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. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Self-Service Tools – Good for Everyone. billion PC users.)

Customer Service 0

Customer Service Self service Advertising Airlines 0

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. © 2003 - 2016 Provide Support LLC.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. © 2003 - 2015 Provide Support LLC. Read more. Permalink | No comment.

Self service 77

Self service Customer Support Customer Service 77

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. It certainly wasn’t as accessible or intuitive as it is today.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Nicereply

DECEMBER 17, 2024

Here’s why: User Experience CES provides actionable insights that can guide improvements across various touchpoints in the customer journey , whether it’s simplifying a checkout process, enhancing self-service options, or improving the clarity of product information.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Kayako

APRIL 12, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services.

Customer Service 114

Customer Service Self service Education Technical Support 114

Solvvy

OCTOBER 29, 2019

So it’s no big surprise that they don’t want to pick up the phone when it comes to customer support if they can avoid it. In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). (In

Self service 48

Self service Chatbots Customer Support Surveys 48

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support.

Chatbots 116

Chatbots Self service Surveys Technology 116

Kayako

DECEMBER 22, 2015

I realized the techniques I use for optimal gift acquisition are the same techniques we should all be using to master our customer support processes. In support, we need to be able to say the same thing for our documentation, both internal and external. Same goes for self-service. Keep your information centralized.

Customer Support 53

Customer Support Management Self service Metrics 53

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 49

Customer Support Management Self service Call Center 49

Inbenta

NOVEMBER 13, 2018

This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. Prepare your site and online support team with the following tips. Review your self-service content and FAQs. That’s a 28% increase from 2016.

Customer Service 60

Customer Service Self service Chatbots Customer Support 60

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. In the U.S.,

Wait times 135

Wait times Customer Support Transportation Sales 135

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. Business will be more customer-centric with a whole customer experience strategy. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Collaboration will power personal customer support.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves. What goes into good self-service?

Omni-channel support 38

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

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. The customer provided a 3.5 The US consumer market alone was at $1.5

Best practices 64

Best practices Customer Service Contact center software Self service 64

Toister Performance Solutions

NOVEMBER 7, 2017

A self-service portal allows us to troubleshoot our devices without calling support. The Zendesk Answer Bot Customers often prefer self-service. A challenge occurs when customers can't get the answer they want via self-service so they grudgingly contact the company for live support.

Customer Service 65

Customer Service Self service Banking Personalization 65

Provide Support

OCTOBER 7, 2015

There are a few studies which confirmed that most customers don’t like being on hold for more than one minute and rather prefer a call-back. Convenience: omni-channel, self-service, mobile. Customers are flexible about the means they use to engage companies. Expectation for support via mobile is also growing.

Customer Service 88

Customer Service Self service First call resolution Feedback 88

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. The Struggle Is Real.

Customer Support 40

Customer Support Management Self service Call Center 40

NICE inContact

JANUARY 24, 2018

A few years ago, the notion of managing customer journeys was an essential theme in customer care. More recently it has become clear that the steps to understand the customer journeys are often dependent on different organizations within the business. AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Mindtouch

FEBRUARY 8, 2018

It’s no secret that we’re partial to our friends in the knowledge base and support ecosystem. The help content they create is, after all, central to a successful self-service support model. An increase in Web-based product support should also increase demand for technical writers.

Self service 59

Self service Customer Support Management 59

ProProfs Blog

JANUARY 23, 2020

This gives you a more robust understanding about the value that every customer can provide to your business, plus the potential opportunities to increase value going forward. How to Create Value for Customers? Offer Instant Gratification Through Self-Service.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

aircall

JANUARY 24, 2022

But warning: This doesn’t mean you can take customers for granted just because you have something they crave. The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center. That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

ijgolding

MARCH 22, 2017

A study by CEB states that customers feel that they can easily find an alternative product for at least 90% of the products available on the market. This has forced the businesses to provide differentiation at various touch points of customer journey, especially customer support.

Customer Experience 81

Customer Experience Interactive Voice Response Contact Center Contact center software 81

Mindtouch

JANUARY 31, 2018

This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. Take Cyber Monday 2016, for example. So, what can you do to prepare your call center to support seasonal spikes? Content is at the center of any good self-service customer experience.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

Inbenta

NOVEMBER 13, 2018

This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. Prepare your site and online support team with the following tips. Review your self-service content and FAQs. That’s a 28% increase from 2016.

Customer Service 45

Customer Service Self service Chatbots Customer Support 45

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Kayako

OCTOBER 13, 2016

Step 1: Customer submits an issue, such as an undesired behavior or a lack of expected functionality to IT troubleshooting desk. Step 2: The support rep replies to gather more information on their situation and context. Step 3: The customer responds with added information. Step 5: Customer responds with even more information.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

RichCall

SEPTEMBER 13, 2017

self-service. connected customer journeys with 9 channels in most contact centers. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. take responsibility for customer communications rather than these being driven by individual departments’ internal timescales and goals.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Over half acknowledged that offering support in a customer’s native language was a competitive differentiator.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Fonolo

NOVEMBER 13, 2019

For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers. How can call centers improve customer interactions during the most important weekend of the year? Optimize Your Self-Service Channels.

Call Center 62

Call Center Management Average Handle Time Contact Center 62

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Fonolo

FEBRUARY 13, 2018

First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. This is a harder question to answer than you might think. Flaw: Doesn’t translate directly into usage.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50