Toister Performance Solutions

MAY 6, 2021

Instead, it connected me to a chatbot that didn't understand my question. We've all had frustrating experiences with chatbots. Two recent studies from goMoxie reveal how chatbots are sending customers to the competition. One goMoxie study asked 1,056 consumers about their online banking experiences. You'd be wrong.

Chatbots 102

Chatbots Banking Self service Surveys 102

Comm100

APRIL 22, 2021

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. By 2025 the chatbot industry is expected to be worth $1.25 Evolution of AI .

Chatbots 98

Chatbots Wait times Education Engineering 98

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. Similarly, many organizations adopt chatbots to handle the basic, low-value queries.

Chatbots 98

Chatbots Customer Service Wait times Sales 98

ShepHyken

JULY 31, 2020

According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. Amtrak, a passenger railroad service, realized how they could use chatbots to hack growth and provide a better customer experience to customers as a result.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. A Gallup Workplace Panel study found that 51% of employees were looking for a new job. Leverage employee exit surveys to identify problems quickly.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CCNG

SEPTEMBER 11, 2024

For example, AI-powered chatbots or virtual assistants offer personalized suggestions based on previous interactions, leading to higher satisfaction and loyalty. To learn more about AI-powered chatbots and virtual assistants, check out our previous article here.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Comm100

FEBRUARY 12, 2023

To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 92

Chatbots Education Self service Personalization 92

ShepHyken

SEPTEMBER 21, 2018

‘Customers who canceled because of price are more likely to come back than those who left because of poor service’ – (Source: Georgia State University Study). ‘70% 67% of customer churn is preventable if the customer issue was resolved at the first engagement.’ – ( Source – ThinkJar Survey).

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. All the journey mapping, webinars, ROI discussions, surveys, and strategies won’t instantaneously create a better experience for your customers. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. From chatbots and voice assistants to recommendation engines, brands are integrating AI wherever they can, and for good reason. My Comment: AI continues to be the most talked-about and written-about topic in customer service and CX.

Customer Service 183

Customer Service Advertising B2C Big data 183

GetFeedback

NOVEMBER 20, 2019

There are a lot of great ways to collect customer feedback, including email and website surveys. But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Post a link to a survey on social sites and blogs. And of those 2.82

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Calabrio

MARCH 11, 2025

A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

TechSee

SEPTEMBER 28, 2023

In August 2023, we fielded a new study to answer this question. More specifically, as it relates to our domain, all survey cohorts expressed strong concerns that AI will be rolled out when it saves companies money, even if it is ill-suited to a particular task. And the results were surprising. Do people know what Generative AI is?

Surveys 124

Surveys Education Chatbots Customer Support 124

Fonolo

JANUARY 19, 2023

Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout. A survey done by ASAPP research found that reduced training lowered agents’ confidence and competence – and led to an uptick in absenteeism. You can use chatbots to answer simple queries. Set up new hires with a mentor if you can.

Call Center 155

Call Center Brand ambassadors Contact Center Education 155

ShepHyken

NOVEMBER 25, 2022

Studies have shown that customers who receive relational customer service are more likely to make repeat purchases. Chatbots can take care of simple questions and concerns, freeing up your team to handle more complex concerns. . Businesses can collect this information through surveys, interviews, focus groups, and customer data.? .

Customer Service 206

Customer Service B2C B2B SaaS 206

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 183

Surveys Education Enterprise Technology 183

ShepHyken

MARCH 31, 2023

A 2020 study by Cornell University cites “call center agent” as one of the ten most stressful jobs in the world, with 77% of survey respondents reporting high or very high levels of personal stress and 87% reporting high or very high stress in their jobs. Many companies have turned to chatbots to reduce the load.

Customer Service 174

Customer Service Chatbots Surveys Personalization 174

Hodusoft

DECEMBER 11, 2024

A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX. This survey by Emplifi found that 86 percent of customers said that they will leave their favorite brand after only two to three bad CX. For contemporary organizations, CX is everything!

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Hodusoft

NOVEMBER 27, 2024

Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one! As per a study , an increase of just five percent in customer loyalty can boost profits by up to 85 percent! But wait, there is more to it!

Best practices 52

Best practices Contact center software Contact Center Advertising 52

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Nicereply

OCTOBER 16, 2024

Build Emotional Connections Many studies have found that customer loyalty comes from positive emotional experiences. Regularly gather feedback through surveys, reviews, or direct interactions. So, aim to respond to customer inquiries and issues promptly through quick response methods like chatbots, phone support, and ticket systems.

Education 52

Education Entertainment Feedback Chatbots 52

Fonolo

NOVEMBER 8, 2022

Chatbots are a great example — using modern AI technology, they are able to help digital users with simple queries and direct them to relevant pages on your website or mobile app. In this study , over two-thirds of customers surveyed said they would wait up to two minutes before hanging up. DID YOU KNOW?

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. Pollfish surveyed the experiences of 600 U.S. Use AI to reference past issues–but don’t go too far in predicting future issues.

Surveys 52

Surveys Business Process Outsourcing Chatbots Transportation 52

Comm100

DECEMBER 8, 2020

One of these solutions is the chatbot. Chatbots were designed to streamline customer interaction. If you’ve ever dreamt of an assistant that always has the right attitude and the right answers and that rarely needs to check in with you, the chatbot is your dream come true. What is a Chatbot? Get Comm100 Free.

Chatbots 58

Chatbots Scripts Sales Personalization 58

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. Pollfish surveyed the experiences of 600 U.S. consumers aged 18+ who contacted a company for support issues over the past year.

Business Process Outsourcing 52

Business Process Outsourcing Chatbots Transportation Telecommunications 52

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. A survey from the Harvard Business Review found that customer support hold times have increased by 34% and escalations have increased by 68% during the recent pandemic. What is a Next-Gen Chatbot? Next-gen chatbots provide 24/7 customer support.

Chatbots 62

Chatbots Customer Support Self service B2C 62

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. The study is confident that chatbots will become the primary customer service channel for a quarter of organizations by 2027.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

CX Global Media

MAY 11, 2020

Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. The study shows that there are four different types of customers your contact center will deal with. In order to use AI in an effective manner, you need to know and understand your industry.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Leverage social media surveys.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Outsource Consultants

MARCH 18, 2025

The implementation of AI-powered chatbots can handle simple queries efficiently, freeing up human agents for more complex issues. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. Cloud-based solutions are also becoming increasingly popular.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

NobelBiz

NOVEMBER 19, 2024

Virtual Assistants and Chatbots Virtual assistants help people and chatbots answer questions. AI-powered virtual assistants and chatbots deliver 24/7 support and they answer frequently asked questions as well as resolve routine inquiries. This reduces frustration and improves queue management and keeps customers happy 4.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Aspect

NOVEMBER 15, 2017

It isn’t uncommon to feel buried in data, uncertain about the viability of your chatbots, and unsure of your agents’ ability to meet the diverse range of service options available to consumers today. If you’re in this position, you’re not alone.

Contact Center 94

Contact Center Analytics Benchmark Interactive Voice Response 94

Comm100

FEBRUARY 1, 2023

There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. Keep reading: Thompson Rivers University adopts Comm100 Live Chat & Chatbot across 5 departments 2. In the United States, 33.4% of college students are now aged 25 years and older.

Education 95

Education Chatbots Personalization Surveys 95

Inbenta

MAY 16, 2022

One answer is AI chatbots. In recent years, the ability of AI chatbots to comprehend speech and automate tasks has grown in leaps and bounds. With innovations such as Alexa, Siri, and more, AI chatbots are increasingly being used to perform many menial and tedious tasks that used to bog down the service industry.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52