UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

Customer Service 157

Customer Service Self service Customer retention Surveys 157

ShepHyken

JANUARY 20, 2020

My Comment: While a short article like this may not be all you need to start and run a customer loyalty program, this is a good start to get you thinking about the type of program you might consider. Loyalty Trends in 2020: How Will This Year Be Different? Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 313

Customer Service B2C Entertainment Customer effort 313

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. Most companies use chatbots as a way to manage customer support.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 133

Virtual Agent Self service Contact Center Technical Support 133

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Self-Service. The evolution of digital twins. Stay tuned.

Technology 176

Technology Customer Support Technical Support Self service 176

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

Fonolo

NOVEMBER 5, 2020

With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Your best bet is to plan and prepare in advance, so your agents and customers alike are set up for success! Invest in self-service options.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

ShepHyken

MAY 10, 2021

8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers? And number five is to “Create Self Help Portals.”

Customer Service 401

Customer Service Customer Support Surveys Self service 401

TechSee

AUGUST 6, 2020

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. Source: Inc ) Tweet this.

Wait times 135

Wait times Customer Support Transportation Sales 135

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

Self service 65

Self service Upselling SaaS Customer Support 65

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

Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. to real-time messaging, simulation, self-service and crypto-currency. 24x7x365 availability and customer support is the new normal. Get Hooked on Real-Time Messages.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

APRIL 2, 2021

Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. In the U.S. alone, e-commerce now accounts for 16.1%

Customer Service 296

Customer Service Metrics Self service Average Handle Time 296

Solvvy

DECEMBER 17, 2019

But how is AI being utilized in customer experience today, and how will it be utilized moving forward? Nearly all of the companies who have implemented AI in their CX and customer support have reported meaningful benefits such as revenue increase and cost reduction. CX AI – A Great Wave to Ride.

Self service 62

Self service Banking Chatbots Technology 62

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. We found a whopping 96.2%

Chatbots 430

Chatbots Surveys Self service Personalization 430

UJET

DECEMBER 10, 2019

Returns, exchanges, support questions, travel issues, and more come at the end of the holidays and companies will be affected by an influx of support traffic again. How can support teams better handle this busy time? Here are five tips to offer the best holiday customer support possible. Plan for Holiday Support.

Customer Support 84

Customer Support Multichannel Wait times Interactive Voice Response 84

Creative Virtual

JULY 10, 2020

By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

Virtual Agent 52

Virtual Agent Banking Self service Government 52

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Firms today should focus on providing top-notch service.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here. Read Part 1 here and Part 2 here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Top companies need to be able to handle increased volumes and customer expectations with fewer resources.

Chatbots 62

Chatbots Customer Support Self service B2C 62

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! To give you a better idea of what our customers have to say, here’s a short recap of some of our recent reviews: Beth R. ,

Self service 62

Self service Technology Chatbots Best practices 62

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

Solvvy

SEPTEMBER 10, 2020

While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increase handle times, and turn-off newly acquired customers.

Chatbots 62

Chatbots Customer Support Education Self service 62

Fonolo

DECEMBER 17, 2019

With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. Over the last few years, social media and chat-based customer support have added an array of new channels to the contact center, each with their own nuances. Contact Centers Will Change in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

TeamSupport

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com. TeamSupport offers flexible pricing and a platform that can be customized to meet the needs of each business.”.

B2B 52

B2B B2C Self service Feedback 52

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. HoduCC – Call Center Software Bitrix24 Avaya Genesys Ameyo Zendesk Five9 Dixa Hubspot Help Desk Salesforce Service Cloud.

call center software 52

call center software Call Center Contact center software voip 52

Squelch

NOVEMBER 12, 2019

This article, “ Foresight 2020: CX Trends and Predictions ,” was originally published by MarTech Advisor on November 1, 2019. Informed by those insights, here are my top CX predictions for 2020 and beyond. What will customers consider to be the “sweet spot”? Smart Implementation of Self-Service.

Self service 40

Self service Personalization Customer Experience Technology 40

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

B2B 385

B2B Journey mapping B2C Telecommunications 385

Babelforce

OCTOBER 2, 2020

2020 is speeding by – and it hasn’t been easy for anyone. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics. Here’s what you can learn about debt collection contact centers around the world in 2020: #6. The upshot?

Contact Center 52

Contact Center APIs Call Center Wait times 52

REVE Chat Blog

APRIL 8, 2020

Here are four solid reasons why increasing customer satisfaction is beneficial for your brand. Reduce customer churn – When you resolve the customer queries proactively with the help of self service options or by real time engagement tools, customers are more satisfied and there is a reduction in the churn rate.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Chatbots contribute to cost-saving by reducing overhead and reducing interaction times with customers.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119