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. Amazon consistently tops the polls when it comes to great customer service. SpotifyCares.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

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

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

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

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

ShepHyken

JANUARY 27, 2017

For customer service agents, a CRM contains case records, customer prioritization, resolution deadlines, and omnichannel integration, all in one centralized location. We text, tweet, Yelp, Uber, Facebook – a tremendous amount of our personal life relies around messaging, so it’s only logical to extend that into the business world, too.

Technology 244

Technology Customer Service Management CRM 244

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

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Creative Virtual

OCTOBER 6, 2022

So, it’s no surprise that language is a common barrier in both personal and business interactions. This has opened up new possibilities for delivering multilingual customer self-service. One is with an organisation that has used V-Person technology since 2016 on their UK website.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

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

Anexa BPO

OCTOBER 11, 2022

Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

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

TeamSupport

JANUARY 9, 2024

Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs. Companies like Facebook, with the introduction of its Messenger platform in 2016, played a significant role in popularizing chatbots for business purposes.

Customer Support 59

Customer Support Technology CRM Chatbots 59

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

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

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

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 Analytics 49

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Self-service is not just for customers. Want to make your customers happy? Start with your agents. Equip them.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

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

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

Noble Systems

JUNE 27, 2019

Outbound IVR can provide personalized messages, administer surveys and other research. A 360-degree view of the customer allows agents to switch channels mid-conversation for a more personalized interaction. Self-service options. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

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

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

SmartAction

FEBRUARY 21, 2019

The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. I don’t want to wait on hold to talk to a person, and neither do customers. He ultimately served on the Board of Directors first as COO, then as CEO, for five years.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

CSM Magazine

DECEMBER 11, 2023

dollars in 2025, a 657% increase from 2016 levels. Personalized Recommendations: Leveraging visitor data, chatbots make relevant suggestions tailored to customer needs. By meeting the on-demand, self-service expectations digital consumers have today, chatbots drive higher satisfaction and loyalty. billion U.S.

Chatbots 52

Chatbots outsourcing APIs Wait times 52

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

Aspect

JUNE 27, 2017

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence. Service intelligence and skill based routing enables companies to do just that.

First call resolution 48

First call resolution Contact Center Self service Call Center 48

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

CSM Magazine

MARCH 13, 2022

Solvemate builds in a powerful self-service layer into the platform that ensures brands can create a painless customer experience with the power of AI to give instant, personal, reliable answers via any customer-facing channel, or funnel requests to the right agent.

Chatbots 52

Chatbots Self service Analytics Customer Service 52

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

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

Aspect

FEBRUARY 9, 2018

Is this evidence that the world isn’t ready for artificial intelligence (AI) or robotics-based customer service? Aspect’s 2016 Customer Experience Index revealed that two-thirds of consumers feel good when they can handle a customer service issue without having to talk to a person. I don’t think that’s the case at all.

Chatbots 51

Chatbots Self service Personalization Customer Experience 51

Eckoh

APRIL 21, 2020

When Gartner predicted in 2016 that the average person will have more conversations with bots than with their spouse by 2020 [1] , it seemed a bit laughable.But now the forecast seems entirely credible. Consumers are hungry for more self-service and Chatbots help to satisfy this demand. Chatbots vs Spouses.

Chatbots 52

Chatbots Contact Center Self service Enterprise 52

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. Self Service: 90% of respondents expect brands to offer an online portal for self service (Microsoft).

Contact Center 50

Contact Center Self service Scripts Call Center 50

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

SharpenCX

MAY 27, 2021

All the while, I talked to the same (insanely patient) person who guided me through the process to get a replacement. Now, customer service research shows more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. An agent responded and we moved the conversation to a live chat.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67

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