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

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. They're much more prevalent now than ever before, and customers are turning to other customers for assistance with common and not-so-common issues.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

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. Sure, digital self-service can reduce the load on human staff. Bottom line?

Self Service 49

Self Service Social Media Financial Knowledge Base 49

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

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

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

ShepHyken

MAY 22, 2017

My Comment: Technology is changing the way we deliver customer service and support. Our customers are using self-service solutions, emailing, sending text messages, posting on Facebook and Twitter, etc. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Self Service Tips 83

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 130

Customer Experience Social Media Self Service Multi-Channel 130

Alida

OCTOBER 2, 2017

By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up. Bennett’s industry expertise includes serving as a key advisor to the Mayo Clinic Social Media Network before its formal inception in 2010.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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

Bold360

NOVEMBER 3, 2016

Super Social Retail Strategy. 80% of Twitter users start searching for the perfect holiday gifts in October, so if you haven’t started thinking about your social media strategy-get going. You don’t need Spidey senses to know that integrating with social media is a no-brainer. Super Helpful Digital Self-Service.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80

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

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

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

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth.

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

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

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Social media engagement (45%). Email (54%).

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

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

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Use Technology for Self Service. Acknowledge the Mobile Social Customer.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Bold360

AUGUST 24, 2017

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. Take a look at the elements below from Adobe, that businesses want to focus on as customer experience goals for 2017.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat.

Brands 80

Brands Self Service Insurance Fashion 80

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. Those leaders are followed by social media (25%) and blog posts (20%).

Self Service 26

Self Service Management Contact Center Social Media 26

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

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

ProProfs Chat

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. Watch: How to Create a Self-Service Knowledge Base .

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Kustomer

AUGUST 11, 2022

They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. It’s important for your organization to prioritize these channels in order to deliver effective customer service.

Customer Service 88

Customer Service Social Media Self Service Loyalty 88

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

Ecrion

AUGUST 5, 2019

In this blog, we highlight 22 of the top customer service statistics you can leverage to ensure the former and prevent the latter. Customer Service Statistics: The Big Picture. These customer service facts say a lot! In 2017, Statista found that 64 percent of Americans contacted some form of customer service.

Self Service 61

Self Service Customer Service Social Media Chatbots 61

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). Published in Provide Support Blog , 2017. Read more. © 2003 - 2016 Provide Support LLC.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. However, self-service alone is not enough.

Self Service 49

Self Service Customer Experience Social Media Video 49

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. Deloitte recognize that much of the lost contact volume from the telephone will go to live chat or social media. There’s a few compelling reasons.

Contact Center 124

Contact Center e-support Self Service Knowledge Base 124

Team HGS

DECEMBER 19, 2017

The last topic in our blog series on the 2017 trends is digital assistance using voice search functionality. Voice digital assistant products provide other avenues of self-service. Voice digital assistants help customers find the right answer fast via self-service. Wed, 12/20/2017 - 11:15. LEAVE A COMMENT.

Trends 52

Trends Self Service Effort Score Social Media 52

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