ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Big banks and, to an even greater degree, the smaller community banks, are listening to their customers and trying a little harder to dissuade you from wandering off to their competitors. Head to the full Pelorus Report.

Customer Service 48

Customer Service Banking Contact Center Self service 48

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. A study by Qualtrics revealed that around one-third of customer service inquiries that start over a digital channel end up as a phone call with an agent. The Value of Voice in Customer Retention.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. Self-Servicing.

Marketing 77

Marketing Chatbots B2C Self service 77

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. Here’s a topic close to my heart—the link between employees and customers. No CX strategy or tech investment will be successful without a talented and engaged team.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

TechSee

JUNE 25, 2019

Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service.

Technology 122

Technology Customer Service Gamification Contact Center 122

Eptica

JUNE 5, 2019

Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past.

Best practices 66

Best practices Feedback Chatbots Self service 66

Fonolo

MAY 22, 2019

CCW’s Future of the Call Center (2019). They are part of the same organization that puts on the Customer Contact Week conference in Vegas. First, in their “Principal Findings” they wrote that “Despite the hype surrounding self-service technology, 64% of organizations believe customers should have easy access to a live agent.”

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Netomi

MARCH 7, 2022

Investing in omnichannel experiences plays a big part in customer loyalty, as businesses that adopt 5 omnichannel strategies enjoy 91% higher customer retention rates year-over-year, compared to businesses that don’t. Why is customer support essential for businesses? billion in 2019. Yet the ultimate combo?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

Answer Dash

JULY 30, 2019

More than acquisition, customer service can also help your business to retain your customers. Bain and Company revealed that increasing customer retention rates by 5% could increase profits by 25% As customer retention is key for every business, the latest technology can help a lot to improve your customer service.

Sales 70

Sales Customer Service Multichannel Customer retention 70

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. How does AI help customer service agents? First, AI bots take the burden off agents with intelligent, satisfying self-service by resolving routine customer requests.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Help Scout

DECEMBER 29, 2018

What type of support do your customers expect? Your particular customer base will come to you with their own requirements. Are they comfortable using self-service tools? Look for clues as to what your customers expect from you and how satisfied they are currently. Do they prefer email?

Self service 40

Self service Customer Support Advertising Sales 40

JivoChat

APRIL 5, 2021

The impact of improving customer service goes beyond making your customers happy (which is still super important!). It can have a knock-on effect—impacting everything from sales numbers to customer retention and online reputation. Offer self-service. Customers like solving their own problems.

Customer Service 52

Customer Service Self service CRM Metrics 52

CustomerSuccessBox

MARCH 2, 2022

Overview of the Customer Success Software market: The businesses in this sector are growing due to the personalized solutions they bring for serving the customers. Where customer retention and customer satisfaction are the crucial factors they work upon.

Marketing 52

Marketing Transportation Enterprise Analytics 52

Netomi

MARCH 27, 2022

When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights. Customer retention is fundamental to a thriving business. This is because it’s cheaper to keep your current customers than attract new ones. Circumstances change expectations.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Enghouse Interactive

OCTOBER 2, 2020

When asked about the main aims of their CX programme 69% of survey respondents said customer retention was their first or second focus. Just over half (52%) focused their CX improvements on reducing cost while keeping quality high, such as by introducing self-service.

Customer Experience 40

Customer Experience B2C Self service Customer retention 40

Aria Solutions

AUGUST 30, 2019

Good customer service has been shown to produce quantifiable results, from increased repurchases and customer retention to increased advocacy of the brand. Customer service leaders dealing with common contact center challenges know they must invest in modernizing their technology.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

Babelforce

OCTOBER 2, 2020

84% of loyal customers stay because customer service is just as important as the actual product or service they’re paying for. Companies that increased customer retention by 5% also increased their profits between 25%-95%. On a broad scale, the contact center industry experienced significant changes in 2020.

Contact Center 52

Contact Center APIs Call Center Wait times 52

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Doing so requires you to evaluate and make decisions based on two key factors: when your customers will need you and how ready they are to buy. Start with previous customer service metrics.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Best practices 52

Best practices Self service Enterprise Analytics 52

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

JivoChat

APRIL 13, 2021

While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. billion in 2019. Advantages Of Automating Customer Service. Enables self-service. Minimizes customer friction.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

JivoChat

AUGUST 9, 2021

Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Today, many customers care more about experience than product or even price.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Today, many customers care more about experience than product or even price.

Personalization 52

Personalization Customer Service B2B SaaS 52

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. Extra possibilities emerge when you begin to blend channels together and choreograph how they work together to produce better customer experiences. There’s a few compelling reasons. In Summary.

Benchmark 59

Benchmark Contact Center Interactive Voice Response Customer Service 59

Hodusoft

JANUARY 17, 2024

Before coming into contact with a live agent, customers get to interact with IVR systems. In that, they get several self-service and various other options. Equipped with robust disaster recovery features, UCaaS contact center software can ensure business continuity and uninterrupted customer service in the worst crises.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

ChurnZero

MAY 17, 2019

This typically takes somebody that’s closer to the customer on an on-going basis than the salesperson who you know worked with them intensively when they were making the sale and then went away to work intensively with other prospects, so to bring them back in when they’ve been out of the picture for awhile doesn’t make much sense.

Sales 64

Sales SaaS Engineering Metrics 64

Connecting the Dots

APRIL 3, 2024

A technology company included this warning to encourage customers to use self-service channels rather than calling tech support. Bribe customers with discounts or extra features. When customers buy online, then the person delivering the car must take ownership of the education. For instance: Price discount.

Education 62

Education B2B Sales Surveys 62

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. A 5% increase in customer retention can produce 25% more profit.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

OrecX

DECEMBER 12, 2018

While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat.), Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason. Aspect Software).

Average Handle Time 72

Average Handle Time Call Center Self service Customer retention 72

Fonolo

APRIL 17, 2019

Kelsey belsey (@titterkelsey) March 19, 2019. Another customer who needed to change flights last month probably thought the third time was the charm before she became disenchanted on her third failed attempt (which lasted over an hour). . lana (@Lana1995X) March 22, 2019. Barbara Parkin (@barbjparkin) March 15, 2019.

Airlines 78

Airlines Transportation Contact Center Self service 78

Fonolo

JANUARY 4, 2022

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. As little as a 5% lift in customer retention can produce 25% more profits. 64% of people find customer experience more important than price when making a purchase. billion in 2019.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Help Scout

JUNE 22, 2021

An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. 89% of consumers are more likely to make another purchase after a positive customer service experience. 93% of customers are likely to make repeat purchases with companies who offer excellent customer service.

Customer Service 130

Customer Service Self service Personalization Marketing 130

Fonolo

APRIL 4, 2023

Source: Bain&Co Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Source: Microsoft As little as a 5% lift in customer retention can produce 25% more profits. billion in 2019. will result in a $276,000 reduction in annual operational costs.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81