Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Let’s explore the top 6 chatbot examples of 2020. One of the best chatbot examples is from the healthcare industry. A Chatbot to Help Mortgage Applications . Industry: B2B.

Chatbots 180

Chatbots Examples Customer Service Banking 180

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. For example, a customer reviews your latest feature in a Facebook post.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

MARCH 14, 2025

Call performance data can also reveal inefficiencies in call management, wait times, and workflows to further help you balance available resources (agents) with demand. For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Calabrio

MARCH 5, 2025

You calculate it by taking the total time to respond to inquiries over a set period and dividing it by the number of inquiries received. This way, customer interactions are directed to the right resource more efficiently, reducing wait times. Monitor and adjust: Regularly review your FRT metrics.

Measurement 100

Measurement How To Self Service Contact Center 100

InMoment XI

OCTOBER 30, 2024

For example, let’s say a customer interacts with an agent via email for the first time. For example, insurers can provide specific risk assessments based on customer profiles. Leverage AI & Chatbots Chatbots enable customers to find quick answers to their questions without having to wait for a human agent.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center. AI identifies long hold times as the primary driver of effort and recommends reallocating staff during peak hours to reduce wait times.

NPS 118

NPS Effort Score Metrics e-support 118

ECXO

FEBRUARY 10, 2025

One well-known example is confirmation bias, where people seek out and interpret information that aligns with their pre-existing beliefs while ignoring contradictory evidence. Now, imagine a customer waiting in a service queue. To the company, five minutes might seem like an acceptable wait time. Another classic example?

Customer Experience 168

Customer Experience Self Service Social Media Customer Expectations 168

ECXO

DECEMBER 25, 2024

Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Todays customers expect companies to: 1. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ECXO

OCTOBER 23, 2024

Gone are the days of lengthy wait times or generic responses. For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. Customers feel heard, understood, and supported, leading to increased satisfaction and loyalty.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Experience Investigators by 360Connext

JANUARY 21, 2025

Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

InMoment XI

OCTOBER 18, 2022

Many companies have struggled to stay fully staffed amid the job market churn often called The Great Resignation, which translates directly to everything from longer customer wait times to reduced item availability. For brands, this has become an employee experience (EX) challenge that is formidable, but not insurmountable.

Brands 397

Brands Transportation Wait Times Course 397

Happy or Not

NOVEMBER 13, 2024

With countless excellent customer service examples in various industries, it’s clear that companies that prioritize a customer-centric approach stand out in customer service today. This is a great customer service example of how to address customer issues to exceed customer expectations proactively.

Examples 36

Examples Customer Service Case Study Hospitality 36

CSM Magazine

FEBRUARY 6, 2025

For example, your vision could be to deliver timely, efficient, and empathetic service, or to make customers feel valued and understood.Your vision acts as the foundation for your roadmapping process, guiding every decision and initiative. Is your primary goal to reduce response times in live support channels?

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Automate frequently asked questions to better use agent time.

Chatbots 244

Chatbots Industry Customer Service Wait Times 244

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS). Example: A software company uses AI to monitor customer behavior.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

InMoment XI

OCTOBER 25, 2024

Are diners mostly satisfied with your food quality, ambiance, and wait times? For example, if the CEO is occupied with a PR crisis, someone capable should be on standby to run the ship until the situation is resolved. By monitoring online reviews, you get a clearer picture of public sentiment toward your restaurant.

Feedback 195

Feedback Management Social Media ROI 195

Experience Investigators by 360Connext

JULY 6, 2021

These might include simple objectives like “reduce customer wait times by 25%” or they might include broader goals like “reduce customer effort throughout the customer onboarding process.” Operational data , like product return rates, customer wait times, and even employee retention rates.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Retently

MARCH 11, 2025

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. Example : If a delayed shipment issue appears across multiple feedback sources, its flagged to the logistics team immediately.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Comm100

NOVEMBER 2, 2022

As AHT for chatbots changes over time, it can be used to measure the efficacy of a chatbot. Wait Time indicates how long visitors spend waiting for a live chat session to begin. With chatbots handling the majority of requests, you should see wait times decrease.

