Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. Click to tweet this image. Click to tweet this image.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

CSM Magazine

SEPTEMBER 26, 2024

Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time.

Customer Service 52

Customer Service Technical Support Best practices Surveys 52

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Technology 153

Technology Analytics Enterprise Call Center 153

24-7 InTouch

JANUARY 26, 2021

The global video gaming market was estimated at a value of $152 Billion USD in 2019, and saw significant growth in 2020, with nearly a 20% increase in value. Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along.

Customer Service 52

Customer Service Entertainment Technical Support Customer Support 52

24-7 InTouch

NOVEMBER 4, 2022

“Agents prioritize the player experience, ensuring that the customer support they provide will result in an improved experience for the player.” As the video game industry has evolved in recent years, it has also become more complex. Customer support involves more than handling requests and technical issues.

Customer Service 52

Customer Service Technical Support Customer Support Marketing 52

Comm100

JUNE 4, 2020

Because when you offer audio and video chat within your live chat offering, its popularity rises even further. Audio and video chat give agents the ability to speak directly with the customer, seamlessly switching from typing to talking. But first, here’s a quick video on what audio and video chat is and how you can use it: 1.

Technical Support 59

Technical Support Scripts Sales Personalization 59

Hodusoft

MARCH 26, 2025

Managing Customers’ Expectations for Instant Support Would you be surprised to know that many online shoppers expect e-commerce companies to provide instant customer support? As per recent data , nine out of every ten customers consider instant response as extremely important. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

TechSee

SEPTEMBER 23, 2024

Sophie AI leverages advanced cognitive capabilities to provide real-time, multimodal customer support. It simultaneously analyzes text, voice, images, and video, understanding the full context of a problem and resolving it without human intervention.

Strategic Value 109

Strategic Value Enterprise Best practices Technical Support 109

TechSee

FEBRUARY 20, 2018

Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases.

Virtual Agent 132

Virtual Agent Self service Contact Center Technical Support 132

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

TechSee

NOVEMBER 6, 2018

Augmented Reality remote assistance takes this concept further by using AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed, enabling agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds. Efficient, never.

Technical Support 104

Technical Support Call Center Technology Enterprise 104

TechSee

FEBRUARY 12, 2018

Considering this strong consumer preference for text, companies should strongly consider augmenting voice-based customer support with an option that allows customers to interact with your company via text as well. Get started now. Immersive technology exhibitors at MWC 2018: Go6D Technologies.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Considering this strong consumer preference for text, companies should strongly consider augmenting voice-based customer support with an option that allows customers to interact with your company via text as well. Get started now. Immersive technology exhibitors at MWC 2018: Go6D Technologies.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

NOVEMBER 16, 2020

In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues. 4: Make remote support interactions available as part of a journey.

Self service 109

Self service Best practices Contact Center Technical Support 109

CSM Magazine

OCTOBER 29, 2024

Efficient Technical Support & Platform Reliability The technical support team at 1Win is both fast and efficient, providing essential assistance for a comprehensive and satisfying user experience.

Entertainment 52

Entertainment Technical Support Accountability Banking 52

Spearline

DECEMBER 2, 2020

By getting alerted in real-time about any call failure issues, and immediately having the information detailing the issue to hand, you can resolve it before any of your customers are impacted and ensure your contact numbers are continuously operating and generating revenue. • Monitor all queries and issues sent to support@spearline.com.

Telecommunications 84

Telecommunications Technical Support Customer Support 84

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify.

B2B 98

B2B B2C SaaS Technical Support 98

TechSee

FEBRUARY 1, 2021

The company is also relying on AI to support its maintenance procedures: the telecom giant is using drones to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. In fact, 79% of clients now prefer customer support through online chat.

Benchmark 89

Benchmark Best practices Banking Wait times 89

NobelBiz

APRIL 2, 2024

Going Beyond 24/7/365 Support : With 20 years of experience in the Contact Center industry, both as a software and telecom provider, NobelBiz learned a thing or two about how to best serve the interests of our clients by offering outstanding customer support. All enabled by NobelBiz leading contact center technology.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

REVE Chat Blog

FEBRUARY 5, 2020

Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue. In such a hyper competitive business era, it is important to know the consequences of bad customer service interaction and the benefits of an efficiently functioning customer support department.

Customer Service 93

Customer Service Airlines Scripts Chatbots 93

CSM Magazine

OCTOBER 9, 2024

Many players at Fruity King prefer faster communication methods, but many find that live chat not only enhances satisfaction but also fosters a more engaging customer service experience.” Key aspects such as personalization, prompt responses, and effective technical support are crucial in fostering positive interactions.

