Comm100

APRIL 30, 2019

A robust, modern live chat program empowers customers to connect with companies through a rich variety of media, allowing for problems to be solved in faster and more sophisticated ways than are available through single-media channels like the phone. Myth #4: Live chat needs agents to be available 24/7. Download Now.

Chatbots 188

Chatbots Communication Video System 188

Experience Investigators by 360Connext

OCTOBER 27, 2020

It’s common, for instance, to check-in with customers who download software along their onboarding journey. Better yet, this is based on the individual customer’s journey. Do you have tools like chatbots or automated communications to help manage that? Related Article: Why Journey Map?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Comm100

JANUARY 7, 2020

. – Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace. Download Now.

Data 146

Data Wait Times Chatbots Effort Score 146

Comm100

JUNE 5, 2018

Capturing Customer Data. Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. This doesn’t mean that human agents will be out of work, since 90% of customers affirm that there needs to be the option to talk to a live agent from the call center.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

NICE inContact

OCTOBER 2, 2019

Channels include communicating with customers on social media, online chat, SMS / text, video chat, IVR, mobile apps, chatbots, and service via a home electronic virtual assistant device. Download your free copy today. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team. – Chatbots.

Banking 222

Banking Financial Data Wait Times 222

Storyminers

JULY 31, 2017

Experience designers must consider the entire experience (end to end for customers and employees, regardless of channel) Strategists and marketers need to align communications, support, automated marketing, and metrics to the way customers glide through the business. Download Brochure. Use code #Story20 for a 20% discount.

Customer Experience 153

Customer Experience e-support Chatbots Comparison 153

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. What does this mean for the future of customer experience channels? Live chat is a low cost, easy to use solution that benefits the agent and customer. Live Chat vs. Automated Chatbots.

Chatbots 98

Chatbots Consumers Social Media Customer Experience 98

Comm100

MAY 11, 2020

With this much information at your agents’ fingertips, customers will never have to repeat themselves ever again. Which leads us on to the next customer pain point and how omnichannel solves it… 3. Customers expect quick responses and resolutions. For ultimate scalability and efficiency, AI chatbots can’t be beaten.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

TechSee

FEBRUARY 14, 2025

Recent research by TechSee’s Visionary CX Lab reveals how businesses are moving beyond basic chatbots to embrace sophisticated, vision-powered AI solutions that can see, understand, and resolve customer challenges autonomously.

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

Comm100

AUGUST 5, 2020

The ever-growing reliability of chatbots . Chatbots are the ultimate tool for reducing wait times. With an intelligent AI chatbot working across your live chat, social media, and SMS channels, a large portion of frontline support can be automatically managed and resolved without any human involvement. Free download.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

ProProfs Chat

NOVEMBER 17, 2017

Customers will love it and you will learn what features you need to offer when you offer more self-service tech directly to your customers. First response and FAQs will become increasingly automated with Chatbots. We’ll expect even faster resolutions, more pleasant interactions and more knowledgeable support teams.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Comm100

APRIL 6, 2020

Offering true omnichannel customer engagement requires you to be omnipresent — you need to be everywhere, all the time. Offer communication channels that your customers expect you to be on. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

MAY 11, 2020

With this much information at your agents’ fingertips, customers will never have to repeat themselves ever again. Which leads us on to the next customer pain point and how omnichannel solves it… . Customers expect quick responses and resolutions . Free Download: Mastering Omnichannel CX: A Success Guide.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Like security, privacy is an imperative for customer trust. LIVE CHAT BENCHMARKS.

Software 237

Software Wait Times Multi-Channel Consumers 237

Comm100

JANUARY 5, 2021

The most recent example of this comes from SolarWinds, a networking and security software that is used by more than 300,000 customers worldwide , including Fortune 500 companies, government agencies, and education institutions. Vulnerable chatbots. A cyber-attacker was able to use the chatbot to access customer payment details.

