Vonage

DECEMBER 7, 2015

Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice. For any customer service organization, embracing an omni-channel service philosophy should be a top priority. If you answered yes to these, you’re on the right track.

Self service 54

Self service Customer Service Sales Management 54

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.

Self service 51

Self service Multichannel Contact Center Feedback 51

TechSee

MAY 1, 2018

For example, AI-based predictive analytics can help energy companies forecast high bills before the bills are generated, and deliver personalized alerts to customers. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Kayako

OCTOBER 13, 2016

Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences. How did customer service tools evolve into the online systems we use every single day?

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

TechSee

MAY 15, 2018

While many people choose to actively share their personal experiences over social media, they are wary of smart devices having access to personal data about their homes and habits. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. Security & Privacy. Focus on Value.

Marketing 111

Marketing Wireless Entertainment Self service 111

Kayako

APRIL 12, 2022

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. Scaling personalization in support is imperative to avoid customer churn. Gained self-service capability.

Customer Service 114

Customer Service Self service Education Technical Support 114

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. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Solvvy

OCTOBER 29, 2019

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!). So rather than let your customers struggle, how do you build a self-service experience that will help them quickly accomplish their goals?

Self service 48

Self service Chatbots Customer Support Surveys 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Using bots - rather than live agents – should allow you to automate customer service, respond faster compared to traditional channels, and carry out huge numbers of interactions cost effectively.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Simi discussed JetBlue’s initial personality test to determine if potential hires are good organizational fits. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. The post Top 6 Takeaways from Opentalk 2016 appeared first on Talkdesk.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Look at channels such as self-service and chat to give instant answers, ensuring that time-poor consumers don’t have to wait for a response to their email or social media messages.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. Intelligent collaboration with Delve functionality to surface trending content that is most relevant to what a person is working on. Tweet The purpose of the digital transformation capabilities?

CRM 56

CRM Analytics Sales Self service 56

Vonage

AUGUST 15, 2016

As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care. Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014.

Self service 69

Self service Contact Center Surveys Sales 69

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Collaboration will power personal customer support. Personalization will help drive a customer’s respect and loyalty. Self-service will become a form of marketing.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

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. Enter Answer Bot.

Customer Service 65

Customer Service Self service Banking Personalization 65

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Today’s trends are all about personalization with a twist. They opt for complete redundancy across every channel and the ability to personalize service to meet demands.

Omni-channel support 72

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

Mindtouch

MAY 6, 2016

I also personally do a lot of investing and a lot of board governance work. For example, I work with banks and I work with airlines and those sorts of organizations, helping them rethink what they do within the context of a personalized customer-centric perspective. I do a lot of work with end user companies.

Government 90

Government Customer centricity Airlines Consulting 90

Answer Dash

JUNE 12, 2018

Based on a survey of 6723 respondents globally, chosen from third-party panels (not just Salesforce customers), the report presents a picture of how attitudes among both business buyers and consumers have changed since the company last did this research in 2016. In fact, said Ashfar, in 2016, the issue of trust wasn’t even on the radar.

Surveys 61

Surveys Self service Personalization Marketing 61

DMG Consulting

MARCH 8, 2019

The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017). 125/seat/month takes into consideration implementation, professional services and add-ons like WFO.).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Use self-service to enable consumers to find answers to routine questions on your website and implement chat to provide fast, personal service online.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. That figure is up by $13 billion from 2016. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Proactiveness.

Call Center 126

Call Center Best practices call center software CRM 126

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. In short, the contact center of today must be demand based and software driven. Indonesia Contact Centre Market Share Leadership Award.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Customer Service 49

Customer Service Self service CRM Contact Center 49

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Ensure that you use intelligent self-service on your website so that customers can find routine information without needing to pick up the phone, reducing inbound call volume and improving satisfaction.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

aircall

JULY 28, 2017

Lincoln Murphy (@lincolnmurphy) April 21, 2016. That’s why we want to accompany our users and make sure they have a full handle of the product in order to attain their personal goals.”. Make it personalized. Get personal. The phone channel allows for a more personal touch with customers. Retention comes from that.

Outbound sales 97

Outbound sales Abandon Call Construction Sales 97

Aspect

APRIL 18, 2018

Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger.

Chatbots 78

Chatbots Self service Technical Support Sales 78

Kayako

SEPTEMBER 1, 2016

But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. Personal service channels. You have a FAQ page.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

NICE inContact

JANUARY 24, 2018

To understand what promotional, perhaps even personalized, email or text may have prompted a follow-up call, the contact center needs real-time access to digital marketing activity. Similarly, the Salesforce Einstein AI platform was initially announced in 2016. AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Customer Service 55

Customer Service Multichannel Self service Contact Center 55

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

JANUARY 15, 2019

With the rise of the convenience revolution and clients expecting hyper-personalization , customer experience management is not just integral to success, but has become the pivotal factor in making or breaking the success of any brand. As Fonolo CEO Shai Berger wrote in 2018 , “legacy” is often used in a negative way, and for good reason.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50