TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. 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 Gartner reports that self-service costs around $0.10

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Cloud-based, omni-channel CRM solutions.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. As we mentioned, this led to a surprising increase in mattress sales.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy. This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

InMoment XI

FEBRUARY 14, 2024

In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. What is Omnichannel Customer Experience? Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers. Am I still needed?”

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

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. 3 The need for speed.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

TechSee

APRIL 17, 2022

Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. This omnichannel customer experience enhances operational efficiencies, drives both customer and employee satisfaction, and, importantly, is increasingly expected by today’s customers.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. Investment in technology has been targeted at one or two channels.

Omni-Channel 156

Omni-Channel B2B Technology Ecommerce 156

Joe Rawlinson

AUGUST 9, 2017

In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. Engage Customers With More Personalized Service. Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Vonage

MARCH 26, 2018

If you’re not providing an omni-channel service experience, your customers will happily switch to a competitor that does. Develop a self-service experience Self-service provides information that customers can use to help themselves. Offer support via social media J.D.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 2) Omnichannel Coverage. 1) Live Chat.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Turning it around.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

ShepHyken

DECEMBER 9, 2024

Can Your Customer Service Make a Sale? And sure, there were those sales. However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service. Customer service must be baked into the entire customer journey, especially in sales.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 2) Adding support for digital messaging and real-time channels. 4) Providing agents context to all interactions across all channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. But they also want their experiences to be consistent across channels. Managing Technology: The contemporary contact center is an increasingly digital place. Heres how: 16.

Contact Center 130

Contact Center Management Strategy Call Center 130

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . They are real-time users looking for a rewarding shopping experience, and they expect the best service. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Omni-Channel 114

Omni-Channel Customer Service Self Service Social Media 114

NICE inContact

NOVEMBER 15, 2019

To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Deliver convenience with self-service & skilled agents. Customers want to access to immediate information on whatever channel they choose. And they have a LOT of choices.

Contact Center 136

Contact Center Self Service Tips Omni-Channel 136

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 2) Adding support for digital messaging and real-time channels. 4) Providing agents context to all interactions across all channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort. Accessed 9/18/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Playvox

APRIL 21, 2023

What Is Omnichannel Customer Experience? First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

Bold360

APRIL 20, 2021

The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX. Self-Service Offers Competitive Advantage. Use Self-Service Data to Localize and Personalize.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And in today’s digital age, customer service is now more important than ever before. And more importantly, how can you ensure that it’s not costing you sales?

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. that have rarely, if ever, been called into question.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ).

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

NICE inContact

JUNE 11, 2019

It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. This leads to lower spending and fewer repeat purchases over the long-term.

Industry 136

Industry Self Service Customer Service Banking 136

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Let’s discuss these benefits in detail.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

NobelBiz

JANUARY 28, 2025

Channel-Specific Performance : Track performance across channels like chat, email, and social media to optimize omnichannel strategies. Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service. The Customer Effort Score (CES) is equally significant.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52