 40

Contact Center Self Service Call Center Video 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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.

Self Service 52

Self Service Return on Investment e-support System 52

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Self Service 40

Self Service Contact Center Call Center Video 40

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Keep validating your data, and interacting with customers to find out the “what is driving behavior”, not just observing the behavior itself. Here is to a growth oriented 2017! Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

TechSee

APRIL 24, 2018

A 2017 Gartner survey found that 20% of large enterprises plan to adopt augmented reality/virtual reality (AR/VR) as part of their digital strategy by 2020. Powered by AI & AR, computer vision provides consumers with interactive visual guidance via their smartphones, enhancing the entire unboxing process.

Self Service 116

Self Service Call Center Video Consumers 116

ShepHyken

MAY 22, 2017

(Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. None of these allow for human-to-human interaction.

Customer Service 82

Customer Service Airlines Self Service Tips 82

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

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Scott Kennedy – President of Financial and Retail Services, Target.

Self Service 40

Self Service Net Promoter Score Video Customer Centricity 40

NICE inContact

OCTOBER 15, 2018

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

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. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. Solid Problem Solving Skills. One without the other is not enough.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

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

Natalie Petouhof

SEPTEMBER 12, 2018

List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). So, consider where the data in customer service resides. And the customer interaction history lives inside the customer service application.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

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

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. 52% stop buying after a bad customer service interaction 2.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Analysis 111

Analysis Marketing Self Service Wireless 111

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. In case you think the horror is confined to voice interactions, don’t forget the sense of dread you feel when clicking through 13 webpages on your smartphone while your data charges rack up just to reach the appropriate contact button. Shep Hyken. Three-quarters of U.S.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. Online communities have become a popular alternative lately. For communities to be successful, brands need to be sure to.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 112

Contact Center Self Service Banking Airlines 112

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues.

Self Service 40

Self Service Chatbots Social Media Analysis 40

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

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. The use of video will continue to evolve in the customer service space. Self Service. Key Learnings from 2017. Gamification.

Self Service 80

Self Service Customer Service Gamification CRM 80

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? Empowering Self-Service. In fact, AI is all around us. AI and Customer Experience. Fortunately, AI can help.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82