Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Jason Paquette , Director of Sales Operations, MongoDB, Inc. — @PaquetteJason — [link]. Launa Saunders , Manager, Sales Operations, Illumina — @launasaunders — [link]. Jason Summers , Sr. Rhonda Ross , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Customer Experience 168

Customer Experience Scripts Self service outsourcing 168

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options. As a business, this means you need to provide customers with the tools and information needed to research your product or service online.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service First call resolution Engineering Contact Center 48

Callminer

DECEMBER 17, 2019

Sales Pursuits. Should your company need to put more effort into handling sales-related activities such as order management and appointment scheduling, it can help tremendously to pass this work on to a dedicated team. . Self-service may prove a powerful new option for customer service savings in years to come.

Call Center 207

Call Center outsourcing Contact Center Finance 207

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. Wade Wiant , Vice President of Sales and Channels at Mediu. Self-service. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

TechSee

APRIL 24, 2018

Brands have recognized that the unboxing experience is a key element in the sales process. While unboxing videos have been proven especially successful in driving more product sales, once the product arrives at the consumer’s home, the real challenge begins. Not all unboxers are created equal.

Self service 116

Self service Call Center Surveys Customer emotions 116

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. They increasingly prefer to do their own research instead of leaning on sales reps they know are inherently biased. But all of that is changing…and quickly. So, what’s a B2B company to do?

B2B 82

B2B Personalization B2C Chatbots 82

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

Call Design

FEBRUARY 11, 2021

Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Other research (Ibrahim, Suan & Karatepe 2017) also finds that team leader support and self-efficacy impact an employee’s work engagement and quitting intentions. Recent research (Zito et al.

Self service 103

Self service Consulting Consulting Sales 103

ProProfs Blog

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. Watch: How to Create a Self-Service Knowledge Base .

Self service 157

Self service Feedback Airlines Metrics 157

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. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service? Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Mindtouch

APRIL 5, 2017

Content marketers are taking notice as we are pioneering the use of web-native product documentation throughout the customer journey to drive brand awareness, sales, and customer success. As consumer patience for older channels wanes, self-service support channels have become the front line of customer experience from researching to renewal.

Banking 48

Banking Self service Engineering Marketing 48

Fonolo

OCTOBER 9, 2019

In 2017 they declared bankruptcy to relieve pressure from mounting debt obligations. By the time the larger cloud providers were for sale like InContact (picked up by Nice) or Interactive Intelligence (picked up by Genesys), Avaya was not in financial shape to make such big moves. Optimize Your Self-Service Channels.

Call Center 104

Call Center Contact Center Self service Enterprise 104

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? You can use the ProProfs Knowledge Base to create a self-service portal that offers 24/7 instant help.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. From a sales side, how have you been able to bring the message across that what you do at Autoreach brings value ?

Contact Center 40

Contact Center Self service Call Center Analytics 40

GetFeedback

JULY 24, 2018

It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period. Marketing and sales tend to shape the pre-sale experience, communicating value and setting customer expectations for later. Harvard Business Review. What makes you special?

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. at the end of 2016 (July 2017). Adoption Rate for the CBCCI Segment. billion market. ($125/seat/month

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

ProProfs Blog

NOVEMBER 29, 2019

Improved Sales. Boosts Customer Service & Loyalty. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017.

Wait times 135

Wait times Customer Support Transportation Sales 135

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. From a sales side, how have you been able to bring the message across that what you do at Autoreach brings value ?

Contact Center 40

Contact Center Self service Call Center Analytics 40

Mindtouch

SEPTEMBER 22, 2017

” This role is not defined or exclusively owned by Product, Marketing, Sales, Support, or Success. It’s an understanding that your content provides self-service experiences not only for your customers, but for potential prospects researching and/or buying your product as well. 2017 TOP25 Content Experience Influencers.

Consulting 54

Consulting Consulting Education Enterprise 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

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The project kicked off with a workshop in Lidl’s Wimbledon England HQ at the end of August 2017. The prospective customer was the UK branch of supermarket chain Lidl.

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

Mindtouch

JULY 28, 2017

Watch the video below to learn more about the criteria we will use for the TOP 25 Content Experience Influencers for 2017, from the CEO of MindTouch as well as the panel of esteemed judges. Video & Editing by Ari Hoffman, Music by The Freak Fandango Orchestra. A special thank you to: Judges.

Self service 80

Self service Enterprise Marketing Sales 80

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. What is your instinct in such situations?

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

Mindtouch

MAY 24, 2019

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. 85% support interactions will start with self-service by 2022 – up from 48% in 2018.

Self service 84

Self service Chatbots Metrics Feedback 84

Totango

SEPTEMBER 6, 2017

At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is different. The biggest users of the dashboards were CSMs, who were enormous consumers of usage data.

B2B 84

B2B Customer centricity Education Self service 84

CSM Magazine

DECEMBER 5, 2017

Personalized videos are being used to provide customers with customization related to the specific services or products that they are interested in. Self Service. Self service functions offer greater convenience for customers and are being used across all industries. Key Learnings from 2017. Gamification.

Customer Service 80

Customer Service Gamification Self service CRM 80

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: 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.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Fonolo

OCTOBER 8, 2019

Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” This increased online purchases without the assistance of a sales or service professional. Optimize Your Self-Service Channels. Hire the Best Agents. What’s Inside: .

Big data 92

Big data Call Center Call Logging Contact Center 92

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., Comparing data from multiple sources to past patterns can predict sales conversions, customer lifetime value, churn and more. Virtual Agents.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Inbenta

NOVEMBER 13, 2018

In 2017, online shopping sales set a record high of of $108 billion. Review your self-service content and FAQs. billion of holiday sales. Each year during the holidays, online shoppers all but break the internet. Prepare your site and online support team with the following tips. Prepare for mobile shopping.

Customer Service 60

Customer Service Self service Chatbots Customer Support 60

TechSee

NOVEMBER 20, 2017

One of the biggest changes happening in customer service right now is in automating the customer experience. Whether it’s onboarding, purchase, fulfillment, or after sales support, there’s an increasing drive to automate as much of the process as possible. Enter the bots. The truth is that bots are slowly proving to be useful tools.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

Hodusoft

MARCH 5, 2025

A study conducted jointly by MasterCard and University of Oxford in 2017 found nearly one-third of people couldn’t make the purchases due to failure to remember their password. A study by Forrester Research revealed that cart abandonment leads to a loss of a whopping USD 18 billion in annual sales revenue! Strange but true!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52