CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Customers That Stick

JANUARY 19, 2015

It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays. When experience and service diverge.

Self service 100

Self service Customer Experience Customer Service 100

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Published on: October 06, 2015. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self service 51

Self service Multichannel Contact Center Feedback 51

Vonage

SEPTEMBER 20, 2016

Customer service reps need to understand their customers’ ‘baggage,’” says Jonathan Gale, NewVoiceMedia CEO. Baggage is the preconception that a caller brings to a customer service inquiry. “With the emphasis on customer service (and retention!) ” You want too much quality time. . .”

Self service 122

Self service Sales Accountability Customer retention 122

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. This research is old now, but the desire of customers to have native language support is still very much there.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

CSM Magazine

FEBRUARY 9, 2021

Property companies will continue to focus on customer service as a differentiator. . takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. . Encourage self-service guided advice – at EBI.AI Established in 2014, EBI.AI

Self service 59

Self service Marketing Automotive Transportation 59

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.

Customer Service 0

Customer Service Self service Advertising Airlines 0

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. With mobile purchases on the rise, excellent mobile customer service is becoming more important.

Customer Service 68

Customer Service Surveys Self service Feedback 68

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. But what does it mean to make personalization more personal?

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. What do customers want?

Self service 69

Self service Contact Center Surveys Sales 69

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

SaaS 92

SaaS Self service Best practices Customer Support 92

Aspect

MAY 10, 2018

This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. The interesting thing about Ubisoft and Lidl is the contrast between the two projects but how both have an ultimate objective to change the way their brands interact with their customers.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. Published on: December 11, 2015. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Self-service is effective and efficient any time of the week.

Self service 88

Self service Customer Support Best practices Personalization 88

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care.

Analytics 63

Analytics Customer Service CRM Self service 63

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Vonage

NOVEMBER 18, 2016

How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC). Creating a great customer experience requires understanding this one simple reality …. Enhance customer service experience using self-service.

Education 68

Education Self service Feedback Customer Service 68

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. The Importance of Making Customers Feel Valued . In terms of revenue, good customer service counts for a lot.

Call Center 126

Call Center Best practices call center software CRM 126

Fonolo

AUGUST 21, 2018

Last week, Facebook announced that WhatsApp could now be used as a customer service platform. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication. What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service.

Customer Service 52

Customer Service Call Center Self service Personalization 52

3CLogic

APRIL 9, 2020

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Instead of fielding every inquiry, call center agents now handle the most complex and valuable interactions between businesses and their customers.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Sykes

MARCH 18, 2019

SYKES’ differentiated full lifecycle management services platform effectively engage customers at every touchpoint within the customer journey, including digital marketing and acquisition, sales expertise, customer service, technical support and retention. It delivers cost?effective About Symphony Ventures.

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. A lot has certainly changed in that time. However, this shouldn’t be a black box.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. In a sentence, customer service bites back.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Tenfold - Contact Center Blog

JUNE 22, 2018

What’s needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey. Transforming the whole customer experience from traditional to digital takes a lot of time and work to complete, but gradual changes can still have an impact on CX.

Finance 64

Finance Banking Technology Chatbots 64

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. From a customer service perspective, this rapid growth translates into more complexity and a greater need for support at scale. The shift into complexity.

Marketing 84

Marketing Wait times Technology Customer Support 84

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically.

Multichannel 50

Multichannel Self service Advertising Surveys 50

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 They are super-smart – and this comes down to machine learning.

Government 52

Government Automotive Chatbots Self service 52