Chatbots 130

Chatbots Exercises Airlines Banking 130

DCX

MARCH 23, 2025

Download your free set of 32 GenAI prompts right now. Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively. Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively. Chat interfaces?

Banking 52

Banking Case Study Chatbots Leadership 52

TechSee

SEPTEMBER 28, 2023

is highly (90%) accurate – 74% is as reliable and friendly as a human – 68% avoids the need to wait on hold for an agent – 62% offers a natural interaction (conversational or visual, not rule-based chatbots) – 74% However, customers expect a great deal from AI.

Chatbots 124

Chatbots Study Survey User Experience 124

Optimove

OCTOBER 15, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: For marketers, this post highlights the importance of responsible AI usage in a rapidly evolving digital marketing landscape, ensuring ethical practices that protect consumer trust. Read more about AI hallucinations here.

Innovation 52

Innovation Marketing Consumers System 52

Comm100

MAY 31, 2016

If your return policy has a lot of terms and conditions, create a test that your support staff must pass before assisting customers. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. Download Now.

Retail 124

Retail Self Service How To Policies 124

Comm100

JUNE 13, 2018

Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Amazon has been pushing the boundaries of what is possible for e-commerce and changing customer expectations in the process. Another self-service tool to consider for the holiday season is chatbots.

Tips 168

Tips Self Service e-support Social Media 168

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 104

Metrics Chatbots Average Handle Time Effort Score 104

TeamSupport

DECEMBER 7, 2018

How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element. Instead, it’s rooted in the ever-changing customer psychology.

Industry 74

Industry Self Service Chatbots Customer Service 74

Comm100

APRIL 30, 2019

A robust, modern live chat program empowers customers to connect with companies through a rich variety of media, allowing for problems to be solved in faster and more sophisticated ways than are available through single-media channels like the phone. Myth #4: Live chat needs agents to be available 24/7. Download Now.

Chatbots 100

Chatbots Communication Video System 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. Read the full story by downloading the free white paper below.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

DCX

JANUARY 28, 2025

Here are a few reasons things might not click: You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. For instance, a faster chatbot response doesn’t matter if the bot can’t resolve their issues. Time for a Gap Analysis.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Kustomer

APRIL 14, 2022

Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient.

Examples 94

Examples Customer Service Self Service Chatbots 94

DCX

NOVEMBER 24, 2024

With Scammers Scammers, Meet Your Match O2’s Daisy is an AI-powered “granny” who wastes scammers’ time by chatting them up about knitting, grandkids, and anything else they’ll listen to. The Genius Behind Daisy She’s not just a random chatbot. The result?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

MARCH 16, 2025

A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. Right this way → Source The CX Report Card for 2025: What Customers Really Want The big takeaway?

Self Service 52

Self Service Wait Times Brands Interaction 52

Thematic

MARCH 26, 2025

Understand key NLP limitations and LLM advantages View real-world results of AI-driven text analytics Learn how self-learning AI eliminates manual updates Cut analysis time from weeks to minutes Download your free copy Stage 3. Customers get frustrated when they feel like they’re shouting into the void. Download Manuscript.

Feedback 62

Feedback Social Media Analysis Survey 62

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Let’s dive into the nuts and bolts of customer self-service and see how it can impact and benefit your business. . Download our eBook: What Self Service Will Look Like in 2025 . What is Customer Self Service?

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Team Support

NOVEMBER 30, 2023

Similar to the personalized touch of phone conversations, chat offers one-to-one conversations between the customer and the support agent to ensure that issues are resolved quickly. TeamSupport is eager to work with companies that value customer support and how it affects their bottom line. Interested in learning more?

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

DCX

FEBRUARY 2, 2025

Customers expect fast, seamless, and personalized interactions across all channels—and it’s up to you to deliver. Why this matters: Customers expect more: They want personalized, frictionless experiences on their terms. Competition is fierce: Brands investing in digital CX are pulling ahead.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52