Vonage

JANUARY 30, 2019

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

ProProfs Chat

NOVEMBER 17, 2017

No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. The shift to self-service will accelerate.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018.

Self Service 80

Self Service Customer Service Gamification CRM 80

Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. And look out for a blog by my colleague Jon Aplerin next week to learn more about modernizing your IVR to meet today’s customer expectations. [1]

Self Service 46

Self Service Contact Center CRM Connections 46

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.

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. Customer Loyalty: Customer loyalty will be the key to survival in the new customer-centric world.

Trends 106

Trends Customer Service Video B2B 106

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. Topics include: Customer Experience: Align support across your departments, streamline service and create a customer centric organisation.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. Let us know in the comments below.

Strategy 131

Strategy Self Service Knowledge Base Call Center 131

transcosmos Information Systems

MARCH 20, 2018

Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs. Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Self-service support.

Trends 76

Trends Customer Service Self Service e-support 76

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Cheap 24/7 Availability.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Meeting heightened end-customer expectations. Service Smart. www.astea.com.

Management 83

Management Company Self Service Wireless 83

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. The same study underlines the importance of continually meeting customer expectations.

Knowledge Base 131

Knowledge Base Self Service Contact Center e-support 131

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media Self Service e-support 63

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Vala Ashfar, Chief Digital Evangelist at Salesforce, states: “In 2018, technology is more ingrained in the customer experience, and trust has moved to the forefront of consumer minds.”

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

Alliance by IFS

NOVEMBER 11, 2019

The Astea APAC team will be at stand #1 to demonstrate how a comprehensive, user-friendly FSM platform can help service organisations arm their field engineers with the right tools and knowledge to exceed heightened customer expectations. Great customer experiences are driven by even better workforce experiences.

Self Service 18

Self Service Conference Customer Satisfaction Technology 18

Comm100

MARCH 1, 2018

Extra possibilities emerge when you begin to blend channels together and choreograph how they work together to produce better customer experiences. The EConsultancy report that we disscussed earlier makes it clear that over 71% of online customers expect rapid assistance. Free Download] Live Chat Benchmark Report 2018.

Contact Center 148

Contact Center e-support Self Service Knowledge Base 148

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Meeting heightened end-customer expectations. Service Smart. www.astea.com.

Company 62

Company Self Service Wireless Software 62

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. This makes good business sense.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! Churn went down, customer satisfaction went up.

Customer Experience 107

Customer Experience Customer Journeys Self Service Training 107

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Self-Service. They are: 1.

Self Service 83

Self Service Industry Banking Video 83

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. In addition, when customers are transitioned between channels – such as from email to chat to live visual support – multiple agents often work on the same case, even further complicating the measurement of AHT.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Report 68

Report Self Service Average Handle Time Contact Center 68

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

Alliance by IFS

AUGUST 3, 2018

To maintain stringent compliance and meet growing customer expectations, industry leaders turn to software that can provide improved field worker productivity while remaining agile enough to respond to regulatory changes. 50% of organizations claim customers will demand outcome-based service contracts within the next two years.

Infographics 82

Infographics Industry Software Trends 82

Eptica

APRIL 3, 2018

Date: Wednesday, April 4, 2018 The importance of understanding emotion in digital channels. Published on: April 04, 2018. Author: Anne-Claire Bellec Research already shows that consumers want a balance between the human touch and technology when it comes to customer service.

Self Service 49

Self Service Chatbots ROI Consumers 49

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

Interactions

DECEMBER 2, 2021

The way customers interact with business has changed too, including those in the financial industry. This pattern of self service banking is one that seems set to stay. It’s fair to say that a lot of financial service organizations struggle when it comes to customer satisfaction.

Banking 62

Banking Trends Self Service Contact Center 62

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Live Chat Messaging Customer Satisfaction Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Verint

DECEMBER 19, 2017

While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust. A modern digital customer service experience is what customers expect and a great online community, available 24x7, delivers that.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Look at platforms that are built on techniques such as AI, and have a proven record of delivering innovation.

Self Service 65

Self Service Culture Study Chatbots 65