aircall

DECEMBER 19, 2016

With every customer service champion, we’ll look at what they can teach us about improving our own customer service, and cultivating our own customers’ happiness. Best customer service companies of 2016: all-star division. Best customer service of 2016: “our own pick” division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

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

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

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

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

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

Callminer

DECEMBER 17, 2019

The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.” Many companies are coming up short with customer support. Mazareanu, Call center services industry in the U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M.

Analytics 132

Analytics Call Center Chatbots Self service 132

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

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

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

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

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

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

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

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences. billion U.S.

Chatbots 52

Chatbots outsourcing APIs Wait times 52

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

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

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

Quiq

AUGUST 17, 2021

Customer service teams, in particular, have faced significant change with nearly half of customer support leaders experiencing a sudden lift in inbound customer service volume and issues due to the pandemic (Gartner). . The Strategic Opportunity in Digital Customer Service.

Customer Service 52

Customer Service Customer Support Self service APIs 52

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

CSM Magazine

MARCH 13, 2022

Danish customer support innovator Dixa has announced the acquisitions of analytics leader Miuros, and automation pioneer Solvemate. Underpinned by Dixa’s data-rich foundation, service leaders will be able to make stronger, data-informed decisions, such as spotting and acting upon trends in agent productivity and sentiment.

Chatbots 52

Chatbots Self service Analytics Customer Service 52

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 Technology Surveys 116

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

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

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

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

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

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

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

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

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

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

Outsource Consultants

OCTOBER 9, 2019

75% of consumers prefer getting answers for themselves — build intuitive, self-service processes for better overall customer service. It’s an incredibly versatile channel for customer service outreach, boasting a 99% open rate. Don’t sleep on text.

Call Center 59

Call Center Call center experience Consulting Consulting 59

Select VoiceCom Blog

NOVEMBER 20, 2022

HubSpot found that around 42% of service-oriented businesses utilise help desk systems, and 86% reported improved team productivity. These outsourced business services are becoming more competitive through the years, resulting in more cutting-edge features and packages following outsourcing trends on management systems.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Solvvy

SEPTEMBER 17, 2018

With the holidays fast approaching, retailers are busy preparing for the time when customer support volume rises by as much as 42%. It doesn’t help that emotions are heightened with customers feeling extra stressed and acting more difficult than usual as they try to find the perfect gift for their loved ones.

Business Process Outsourcing 54

Business Process Outsourcing outsourcing Self service Sales 54