CSM Magazine

NOVEMBER 11, 2020

According to the report, 73% of support leaders say customer expectations for personalized and fast support are rising, but only 42% are sure they’re meeting those expectations. Chatbots are driving significant gains for support teams and customers alike. Team efficiency is both a top challenge and an area of investment.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Enghouse Interactive

JULY 2, 2018

Use as part of an integrated approach to deliver a joined-up customer service strategy. Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Align quality management tools to streamline customer service.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Enghouse Interactive

NOVEMBER 23, 2018

A lot of people are talking hypothetically about what robots might do in a customer service context. Fewer are using a truly AI-driven approach to engage with customers today. But as they implement chatbots and other types of AI, there are a range of pitfalls businesses need to watch out for. Much of this is hype.

Chatbots 40

Chatbots Self service Enterprise Coaching 40

Enghouse Interactive

NOVEMBER 29, 2019

Most customer service operations are on a relentless march towards omnichannel. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In the context of the contact centre, chatbots can be key in helping to transform the customer experience.

Self service 40

Self service Enterprise Chatbots Customer retention 40

CCNG

OCTOBER 19, 2022

(Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. Gen Z have grown up with same-day deliveries for just about anything imaginable, meaning that service expectations are extremely high. In 2020, COVID-19 restrictions meant that the open house couldn’t proceed as usual.

Education 89

Education Wait times Personalization Surveys 89

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This ensures the highest level of consistency, speed, and quality of customer service.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52