GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. Countless customer interactions happen around the clock, and many fly below the radar. Some say customer experience is the perception customers have of a brand based on their interactions.

Video 277

Video Customer Experience How To Customer Journeys 277

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Clear communication and self-service tools are crucial to their satisfaction. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self Service 53

Self Service Course Customers Communication 53

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

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

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

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

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

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know. BMC Software Inc.,

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

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

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

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

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

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

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. Customer service must support many (“multi”) channels because that is what customers expect.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

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

Alliance by IFS

NOVEMBER 9, 2017

Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.” Astea Alliance integrates with several IoT platforms so that service organizations can drive efficiency enhancements as a result of better data.

Self Service 15

Self Service Management Customer Retention Customer Satisfaction 15

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

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

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Related: Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders 2. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

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

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 83

Customer Service Airlines Self Service Tips 83

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

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

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

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

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

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 116

Contact Center Self Service Banking Airlines 116

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

Kayako

MAY 4, 2017

A post shared by The Modern Grocer☕️ (@themoderngrocer) on Apr 28, 2017 at 9:05pm PDT. As Brewfictus integrate Kayako with Stripe and Shopify, Simon’s got real context around the steps Taylor has taken from failed checkout to self-service. Using the beautiful #botero #brass blend! What would your abbreviation be?

Self Service 176

Self Service Banking Ecommerce Customers 176

TechSee

MAY 1, 2018

AI in utilities is also playing an increasingly central role in customer-facing interactions. While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI.

Self Service 132

Self Service Analytics Call Center Report 132

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 81

Self Service Omni-Channel Social Media Retail 81

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. How would you approach this interaction? For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. That is far from the truth.

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

CloudCherry

JANUARY 4, 2018

The hope is that users will feel a closer connection with banks, but it will also help improve self-service, which has become highly important to consumers. Even in our digital world, there are still hundreds of millions (if not more) people who don’t have access to online or mobile banking services. Expanding Target Markets.

Banking 170

Banking Trends Financial Self Service 170