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

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

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

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

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

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

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

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

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 66

Self Service Customer Experience Multi-Channel Call Center 66

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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