TechSee

JULY 18, 2019

Today’s consumers want their lives to be as easy as possible. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible. What are high-effort customer service interactions? Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. Consumers today are driven by efficiency, convenience, and accuracy when they interact with brands. The Modern CX Landscape For retail, the stakes are incredibly high.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

BlueOcean

FEBRUARY 7, 2019

Today’s consumers and their shifting expectations have turned that perspective on its head. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction. But where do we start? One Metric to Rule Them All.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

JULY 9, 2024

The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Over four years after the pandemic warded off shoppers from wandering the aisles of their go-to stores, 81% of consumers continue to crave the convenience of home deliveries.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

Uniphore

JUNE 16, 2021

These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction. For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. ”) The result?

Contact Center 204

Contact Center Training Call Center How To 204

Alida

APRIL 7, 2016

Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Scott Miller, CEO of Vision Critical and author of the ebook No Spam Surveys: Why Ad-Hoc Surveys Don’t Work , agrees. As for consumers like Reed who have grown tired of surveys?

Software 169

Software Survey Company eBook 169

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. This whitepaper on how to make your agents’ lives easier with a built-in intelligent assistant was wildly consumed. eBook: 101 Ready-to-Use Live Chat Scripts.

eBook 130

eBook Chatbots Infographics ROI 130

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook. Download the Full eBook.

Social Media 162

Social Media Customer Service Marketing eBook 162

Comm100

OCTOBER 25, 2021

If you want a more in-depth look into this topic with top tips and tools you can use to achieve improved student experiences and engagement, take a look at our new eBook –. Get ebook now. Free eBook. 57% of consumers even expected the same response time at night and on weekends as during standard business hours.

Social Media 130

Social Media Engagement eBook Omni-Channel 130

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. Interactive Voice Response (IVR) is often used to mitigate long wait times by routing callers to the appropriate agent or department, but this too can backfire. Only 35% of customers are willing to wait 30-60 seconds for a response on live chat.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship. As such, a digital experience is a powerful tool for shaping essential interactions. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information. Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. Evolving Customer Habits.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

BlueOcean

JULY 24, 2017

And that work environment is what nurtures and supports the frontline agents as they interact directly with your customers. Secondly, the contact center RFP timeline is by necessity a time-consuming process. Are they demonstrating trust and transparency, encouraging their employees to interact openly with you? We’ll be waiting.

Contact Center 0

Contact Center Culture eBook Hospitality 0

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. Consumers do, after all, still have choices available to them. Convenience: First Among Equals. actively cut back their spending.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Optimove

MARCH 12, 2025

Craft an Omnichannel Marketing Experience Providing a seamless and consistent shopping experience across multiple channels ensures customers can transition effortlessly between online and offline interactions, allowing brands to reach customers wherever they are with the right message at the right time.

Retail 52

Retail Sales Strategy Marketing 52

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Consumers benefit too. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

Self Service 116

Self Service eBook Insurance Consumers 116

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. Research has shown that 96% of those who go through a high-effort interaction become more disloyal compared to just 9% who have an effortless experience.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage eBook 136

Inbenta

MARCH 30, 2021

Additionally, Covid-19 has further altered consumer habits. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience.

Self Service 136

Self Service Customer Service Marketing How To 136

Interactions

JULY 29, 2021

Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Given that 92% of consumers surveyed believed that today’s customer service needs improvement, brands have a big opportunity to make excellent customer service a key differentiator. So what exactly do customers want?

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Oracle

JANUARY 31, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.”. Interactive yet distracted. There are many ways to interact with customers, but consumers easily lose focus. The 2020 customer wants to interact but may disengage quickly. Next-day shipping is no longer enough.

Customer Experience 104

Customer Experience eBook Study Customers 104

Optimove

FEBRUARY 18, 2025

Data analytics provides a detailed view of how customers interact with products, allowing retailers to offer targeted promotions, offers, and personalized messages that resonate with individual shoppers. This ensures that competitive pricing strategies align with consumer expectations to maximize profits.

Retail 52

Retail Analytics Data eBook 52

Comm100

MAY 11, 2020

And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t. In the Customer Experience Survey by Interactive Intelligence Group, a ‘timely response’ was identified as the most valued attribute in customer service. This slows down resolution speed and leads to longer wait times.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is communication still going strong and do you feel comfortable in those interactions? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Comm100

NOVEMBER 21, 2017

It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. There are others out there like me who want to make things better and improve the service that consumers receive.

How To 0

How To eBook Customer Service Training Training 0

TechSee

NOVEMBER 11, 2019

Many consumers face significant technical challenges as they set about smartening up their homes. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery. Smart Home technology is expected to become a $151.4

Self Service 138

Self Service Technology Wireless eBook 138

BirdEye

DECEMBER 14, 2022

Electronic books (eBooks) 10. Interactive: Interactive content encourages your followers to actively engage with your posts. Polls, infographics, webinars, and contests are all forms of interactive content that can drive engagement. Blogs, guides, and other written content can be time-consuming to create.

Social Media 98

Social Media eBook Infographics Entertainment 98

Interactions

MARCH 18, 2021

When thinking about preparing your business for post-pandemic, it’s interesting to reflect on the fact that we will all be post-pandemic consumers. When it comes to interacting with businesses, it’s probably safe to say that most consumers have had to rely on digital channels to get things done. 1) Evaluate your current state.

Consumers 62

Consumers Meeting Self Service eBook 62

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. The bar has been raised for customer experience teams and how they develop relationships with consumers. We don’t hate human interaction; we just want to complete our work. What Do B2B Consumers Want? This is part 5 in a 5-part series.

B2C 98

B2C B2B Self Service e-support 98

Comm100

MAY 11, 2020

And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t. In the Customer Experience Survey by Interactive Intelligence Group, a ‘timely response’ was identified as the most valued attribute in customer service. This slows down resolution speed and leads to longer wait times.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Inbenta

JANUARY 17, 2022

In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. Consumers upgraded their home technologies and even those who had been warier of using digital services sought and purchased services on their mobile phones. 9 Customer Service Trends for 2022: 1.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. Read on to find out why a chatbot is the best solution for your customer interaction needs. A chatbot is an efficient way to streamline your business’ customer service interactions. Customers appreciate the interaction with chatbots for several reasons.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

ChurnZero

JANUARY 5, 2022

Customer Experience (CX) is a measure of the customers’ perception of your business after they interact with it. Therefore, it’s focused on the interactions they have with your business. The idea behind customer experience is to provide positive interactions that help improve the relationship between your customers and your company.

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base.

Customer Experience 100

Customer Experience Contact Center Airlines Average Handle Time 100