Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. With AI, bots can also improve their responses over time based on customer confidence in their answers.

Chatbots 209

Chatbots Customer Service Knowledge Base Social Media 209

Help Scout

APRIL 16, 2019

And with technology shortening the length of time it takes us to do anything online, customers expect to hear back soon : 37% of customers expect a response within an hour. Great customer service is about meeting and exceeding customer expectations. Join the Support Driven community.

Self Service 40

Self Service Training Customer Expectations Interaction 40

InteractionMetrics

APRIL 16, 2024

In other words, the standard customer experience paradigm misses the depth and breadth of the customer’s lived experience, which is why it’s time for a paradigm shift. So, what is the customer experience? I am guessing here, but wait time probably has 5X the impact of personalization.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52