TechSee

OCTOBER 2, 2019

Wait time – 27 percent said having to wait too long to reach a customer service rep was a deciding factor in whether or not to move on. To download the full results of ‘Crash and Churn,” the 2019 survey report, click here. The survey dug deep into the aspects of customer service that made subscribers call it quits.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Comm100

JANUARY 7, 2020

Balance is key for customers and agents: We found that teams with over 50 agents have the highest satisfaction rate and the fewest chats per agent, while teams with 26 – 50 agents have a customer satisfaction score more than 6 points lower, more than twice the wait time, and more than double the number of chats per agent.

Data 146

Data Wait Times Chatbots Effort Score 146

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. 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.

Feedback 62

Feedback Social Media Analysis Survey 62

Comm100

OCTOBER 25, 2017

Free Download] How to Deal with Difficult Customers over Live Chat. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Download Now. We’ve all experienced times when circumstances have tested our tactfulness. Download Now. And you need more. Or Important!)

Customers 398

Customers Customer Service Ecommerce eBook 398

Comm100

JUNE 13, 2018

This results in longer wait times and negatively impacts the customer experience. With live chat, agents can handle as many as three or more chats simultaneously (as opposed to one at a time over the phone). This helps businesses reduce wait times, and saves companies money on personnel costs and toll chargers.

Tips 168

Tips Self Service e-support Social Media 168

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Poor promises management directly affects your call handling times, wait times, customer satisfaction, and loyalty as measured by your Net Promoter Score (NPS).

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Comm100

MAY 11, 2020

To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. This slows down resolution speed and leads to longer wait times. And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

DCX

MARCH 11, 2025

Learn how to rally every department around customer obsession; click the button below to get started: Download the Free Guide Join the global community of 1,150+ CX trailblazers who receive the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Long call wait times?

Customer Centricity 52

Customer Centricity Self Service Chatbots NPS 52

InMoment XI

MAY 14, 2024

For example, patients may highlight issues such as long wait times or communication barriers. Download Report How to Improve Your Healthcare Reputation Management When it comes to reputation management, it can be easy to be overwhelmed by all the different things you are told to do.

Healthcare 195

Healthcare Management Hospitality Analysis 195

Comm100

MAY 11, 2020

To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. This slows down resolution speed and leads to longer wait times. And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

BirdEye

SEPTEMBER 26, 2023

Reduced wait times with appointment According to one study, using AI to automate patient registration reduced wait times by an average of 12 minutes. Using AI, You can communicate with patients via text messaging, social media channels, or Web Chat 24/7.

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

Comm100

SEPTEMBER 14, 2022

With more than 80% of common requests handled, wait times are reduced for students needing agent support. Go big(ger) on social media. Like all online channels, social media has a huge influence on Gen Z. Staying on top of every social channel where schools have a presence can be difficult.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Comm100

MARCH 21, 2019

Your customers will always welcome shorter wait times, being able to contact you via mobile, and the ability for them to have a conversation emailed to them is also a helpful and unexpected feature. In fact, a huge 67% of consumers have used a company’s social media site to get customer service help. Download Now.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Your customers will always welcome shorter wait times, being able to contact you via mobile, and the ability for them to have a conversation emailed to them is also a helpful and unexpected feature. In fact, a huge 67% of consumers have used a company’s social media site to get customer service help. Download Now.

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

APRIL 6, 2020

Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media. Download Now.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

AUGUST 24, 2016

Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances. Download Now.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. neutral, slightly annoyed, extremely frustrated) over time. It categorizes sentiment trends (e.g.,

Analytics 62

Analytics Customer Service Analysis e-support 62

DCX

MARCH 16, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Long wait times, outdated systems, and robotic self-service are pushing customers to their breaking point. 🔗 Full breakdown?

Self Service 52

Self Service Wait Times Brands Interaction 52

BirdEye

FEBRUARY 8, 2023

It involves optimizing a doctor’s online presence on platforms such as social media and medical review sites. For the best outcomes, you’ll need to maintain accurate business listings , respond to reviews in a timely manner, and create relevant content – just to name a few.

