Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. The research is clear.

Customer Service 62

Customer Service Wait times Technical Support Advertising 62

Helpware

JULY 14, 2017

Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. So go public with your customer support team.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 40

CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Waiting times.

Wait times 98

Wait times Chatbots Enterprise Technology 98

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. One study found that 73.4% One study found that 73.4%

Education 95

Education Wait times Personalization Surveys 95

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 But despite these extra agents and the enormous investment – the crushing truth is that usually there is still a massive amount of friction… and not just for the customer. That’s better than the pre-recession high of $4.4 trillion spent in 2007.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Airlines 78

Airlines Transportation Contact Center Self service 78

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Customer Service 94

Customer Service Multichannel Chatbots Healthcare 94