CloudCherry

SEPTEMBER 19, 2018

Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Does decreasing the speed of wait time from five minutes to two minutes make customers more satisfied? Increased sales. Reduced costs. Potentially.

ROI 225

ROI Financial CEM Metrics 225

Blake Morgan

MARCH 18, 2025

AI is eliminating inefficiencies, personalizing interactions, and redefining serviceyet most companies still treat CX as a cost center instead of a competitive advantage. The shift is already happening.

Competitive Advantage 59

Competitive Advantage Wait Times Leadership Loyalty 59

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And the results that go with them!) Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Response times : How long does it take for customers to get a resolution?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CloudCherry

DECEMBER 1, 2018

Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. But their competitive advantage doesn’t just come from their low costs – they also offer one of the best member experiences to their 84,000 members. Clearview Federal Credit Union. Current NPS: 82.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

InMoment XI

AUGUST 22, 2024

By reducing wait times and improving first-call resolution, you can decrease churn by 10% and retain an additional $10 million in revenue annually. Key Insights from the Study Accessibility to Live Support : 70% of customers struggle to reach a live representative, with 39.6% experiencing this frustration frequently.

Consumers 150

Consumers Self Service First Call Resolution Omni-Channel 150

NICE inContact

APRIL 5, 2019

This lack of control makes it hard for a business to know how many agents they need to have working at any one time so customers don’t get frustrated by long wait times. Call spikes, which are times when there are a lot of calls, then to occur in the early morning, lunch, and early evening times.

Call Center 121

Call Center Contact Center Competitive Advantage Wait Times 121

CSM Magazine

FEBRUARY 19, 2025

Those who embrace these innovations early can enhance efficiency, improve customer satisfaction, and gain a crucial competitive advantage. Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

Kayako

JULY 6, 2018

First response wait time. The only thing worse than waiting for a response is waiting in uncertainty. Even if the first response time’s are long, it’s best to transparent about it and set accurate expectations for customers. Cut first response time. Infuse live chat with your brand’s touch.

Competitive Advantage 121

Competitive Advantage Wait Times Feedback Software 121

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. The Best Call Center Cost Reduction Strategies. Techniques to optimize staffing. Improve agent utilization.

Call Center 196

Call Center Self Service Strategy Contact Center 196

CloudCherry

NOVEMBER 9, 2018

Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. But their competitive advantage doesn’t just come from their low costs – they also offer one of the best member experiences to their 84,000 members. Clearview Federal Credit Union. Current NPS: 82.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

InMoment XI

SEPTEMBER 12, 2024

This may look like a customer buying from a competitor after experiencing long wait times with your organization. Competitive Advantage With every industry getting more and more competitive, it’s more important than ever to be at the top of your game.

Analysis 195

Analysis Social Media Customers Measurement 195

Happy or Not

NOVEMBER 13, 2024

The customer service teams noticed that peak times, such as weekends and evenings, decreased customer satisfaction scores, prompting them to optimize staff schedules and reduce wait times. XXL’s case is a successful customer service example, showing how customer feedback collection can be a competitive advantage in retail.

Examples 36

Examples Customer Service Case Study Hospitality 36

Thematic

FEBRUARY 12, 2025

Why Real-Time Matters ✅ Immediate response to customer complaints = better CX A fast resolution can turn an unhappy customer into a brand advocate. ✅ Competitive advantage in trend detection Brands that spot sentiment shifts early can adjust their marketing, product offerings, or messaging before issues escalate.

Social Media 62

Social Media Analytics Analysis Trends 62

BirdEye

MARCH 6, 2025

How AI chatbots provide a competitive advantage AI chatbots do more than just improve customer interactions. They also help businesses make informed decisions, innovate, and maintain a strong competitive edge. The result? Deeper relations, higher lifetime value, and a brand reputation that shines.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Thematic

MARCH 26, 2025

Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue. But we’re not talking about just any feedback.

Feedback 62

Feedback Social Media Analysis Survey 62

Inbenta

AUGUST 17, 2021

Thanks to this integration, Inbenta offers its prospects and existing customers a way to leverage its innovative symbolic AI on voice-based channels, providing businesses an important competitive advantage over having to fragment the development of intelligent self-service systems on different technologies. . Intelepeer.

Chatbots 94

Chatbots Customer Service Self Service Competitive Advantage 94

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. To mitigate these issues, many contact centers use dialers to eliminate unwanted wait times.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

UJET

JUNE 25, 2021

So, as more consumers continue to use their phones as their preferred device, mobile-first customer service capabilities natively housed within smartphone apps are becoming a concrete competitive advantage—especially when it comes to factors inherent in customer service that can’t be totally eliminated – like putting customers on hold.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

BirdEye

DECEMBER 26, 2023

Some other benefits of high brand salience are: Improved brand recall Competitive advantage Influence on purchasing decisions Brand loyalty growth Improved market resilience Long-term brand equity Let us look at these benefits to understand the value of high brand salience. Be available 24/7 with AI-powered chatbots.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Comm100

FEBRUARY 10, 2022

– It offers a competitive advantage in a crowded market. It will reduce the friction resulting from waiting time at call centers and minimize the influx of tickets to your support team Let customers enter the category of their issue in a form as they place the request to communicate with a customer service executive.

