Survicate

APRIL 26, 2019

In her article, Anna discussed the idea that companies can use what they learn from their customers during service or support engagements to inform the creation of their knowledge base documentation. collecting feedback from knowledge base users). How Surveys Can Help You Make Improvements to Your Knowledge Base.

Knowledge Base 104

Knowledge Base Survey Feedback Course 104

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. Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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.

Banking 222

Banking Financial Data Wait Times 222

Comm100

OCTOBER 25, 2021

Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents. Developing a digital strategy for your contact center requires building a single source of truth in the form of a knowledge base.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . – Knowledge base . Sign Up Free.

Software 224

Software Social Media Knowledge Base Omni-Channel 224

Comm100

FEBRUARY 24, 2022

Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. . Given that Gen Z spend as much as 74% of their free time online , higher education live chat is a no-brainer. It also often means shorter wait times with the ability to offer chat concurrency.

Chatbots 235

Chatbots Knowledge Base Wait Times Survey 235

Comm100

FEBRUARY 24, 2022

Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. . Given that Gen Z spend as much as 74% of their free time online , higher education live chat is a no-brainer. It also often means shorter wait times with the ability to offer chat concurrency.

Chatbots 47

Chatbots Knowledge Base Wait Times Survey 47

Comm100

MAY 7, 2024

Before we dig into how to streamline customer service, let’s explain the most common benefits: Minimizing delays : Customers today have little patience for long wait times. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 233

Customer Service Strategy Self Service How To 233

InMoment XI

OCTOBER 30, 2024

After processing the information, the chatbot can leverage its knowledge base to suggest next steps and personalized advice. It helps improve customer satisfaction by cutting down on wait times and increasing efficiency. It will also save you time that can be utilized in other aspects of your service.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Set Clear Milestones for Progress Set specific, measurable milestones to ensure progress over time. Refine strategies based on customer feedback.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

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

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. The most basic chatbot software is often known as a keyword chatbot.

Chatbots 244

Chatbots Customer Service Knowledge Base Social Media 244

TechSee

NOVEMBER 27, 2024

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. This frees up human agents to focus on providing empathetic support when needed.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Comm100

JUNE 15, 2022

This can be done more easily than you might think as organizations can build a chatbot using their existing knowledge base and support materials. By doing so, chatbots can resolve the most frequently asked questions that are simple yet repetitive and time-consuming – and do all this without any agent intervention.

Chatbots 244

Chatbots Industry Customer Service Wait Times 244

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. If you have to, this means you have a problem or an unanswered question.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. That means shorter wait times, freed up agent time, and happier customers. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

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. Instead, when a visitor asks a question on live chat, AI technology automatically surfaces answers from pre-written canned messages and knowledge base articles and presents them to the agent.

Chatbots 180

Chatbots Examples Customer Service Banking 180

CSM Magazine

JANUARY 8, 2025

Categorize and assign tickets to the right team members, ensuring faster response times and higher satisfaction. Knowledge Base Reduce repetitive queries and empower your customers by creating a self-service knowledge base. Is HubSpot Customer Service Software Right for You?

Software 52

Software Self Service Customer Service Net Promoter Score 52

CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. Optimize Scheduling and Workforce Management Ensure the right number of agents are available at the right time by using workforce management tools.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

GetFeedback

MAY 23, 2019

For example, if you have a lot of positive ratings and the reasons are because of the low effort to access your knowledge base, you could expand your knowledge base to include other departmental FAQs. Net Promoter Score (NPS) has less of an ability to drive specific outcomes, but it is excellent at discovering themes.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

TechSee

OCTOBER 13, 2020

Enhancing collaboration between the two will enable field services to benefit from the contact center agent’s knowledge of policies, customer information, and product details, all essential information that helps resolve customer issues without dispatching a technician. Techniques to optimize staffing. Enhance technician utilization.

Meeting 202

Meeting How To Knowledge Base Contact Center 202

Comm100

MARCH 30, 2021

Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Automated messages can also be sent out to customers giving them an approximation of wait time so that they know to expect an answer shortly. Free all-in-one customer engagement platform.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Calabrio

MARCH 5, 2025

How AI and automation helps contact centers improve first response time Today, contact center AI and automation is driving optimization across operations by connecting customers with the right resources and minimizing wait times. This might mean assigning inquiries based on expertise or availability, or even time of day.

