BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

NOVEMBER 30, 2018

Goal: Delivering a Consistent, Omnichannel Experience. Task: Define greatness within each channel. In reality, the first step to creating an omnichannel experience is to fully integrate all contact channels. Trouble spanning channels, meanwhile, ranks as one of the biggest customer experience pain points.

Omni-Channel 103

Omni-Channel Self Service Abandon Rate Policies 103

SurveySparrow

JANUARY 20, 2020

3 Provide information: After the purchase, there might be areas where the customer doesn’t know how to handle a situation. Do not make them call the customer care number although that should be an option. 16 Make customers confident about their purchase: There was a time when customers were wary about buying products online.

Measurement 52

Measurement Omni-Channel Loyalty Programs Social Media 52