Tenfold - Contact Center Blog

JUNE 22, 2018

Financial services providers can start their transformation by injecting these trends and technologies into their CX strategy: Self-service. The first point of customer service contact for most finance consumers is not social media, the phone, or email. It’s actually self-service.

Finance 64

Finance Banking Technology Chatbots 64

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. 73% of customers report that they prefer to handle their simple problems through self-service channels, finding quick answers to their questions while avoiding the hassle of navigating IVRs and waiting to speak to an agent.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. Established in 2014, EBI.AI Report findings also predict huge economies of scale.

Government 52

Government Automotive Chatbots Self service 52

Creative Virtual

OCTOBER 18, 2018

When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

CSM Magazine

MAY 24, 2021

Gartner reports that 40% of live support interactions could be resolved in self-service channels. The other end of the spectrum is scaled support: providing service via an automated phone system, chatbots, FAQs, etc. It’s because many of these self-service options simply don’t work. The problem?

Customer Support 52

Customer Support Engineering Self service B2B 52

CSM Magazine

JANUARY 12, 2021

Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Established in 2014, EBI.AI About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Poor self-service options or alternative support channels. If your self-service options are not helpful or easy to use, people simply won’t use them. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Eptica

NOVEMBER 1, 2017

Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014). Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Real Blue Sky

SEPTEMBER 7, 2022

Your brand needs to consider quick service options like online chat and chatbots for more immediate service. Kylie launched her brand in 2014, and it quickly became a teen favorite through the clever use of social media. Social Proof. Gen Z is attracted to brands that have social and political values like their own.

Chatbots 52

Chatbots Technology Marketing Personalization 52

Comm100

NOVEMBER 23, 2020

The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one. In addition to its features and customization options, Comm100 has been praised for its “ability to provide solid, fluid, customer service.” 24/7 customer support : ?

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

LiveChat

NOVEMBER 14, 2017

Chatbots also come in handy, when a customer wants a specific issue addressed. They want all details of the product or service to be provided online. Thomas Cook, the travel giant, started using a self-service solution. User-friendly and streamlined customer service path. This was in 2014.

Customer Service 28

Customer Service Multichannel Engineering Personalization 28

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There are other implications to this new customer service trend.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

JivoChat

APRIL 25, 2021

trillion in 2014. You’ll notice many of the online retail trends we’ve included below build on existing ones: omnichannel selling, live chat , chatbots , social commerce, personalization, voice assistants, and other tech that people have embraced in recent years. Chatbots will take on more of a sales function. mark by 2024.

Chatbots 52

Chatbots B2B B2C Sales 52

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. In 2014 Cision charged $5,700 per year for a single license to access its media database. Bush Brothers and Company, and Land O’Lakes use this CRM), and more.

CRM 57

CRM Enterprise SaaS Marketing 57

Call Center Weekly

MARCH 28, 2019

Customers are increasingly turning to self-service, chatbots or messaging apps, but while digital channels may be replacing voice for some interactions, how your customers feel about interacting with your brand is more important than ever. By Cohan Daley “Feel the feels”, “all about the feels”. and Machine Learning.

Customer emotions 319

Customer emotions Chatbots Self service Customer Experience 319

Toister Performance Solutions

OCTOBER 23, 2018

Better Access to Humans Is Needed Despite the rise of automation and self-service, customers still crave a human connection: 71 percent said employees have a significant impact on their experience. 71 percent of Americans would rather interact with a human than a chatbot. Service Quality Trumps Advertising In the U.S.,

Advertising 59

Advertising Airlines Self service Surveys 59