Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Netomi

MARCH 27, 2022

Benchmarks for CSAT Scores By Industry. Impact of Low Customer Satisfaction: Almost half of the consumers have stopped doing business with at least one company in 2019 due to poor customer service. CSAT Score Benchmarks for 2020 . Benchmarking CSAT scores against industry averages is a good way to see if your efforts are enough.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Netomi

SEPTEMBER 20, 2021

Zendesk customers now have access to the Netomi Virtual Agent. The creation of custom skills is a trend that has exploded: Amazon grew from 130 skills to over 100,000 skills as of September 2019 in just over three years. To download a copy of our Telecom Customer Service Benchmark report, visit here. Company Background.

Chatbots 126

Chatbots APIs Surveys Analytics 126

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. It may be a simple DTMF-based IVR or a sophisticated voice-enabled intelligent IVR that fully automates actions.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

VirtualPBX

JULY 9, 2020

Whether it’s addressing your customer’s pain points or answering basic queries, the live chat tool acts as your platform’s ‘virtual agent.’ ” – On24’s 2019 Webinar Benchmark Report. This is where sound live chat software can act as a game-changer. Invest Efforts in Self-Service.

B2B 99

B2B Self service Best practices Virtual Agent 99

Fonolo

JANUARY 4, 2022

5 Popular Customer Service Benchmarks. billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%. Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy. Source: Bluewolf.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142