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Implement self-service options: Create FAQs to answer common questions, deploy chatbots for 24/7 customer support, or use IVR to direct incoming calls. Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers.
The complexity of modern communications, including a multitude of channels, such as phone, WebRTC, email, SMS (short message service), IVRs (interactive voice responses), and chatbots further compounds this issue. The Impact of the Cyara Platform In 2023, Cyara commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study.
Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. Source: Bain&Co 2023 Contact Center Trends 64% of people find customer experience more important than price when making a purchase. chatbots compared to 42% of media and communications companies.
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