Self Service 130

Self Service Contact Center Wait Times Social Media 130

Comm100

APRIL 12, 2022

Unlike traditional phone support that often suffers from long wait times, chatbots are instantaneous, providing real-time support no matter the time or hour. And with unlimited capacity, high volumes don’t impact wait times as they do with traditional support so agents aren’t overwhelmed at peak times of the day or week.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Comm100

OCTOBER 10, 2022

Customer service teams often face an uphill battle to keep wait times and response times low, even with the modern tools provided by live chat. Chatbots can help ensure fast support with low waits by: Acting as a “front door,” to collect information about users which is then passed on to support agents.

Chatbots 258

Chatbots Self Service Examples Industry 258

Comm100

FEBRUARY 1, 2022

With a knowledge base integrated, for example, agents can quickly find resolutions to student queries. Combined with chat concurrency, agents can more quickly support a larger number of students at a time, significantly reducing wait times from traditional phone support.

Engagement 242

Engagement Omni-Channel Chatbots Social Media 242

Comm100

AUGUST 31, 2021

Wait Time: 35 Seconds. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease. What can you do to reduce wait time? Knowledge Base. Chat Duration: 9 Minutes and 45 Seconds.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Win the Customer

NOVEMBER 25, 2024

Quick Response Times: AI can process and respond to customer inquiries instantly, reducing wait times and improving customer satisfaction. Knowledge Base Access: AI can provide agents with real-time access to information, empowering them to solve problems quickly and accurately.

Knowledge Base 59

Knowledge Base Wait Times Chatbots Customer Satisfaction 59

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Improve AHT with knowledge bases. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Techniques to optimize staffing. Improve agent utilization.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Comm100

MAY 20, 2020

This slows down resolution speed and leads to much longer wait times. With omnichannel, all relevant information is conveniently knitted together within the agent console to accelerate response and resolution time. The right channel for the job.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

MARCH 9, 2022

Traditional phone support tends to result in lengthy wait times as members wait for an available agent. With an omnichannel platform that has an integrated knowledge base, agents are equipped to respond to any member inquiries with the wealth of the organization’s knowledge at hand.

Strategy 235

Strategy Omni-Channel e-support Financial 235

CSM Magazine

MARCH 6, 2025

Potential Areas for Improvement: While Microsoft Live Chat is generally reliable, there are occasional challenges, including: Wait Times during peak hours. Microsoft Support Chat is designed to save time and address common issues quickly. Limited Scope for Complex Problems , where verbal communication might be more effective.

Virtual Agent 52

Virtual Agent Knowledge Base Social Media Wait Times 52

Kayako

MARCH 3, 2016

Call wait time. — — — — — — — — — — — —. This metric looks at the total number of times your customers interact with your support team across any channel that you support. . — — — — — — — — — — — —. Call wait time. What is call wait time? Why should you measure call wait time?

Metrics 120

Metrics Net Promoter Score Self Service Abandon Rate 120

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020 (sorry WestJet, we know many other companies were experiencing similar challenges too!): Providing your agents with accurate and easily-accessible knowledge base articles and canned messages can go a long way here.

Contact Center 135

Contact Center Chatbots ROI Knowledge Base 135

UJET

APRIL 1, 2020

Accurate Wait Times. Seeing the wait timer can cause immediate customer frustration which can be heightened by the urgency of the request, a stressful situation, and more. Rather than giving broad ranges and time intervals, the wait timer should be using platform data to provide accurate wait times based on the channel.

Tips 100

Tips Wait Times Self Service e-support 100

InMoment XI

SEPTEMBER 26, 2024

Scheduling Complexities: Managing agent schedules to match peak call times is a challenge that plagues most contact centers. Too few agents mean long wait times and frustrated customers, while too many agents during off-peak hours lead to underutilization and wasted resources.

Call Center 195

Call Center Self Service Contact Center ROI 195