Self Service 130

Self Service Customer Service Strategy How To 130

Call Experts

FEBRUARY 19, 2020

Competitive Advantage. Your customers, old and new, will experience exceptional service and shorter wait times. Businesses that follow the latest strategies for engagement and utilize AI-powered automations ensure lifetime relationships with customers. Don't just answer your calls - inspire real communication.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Playvox

JUNE 28, 2022

Using manual processes and spreadsheets, you may end up over-scheduling agents, which causes your costs to skyrocket, or, conversely, under-scheduling agents, which subjects your customers to unacceptably high wait times. You’ll reach your ultimate destination — omnichannel success and sustained competitive advantage — much faster.

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

Call Experts

JANUARY 15, 2020

The employee experience creates a competitive advantage for companies in the hiring process. . Your customers, old and new, will experience exceptional service and shorter wait times. Enhanced transparency and better relationship management between employees and the organization. Active and healthy workplace environment.

System 72

System Contact Center Call Center Customer Journeys 72

Call Experts

MARCH 5, 2020

Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business. Your customers, old and new, will experience exceptional service and shorter wait times. Don't just answer your calls - inspire real communication.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

NobelBiz

DECEMBER 21, 2020

Be proactive Consider using agents from your other campaigns during peak periods or before specific events to reduce average wait times. Another option is to work proactively with the human resources department to hire part-time agents to take over during these periods. The post How To Manage High Volume Phone Calls?

Management 52

Management How To Contact Center Competitive Advantage 52

SurveySparrow

SEPTEMBER 19, 2022

How satisfied are you with the wait time in the fitting rooms? How satisfied are you with the wait time at checkout? The feedback you gather from retail surveys helps you understand what your customers want, enhance your retail CX, and maintain a competitive advantage over your direct competitors.

Retail 52

Retail Survey Net Promoter Score Effort Score 52

Kustomer

NOVEMBER 3, 2022

Proactive Support as a Competitive Advantage What Are the Benefits of Proactive Support? In recent research , CX organizations identified proactively resolving customer issues (70%) as a top priority, after reducing wait times (81%) and consistency across channels and touchpoints (70%). What Is Proactive Support?

Self Service 88

Self Service Effort Score Omni-Channel Chatbots 88

Feedbackly

NOVEMBER 14, 2024

For example, imagine a retail brand introduces a self-checkout system to reduce wait times. A brand may face unexpected issues from time to time. But, with anticipation and preparedness, you can be well-equipped to face them and even gain a competitive advantage against your rivals.

Analysis 52

Analysis Net Promoter Score Effort Score Competitive Advantage 52

Second to None

JULY 12, 2018

An illustrative example of the value that the NPS metric can have exists in the fast-casual space, where this organizational alignment can quickly vault your team ahead of the competition. In the Greeting and Ordering category, we measured menu selection, wait time, ease of ordering, order accuracy and attentiveness.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

BirdEye

SEPTEMBER 26, 2024

Enhance patient convenience: Offering features like online appointment scheduling can make it easier for patients to access your services and reduce wait times. Competitive advantage: Verifying your GMB profile can give you a competitive advantage over other healthcare practices in your area.

Healthcare 52

Healthcare Competitive Advantage Social Media Tips 52

SurveySparrow

MAY 19, 2023

For example, if customers consistently complain about long wait times on the phone, a business can invest in additional customer service representatives to reduce wait times. Thus, by listening to customer feedback, businesses can identify areas where they are falling short and take steps to address these issues.

Social Media 52

Social Media Competitive Advantage Feedback Customer Satisfaction 52

Thematic

FEBRUARY 19, 2024

long wait times for customer support complicated navigation on websites or apps unclear communication from the business repetitive information requests during support interactions difficult checkout process Addressing these issues improves the customer experience. Are wait times long? Is estimated delivery inaccurate?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

long wait times for customer support complicated navigation on websites or apps unclear communication from the business repetitive information requests during support interactions difficult checkout process Addressing these issues improves the customer experience. Are wait times long? Is estimated delivery inaccurate?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Magellan Solutions

APRIL 3, 2024

Benefits of BPO Chat Support The benefits of partnering with a reputable BPO chat support provider include: 24/7 Availability and Prompt Response Times One of the biggest perks of BPO chat support is that it’s available 24/7, no questions asked. Talk about a surefire way to keep your customers smiling!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

CSM Magazine

NOVEMBER 2, 2021

That’s key to retaining and growing our business and the way we have deployed BigChange gives us a key competitive advantage,” he explains. Jobs are automatically allocated based on real-time engineer availability, skills, live location and parts stock.

Competitive Advantage 52

Competitive Advantage Customer Relationship Management CRM Software 52

Chattermill

JULY 31, 2017

Done right, it is a source of competitive advantage and can contribute to stronger financial performance. Recurring themes among customers were waiting times, problem resolution and the provision of multi-channel support. Long waits frustrate customers. Wait times and responsiveness were mentioned in 30.4%

Fashion 40

Fashion Banking Wait Times Multi-Channel 40