pindrop
JULY 8, 2020
Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. Meanwhile, bank closures have pushed more customers to turn to online banking out of necessity. In a crowded marketplace, banks compete on customer service.
Answer Dash
NOVEMBER 21, 2018
In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010. Despite this, when deployed poorly, one size fits all automated responses can cause frustration.
Balto
AUGUST 3, 2022
We asked respondents to rank how often they use the following tools today, and how they expect them to be used ten years from now: Voice (phone) assistance IVR (Interactive Voice Response) assistance Online chat bot Live chat with a human Self-service knowledge base Discussion forums Social media Email Text Mobile app.
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