Tips 19

Tips Management Social Media Tools 19

Kayako

MARCH 3, 2016

You can also download our free cheat sheet with details of how to calculate each of these metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Average first reply time. Call wait time.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Kustomer

MAY 25, 2022

Plus, 81% of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. Over the last few years, companies have realized the rising value of social media. In 2022, US social commerce sales are expected to reach $45.74

Chatbots 98

Chatbots Consumers Social Media Customer Experience 98

DCX

FEBRUARY 23, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Instead, it’s rolling out internal AI tech to help journalists with SEO, summaries, and even writing social media posts.

e-support 52

e-support Culture Wait Times Leadership 52

Vonage

FEBRUARY 7, 2017

This minimises wait times, reduces the need to be passed between multiple agents, and increases satisfaction. They expect to be able to access customer service in whichever way is most convenient to them – whether that’s face to face, by phone or email, via social media or using live chat.

Customer Service 120

Customer Service Self Service How To Gamification 120

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Chatbots 198

Chatbots Multi-Channel Knowledge Base Wait Times 198

CSM Magazine

OCTOBER 19, 2020

Free Download. Provide Support Live Chat enables convenient interaction with customers in real-time to create a connection, share information about products, and provide customer support. Customers are often more receptive when they interact where they are the most comfortable, whether it is by phone, chat, email, or social media.

Ecommerce 98

Ecommerce Social Media Chatbots Customer Service Strategies 98

Customer Bliss

JANUARY 26, 2018

And if you’re touting your chat service as live, someone should be on the other end to handle the inquiries and there should be a wait time listed if a rep isn’t immediately available. Download the full LiveChat Customer Service Report 2018 here. Download the full LiveChat Customer Service Report 2018 here.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Comm100

NOVEMBER 15, 2017

You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. Social media: whether your issue has been resolved in a single message. Download Free. Frustrated, you hang up.

How To 135

How To First Call Resolution Social Media Contact Center 135

DCX

JANUARY 28, 2025

Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines. Maybe customers rave about your helpful support team but complain about long wait times. This emotional layer is often where the real insights lie. Look for patterns in complaints and compliments. What are the recurring themes? New to DCX?

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Lumoa

AUGUST 8, 2023

Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services. These should be specific, measurable, achievable, relevant, and time-bound (SMART). Download your copy now! This feedback helps inform how they operate going forward.

Analysis 195

Analysis Survey Feedback How To 195

Kayako

APRIL 28, 2016

Download a printable version of the workflow, or read on for the step-by-step guidelines to live chat. Customers should not be made to wait when they initiate a chat request. Aim for an average wait time of less than 20 seconds. Just download our handy template and get all these steps in easy to read actionable points.

Customer Experience 120

Customer Experience Self Service Knowledge Base Customers 120

DCX

DECEMBER 3, 2024

Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. ” Financial Services : “How could we create a banking experience with zero paperwork and zero wait times?” Define Your Goal : Keep it customer-focused.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

Comm100

NOVEMBER 13, 2022

Chatbot responses have no delay, meaning an improved customer experience and lower wait times for all kinds of requests. I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator, Thompson Rivers University. The result is two-fold.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Eptica

DECEMBER 11, 2019

For example, the average cost of an inbound call is £4.53, 16% more than an email, 34% more than web chat and 42% more than a social media interaction. this year and social media has risen from £3.07 At the same time, more organizations (62%) expect live telephony channel volumes to fall than to rise (15%).

Self Service 75

Self Service Customer Service Social Media NPS 75

Comm100

DECEMBER 22, 2016

Videos, free smartphone games, craft ideas, contests, and asking fans to click through to contribute or share their stories on social media platforms are all ways to make the content of your emails more interactive. Free Download] 2016 Live Chat Benchmark Report. Download Now. consumers and 70% of U.K.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

DCX

JANUARY 21, 2025

Does it fix their biggest pain point, shorten wait times, or make life easier? Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success—no fluff, no filler—just proven tips to get everyone on the same page. New to DCX?

How To 52

How To Effort Score Self Service Leadership 52

Lumoa

SEPTEMBER 11, 2023

Right from the moment buyers first come across your company’s advertisements to long after they’ve made their first purchase, they will interact with your company and its representatives multiple times. Each of those interactions is a stop on their customer journey, whether it occurs online, offline, on social media, or on any other platform.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195