Chatbots 246

Chatbots Metrics Average Handle Time Wait Times 246

Comm100

MARCH 14, 2022

In a 2021 survey, nearly 40% of Americans reported experiencing phone wait times of more than five minutes with federal agencies. Live chat is the most effective channel at reducing wait times because chats can be sent and received in real-time, while agents can handle multiple simultaneous conversations.

Government 245

Government Wait Times Video Guidelines 245

TechSee

NOVEMBER 27, 2024

Lead by example, demonstrating a commitment to delivering exceptional customer experiences. Additionally, AI-powered agents can offer instant responses to common queries, and robust AI agents can provide no-wait Tier 2-level service automation. This reduces wait times and improves overall efficiency.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Comm100

APRIL 9, 2021

Wait times are key to any customer service team. From analysis of our 2021 Live Chat Benchmark Report , we found that live chat teams in banking and financial services have a wait time of 36 seconds. Moreover, average wait times for phone is almost 90 seconds. – Encourage self-serve. – Chatbots.

Banking 222

Banking Financial Data Wait Times 222

Comm100

MAY 20, 2022

Lower wait times. The instant, real-time nature of live chat satisfies consumers’ need for speed, but it also helps to reduce wait times. This is known as chat concurrency and means that visitors don’t need to experience lengthy wait times as they so often do on the phone.

Software 237

Software Wait Times Multi-Channel Consumers 237

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Average wait time. Average wait time is an important metric that is available in the wait time report.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

InMoment XI

SEPTEMBER 18, 2024

Wait Times : Long wait times can quickly sour an otherwise good experience. Reducing them shows respect for patients’ time. Reduce Wait Times : Improve internal workflows to ensure patients aren’t left waiting unnecessarily. It’s helping reduce wait times and improve efficiency.

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

Comm100

DECEMBER 16, 2024

For example, chatbots are a common tool in customer service automation. For example, if a customer submits a query about a billing issue, the system can route the ticket directly to the billing department for resolution, eliminating unnecessary steps and ensuring that the query is handled by the right team.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

CloudCherry

FEBRUARY 20, 2019

For example, the issue impacting customers going to the New York City store isn’t the location of the store – it’s the fact that the store is located on a high-end street, and customers aren’t being welcomed at the door as they expect. For example, you might survey customers about the wait times in their local branch.

Strategy 273

Strategy CEM Analysis Self Service 273

Calabrio

MARCH 5, 2025

How you can actually use CX analytics: 3 real-world examples All these benefits that CX analytics solutions can deliver sure sound good. Find out in these three examples of real-world CX analytics impact. But what does it actually mean to put them into practice? increase in annual top-line revenue.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Comm100

APRIL 22, 2021

Canadian Blood Services (CBS) is a perfect example of this. CBS recognized that much of their agents’ time was being spent on simple queries, giving them less time to focus on the more sensitive or complicated questions. However, for some companies, reducing headcount isn’t the major reason for implementing a chatbot.

Chatbots 246

Chatbots Brands Wait Times Consumers 246

InMoment XI

SEPTEMBER 16, 2024

But, if patients have to endure long wait times to see the doctor, they are still not likely to report a positive experience. Outpatient care Check-in – gathers patient feedback on wait times and quality of staff support during the check-in process. The receptionist was very helpful on the phone.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

Calabrio

MARCH 25, 2025

For example, if customers are continually calling in about pricing around one of your products or services, you can add a new conversation flow to your decision tree and add answers to help customers get the information they need. When properly implemented chatbots can check both of these boxes on their way to enhancing overall CX.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

GetFeedback

MAY 23, 2019

As an example, let’s use something we’ve all done — eaten at a new restaurant: . Examples of how to engage a user are: When a support ticket is closed. NPS surveys should be sent out either on a cadence, for example quarterly, or tied to some seemingly random set of actions that a user may accomplish.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

OCTOBER 19, 2021

We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? call history, wait times, transfers, channel hopping) we can predict the level of effort the customer had to put forth to get their query resolved, all without a survey.

Analytics 370

Analytics Data Customer Experience Social Media 370