2020 Customer Support Multi-channel support 
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves.
Global Response
FEBRUARY 13, 2022
So what is a multi-channel contact center? As the name suggests, multi-channel contact centers provide customer support for many channels, which could include voice, SMS, email, social media, and web chat, among others. Are multi-channel contact centers worth it?
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Revation Systems
JANUARY 12, 2018
In the increasingly tech-savvy world various industries find themselves in, these tools are crucial to maintaining customer engagement and satisfaction. According to an Ovum study , just two years ago 25 percent of consumers reported to use 1 to 2 channels when seeking customer care, and 52 percent of consumers used 3 or 4 channels.
CSM Magazine
JUNE 12, 2020
According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Four Trends in Gartner Hype Cycle for Customer Service and Customer Engagement. Buell, Ryan W.
Select VoiceCom Blog
MARCH 16, 2023
million in 2020. What better way to showcase your unique selling proposition than by offering superb customer service? Attentive customer service While some business owners might be apprehensive about integrating technology more heavily into their operations, many use them for a reason. COVID-19 paved the way for a whopping 5.4
Global Response
FEBRUARY 13, 2022
Call centers are a staple customer service resource for businesses large and small—and demand is growing. When you take into account that in 2020 around 60% of consumers stated that they contacted customer service within a month of their purchase, it’s apparent that the traditional call center isn’t going anywhere.
Hodusoft
FEBRUARY 8, 2024
As per recent reports , cyberattacks targeting MSPs started to rise after 2020. Leveraging contact center software can help them automate a wide range of manual and repetitive customer service processes. As per recent stats , nine out of ten people expect multichannel support from businesses they are transacting with.
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