InMoment XI

DECEMBER 9, 2024

Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Check out our 2025 Consumer Trends Report for deeper insights and practical guidance on navigating the future of customer experience. Smart recommendations can turn these efforts positive.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. The self-service enabled by chatbots can help your business by reducing support costs.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts.

Trends 109

Trends Self Service Omni-Channel Social Media 109

Vonage

FEBRUARY 23, 2017

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Consumer Behavior, Higher Expectations are Changing the Game. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 306

Contact Center Self Service Analytics Banking 306

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Kayako

MAY 4, 2022

Are you ready to deliver Friction-Free Customer Service? Discover Kayako Self Service. Gartner reports that 96% of customers experiencing high friction with a company are more likely to become disloyal, purchase less in the future, and spread negative information to discourage others from becoming customers. Feeling lost.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Online and Mobile Banking More customers prefer the self-service option of managing their finances on their own time.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service. Smart Scheduling with AI.

Self Service 207

Self Service Innovation Analytics Transportation 207

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. 25% Lack of self-service options.

Call Center 246

Call Center Self Service Contact Center eBook 246

Kayako

JULY 28, 2022

According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service? Are you ready to deliver Friction-Free Customer Service?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Now, 39% of modern consumers expect a reply within four hours. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Storyminers

FEBRUARY 19, 2021

Getting the latest information, statistics, and perspectives is time Dash consuming. This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience. Click on the link at the bottom to read the full report. Read the full report here.

Report 162

Report Self Service Customer Experience Customers 162

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.

B2B 339

B2B Customer Journeys How To Effort Score 339

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Gained self-service capability.

Case Study 287

Case Study Study Self Service Customer Service 287

QuestionPro Audience

JUNE 3, 2019

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Definition.

Consumers 191

Consumers Industry Self Service Advertising 191

Beyond Philosophy

JUNE 9, 2022

However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. Self-Service Versus Full Service . For efficiency?

Self Service 88

Self Service Airlines Examples Interaction 88

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 233

Customer Service Strategy Self Service How To 233

Kayako

JUNE 9, 2022

To strengthen loyalty, companies are now shifting their attention to customers’ overall experience with the product or service, in other words, their customer journey. In fact, Salesforce reported that 80% of customers consider their experience with a company to be as important as its products. People like to help themselves.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Calabrio

MARCH 25, 2025

Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service. However, this doesnt mean chatbots are foolproof. The takeaway?

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

Kustomer

MARCH 24, 2022

Self-Service. These channel predictions from CX professionals are reflected in consumer survey data as well. They also have a much higher appetite for self-service and chatbots than older generations, with 77% of consumers under 25 saying that they find chatbots to be helpful. More Popular. Live chat.

Self Service 112

Self Service Consumers Chatbots Social Media 112

Kayako

JANUARY 24, 2018

Consumers want a messaging experience over live chat. Self-service will become a form marketing. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this. ” Shep Hyken , customer service and experience expert and New York Times bestselling business author.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare consumers are overwhelmed and frustrated. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. So how is this innovation and growth affecting customer support as a whole? Here’s a quick look at a few findings.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital.

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

TechSee

JULY 18, 2019

Today’s consumers want their lives to be as easy as possible. A Gartner study found even more dramatic results, reporting that moving from providing a high-effort customer experience to a low-effort one cuts costs by 37%, and increases the likelihood of increased purchases by an astonishing 88%. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 According to a report by Pew Research Center , 85% of Millennials say they use social media. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

OCTOBER 16, 2018

The Consumer Challenge. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Companies have taken notice of consumer preference for self-service. Virtual Assistants .

Self Service 138

Self Service Wireless Chatbots Video 138

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self Service Contact Center How To 136

Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. 80% of consumers surveyed say that they would be more loyal to brands that understanding them.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Today, consumers are demanding ever more personalized, seamless, and efficient service across an expanding array of channels.

Contact Center 130

Contact Center Management Strategy Call Center 130

Interactions

APRIL 2, 2025

This level of personalization speeds up interactions, saves retail consumers precious time, and shows that your company cares about their convenience and their business. Its critical to provide a seamless transition between a self-service IVA and agent, or the customer may be reluctant to use self-service in the future.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 Use visual data to enhance self-service with context & customization. per contact.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145