Technical Support 52

Technical Support Wait times Customer Support Personalization 52

ROI CX Solutions

AUGUST 29, 2024

Both services play an important role in keeping your business running smoothly, and while those roles might appear similar from the outside in, both are necessary steps in the larger process of solving the variety of technical problems that crop up in any organization past a certain size. So whats the difference? Or are they the same?

Technical Support 52

Technical Support outsourcing Business Process Outsourcing Self service 52

ViiBE Blog

DECEMBER 18, 2020

Call centers are what many businesses classically see as the core of customer service. Concretely, it is a business operation center equipped to handle massive volumes of customer support calls. They are specifically designed to handle large volumes of customer service, technical support, and sales calls.

Call Center 52

Call Center Contact Center Technical Support Wait times 52

ViiBE Blog

DECEMBER 18, 2020

Call centers are what many businesses classically see as the core of customer service. Concretely, it is a business operation center equipped to handle massive volumes of customer support calls. They are specifically designed to handle large volumes of customer service, technical support, and sales calls.

Call Center 52

Call Center Contact Center Technical Support Wait times 52

NobelBiz

AUGUST 22, 2023

Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%. VOIP solutions offer crystal-clear video communication, making virtual meetings as effective as in-person ones.

voip 98

voip Telecommunications Contact Center Contact center software 98

CrazyCall

OCTOBER 18, 2019

Table of contents: Why Do We Need Customer Service Tools? Social Media Support. Video Conferencing. Customer Feedback. Video Recording Tool. What Customer Service Tools To Start With? But first, let’s take a look at the reasons why customer service is so important and why do customers switch brands.

Customer Service 63

Customer Service Interactive Voice Response Feedback Wait times 63

CSM Practice

FEBRUARY 1, 2021

In your email to the customer asking for this kickoff meeting, you will take additional steps to prepare for a successful meeting. You’ll want to give them information on what to expect and introduce them to the process by having them view videos or read blogs on the subject. Roles and responsibilities (vendor and customer).

Technical Support 76

Technical Support Sales SaaS Metrics 76

ViiBE Blog

APRIL 15, 2021

Cobrowsing software allows a customer to collaboratively browse with a representative who communicates with the customer by live chat, video chat, or phone call. As with any customer service, it is essential to show empathy and genuine concern for your customers’ needs and wants. How does co-browsing work?

Contact center software 52

Contact center software Technical Support Contact Center Sales 52

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 Yet what are the considerations you should look at when selecting the perfect remote visual support solution for your business?

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

aircall

OCTOBER 3, 2022

If they offer technical support regardless of your account size. For example, at Aircall, we make sure customers always know what’s going on, so you can always check out our status page to see a detailed breakdown of the status of each part of our product (think inbound calling, outbound calling, integrations, the admin dashboard, etc.)

Technical Support 62

Technical Support Analytics call center solutions Call Center 62

Hodusoft

SEPTEMBER 14, 2023

Limited customer support Inadequate customer support when tenants encounter issues during the onboarding process can be extremely frustrating and create friction. That’s because many tenants may prefer to solve issues on their own without contacting customer support. Yes, it can.

Best practices 98

Best practices Feedback Education Self service 98

Blueship Call Center

JULY 7, 2023

Here are some reasons why outsourced answering services are preferable Cost-effectiveness For your business, outsourcing customer support might result in considerable savings. Self-Service Options Using self-service choices is another way that technology is changing customer service.

outsourcing 75

outsourcing Customer Service Customer Care Self service 75

RichCall

SEPTEMBER 13, 2017

As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. Dave Michaels. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ViiBE Blog

MAY 2, 2024

In the field of telecommunications, remote visual support is transforming the way technical issues are managed and solved. It allows technicians to directly observe the issue faced by the customer in real-time , using the camera of their smartphone or tablet. The latter then transmits a connection link to start the video.

Telecommunications 52

Telecommunications Customer Experience Technical Support Customer retention 52

ViiBE Blog

MAY 2, 2024

In the field of telecommunications, remote visual support is transforming the way technical issues are managed and solved. It allows technicians to directly observe the issue faced by the customer in real-time , using the camera of their smartphone or tablet. The latter then transmits a connection link to start the video.

Telecommunications 52

Telecommunications Customer Experience Technical Support Customer retention 52

ViiBE Blog

MAY 13, 2021

Still, the software running behind the scenes plays a crucial role in ensuring optimum customer service. Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. ViiBE’s virtual call center is focused on video interaction.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52