NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Meeting Self Service 145

Comm100

FEBRUARY 12, 2023

Read below for 5 of the top use cases for chatbots in higher education, and then download the SlideShare for even more ways that schools and students are benefitting from a university chatbot. I think anyone who has a social media account can build a Comm100 Chatbot.”

Chatbots 240

Chatbots Self Service Resources Social Media 240

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends. Read the report today!

Analysis 195

Analysis Software Self Service Social Media 195

Comm100

JUNE 13, 2018

Other specific marketing actions to consider are email campaigns, social media publications, in-app push notifications, and paid advertisements. Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season.

Tips 185

Tips Self Service e-support Social Media 185

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Retail 148

Retail Self Service How To Policies 148

InMoment XI

JANUARY 2, 2023

With new technology and social media, we have more ways than ever before of interacting with our customers. Onboarding can be self-service or high touch, and likely a combination of both. Download the free eBook today for a comprehensive guide from our experts on how to choose the right CX metrics for your program.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

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. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

DCX

APRIL 1, 2025

Download your free set of 32 GenAI prompts right now. Use it to: Design interactions customers actually want to repeat Reduce time-to-resolution Scale self-service without sacrificing quality These tools empower you to: Pinpoint where you’re going wrong. Say goodbye to overwhelm and hello to crystal-clear prioritization.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

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 No Vision, No AI, No Service. Use visual data to enhance self-service with context & customization. per contact.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. Download your copy today.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 1 Connect with omni-channel shoppers. Share them below.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Comm100

DECEMBER 11, 2017

Social Media Support. Social media is not just for individuals. Companies can share interesting content and answer questions from customers on social media platforms. Self-Serve Tools. Customers who have experienced a negative encounter with a call center will prefer the self-service portal.

Customer Experience 152

Customer Experience Social Media Self Service Multi-Channel 152

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. 93 per cent said it was important¹ that they are able to contact their supplier in whatever way they prefer – such as by phone, email, social media, text or messaging apps.

Self Service 59

Self Service Customer Service Wireless Government 59

Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. Bottom line? For many companies, it appears to be well and truly all about the dollars and cents.

Self Service 49

Self Service Social Media Financial Knowledge Base 49

Experience Matters

MARCH 17, 2015

Download report for $195. Social media and phone self-service interactions were the only areas that did not gain momentum. Download report for $195. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Vonage

APRIL 3, 2018

In particular, I suggest you make sure you’re not frustrating customers by requiring them to contact you for support that should be available on a self-service basis. You failed to respond to a customer’s survey response or social media message. It’s called “social” media for a reason. Your pacing is off.

Self Service 133

Self Service Social Media Customers Survey 133

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality. Download Now.

Contact Center 170

Contact Center Call Center Self Service Chatbots 170

Kustomer

JANUARY 7, 2022

Transparency, communication and proactive solutions are able to go that extra mile even in the event of an unexpected complication with an order or service. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters.

Self Service 82

Self Service Social Media How To Chatbots 82

ijgolding

JULY 18, 2018

The Customer Service & Experience Summit Europe is a by brands for brands meeting focused on bringing together an unrivalled list of in-house customer experience and service leaders across Europe. You can download the brochure here to see the full speaker line-up and agenda. I hope to see you there! Customer What?

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Comm100

FEBRUARY 13, 2018

Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances. Free Download] Live Chat Benchmark Report 2018. Download Now.

Strategy 131

Strategy Self Service Knowledge Base Call Center 131

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Comm100

FEBRUARY 23, 2021

– Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience. Comm100’s free social media offering is an easy and cost-free solution to adding this support. Prioritize customer service training.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. 2021 Live Chat Benchmark Report – Download the report for exclusive industry and team size data.

Banking 235

Banking Financial Data Wait Times 235

Comm100

NOVEMBER 3, 2016

Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014. Download Now.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

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. Long wait times, outdated systems, and robotic self-service are pushing customers to their breaking point.

Self Service 52

Self Service Wait Times Brands Interaction 52

DCX

FEBRUARY 11, 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. Those self-service options you rolled out? They're quietly dropping call volumes. New to DCX?

Self Service 52

Self Service Leadership Comparison Report 52

Kustomer

OCTOBER 20, 2022

The not-so-distant advent of smartphones, social media, and all things information has disrupted nearly every industry. Have Robust Self-Service Tools in Place for Customers. Self-service tools provide customers with the ability to help themselves without having to connect to a human team member.

Self Service 85

Self Service Knowledge Base Chatbots Consumers 85

Kayako

MARCH 3, 2016

You can also download our free cheat sheet with details of how to calculate each of these metrics. Self-service metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. Number of positive social mentions. Performance metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Thematic

MARCH 18, 2025

They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. Many businesses collect feedback from various sources—surveys, support tickets, social media, and reviews.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor support integrations with live chat, social media, and knowledge base solutions to help you create a frictionless omnichannel customer experience? Does the CRM software vendor have social media and email integrations?

Software 131

Software Customer Engagement Engagement Social Media 131

DCX

MARCH 11, 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. Give them self-service options that don’t make them want to throw their phone at the wall.

Customer Centricity 52

Customer Centricity Self Service Chatbots NPS 52

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. Auto Jockey : Provides tools for capturing customer activity and information, social media, and sales and service integration.

Software 143

Software Customer Engagement Engagement Omni-Channel 143