TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. Wasted customer time – make sure customers never have to repeat themselves or sit idle during extended wait times.

Self Service 207

Self Service Customer Experience How To Contact Center 207

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self Service 138

Self Service Wireless Chatbots Video 138

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

DCX

FEBRUARY 9, 2025

If customers switch between a bot, an agent, and self-service, does it feel like one conversation? Coach’s Corner: Embrace the paradox Rethink ROI: Historical data shows we rarely see pure cost savings from new tech. Helium Mobile is flipping the wireless industry upside down. Are transitions smooth?

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Examples 75

Examples Self Service Wireless Call Center 75

Pointillist

JANUARY 19, 2022

Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call. Most customers want to use self-service options to identify and solve their issue on their own. But using a diagnostic tool might not solve your customer’s problem.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Customer expectations for personalization have evolved immensely. Unfortunately, many enterprises under deliver.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128