HGS

FEBRUARY 1, 2017

Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person. Wed, 02/01/2017 - 16:34.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Self-service tools empower customers.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Customer Experience 40

Customer Experience Self service Contact Center Customer effort 40

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Mindtouch

MAY 24, 2019

Content channels are splintering based on customer demand. Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017.

Self service 84

Self service Chatbots Metrics Feedback 84

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

CSM Magazine

JULY 14, 2017

This means that high quality service leads to increased loyalty from customers. The industry is also recognising that there is a direct connection between customer experience and revenue. Remove drivers of customer effort. Develop a self-service strategy. If so, it might be time for an overhaul.

Self service 49

Self service Transportation Customer effort Scripts 49

DMG Consulting

DECEMBER 11, 2017

A performance management system can collect data from all relevant systems, analyze it, and present it in a format that allows the recipient to understand how well their contact center is performing on many levels: customer effort and satisfaction, efficiency, productivity, quality, etc. Self-service displacement (automation) rate.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

DMG Consulting

FEBRUARY 7, 2018

It also benefits vendors by providing guidance about the types of products and services companies are most like to buy during the year. In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Kayako

MAY 4, 2017

A post shared by The Modern Grocer☕️ (@themoderngrocer) on Apr 28, 2017 at 9:05pm PDT. But if codes scramble before your eyes, it’s a lot of work for the customer to write down and remember. Good customer experiences are built on low customer effort Click To Tweet. Scaling customer context with your business.

Banking 70

Banking Personalization Self service Customer effort 70

Mindtouch

DECEMBER 5, 2017

These industry leaders are responsible for fostering an efficient knowledge management strategy that eliminates information silos, allows disparate internal teams to leverage the same content library to meet various objectives, and connects all departments around a central focus on customer experience. Customer Effort Score KPIs.

Education 48

Education Self service Engineering Enterprise 48

Avaya

MAY 31, 2018

This partnership follows our 2017 release of Avaya Oceana 3.4 These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time. Other examples include the CES (Customer Efforts Score) and real-time UGC (user-generated content).

Contact Center 42

Contact Center APIs Analytics Self service 42

Connecting the Dots

APRIL 3, 2024

Regardless of the method used, wherever possible, and to minimize customer effort or resistance, less cumbersome information requests likely mean more cooperation. Thus, the minimum information needed to facilitate onboarding is an e-mail address and the product or service the customer has purchased. 7 Goodman, J.

Education 62

Education B2B Sales Surveys 62

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Honoring customer channel preference (3.78/5).

Contact Center 43

Contact Center Customer centricity Journey mapping Benchmark 43

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! It’s not enough to merely listen to a customer’s problem and help resolve it, brands now need to use new tools to both diagnose and address issues in a matter of moments. Creating Customers for Life.

Contact Center 40

Contact Center Customer centricity Construction Big data 40

Kayako

NOVEMBER 8, 2017

You’re missing out on the benefits of self-service. FAQs are a form of self-service, and most people, if not all, prefer to resolve their issues than to wait and interact with a customer service rep. The good news is that companies are quickly realizing the benefits of creating self-service content.

Self service 62

Self service Accountability Customer effort Metrics 62

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41