Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots are a great investment.

Chatbots 62

Chatbots Customer Support Self service B2C 62

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Altivon

JULY 27, 2020

They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 According to Turner, in a typical month the IVR deflects about 50 percent of the calls to self-service of one sort or another. million calls through their IVR.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

TeamSupport

DECEMBER 6, 2019

The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. From automated chat technology to personalized self-service content and everything in between, we’re entering an era of customer support where “behind the scenes” efforts matter more than ever before.

B2B 80

B2B Customer Support Self service Big data 80

Outsource Consultants

MARCH 31, 2022

While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, automation, and access to account information. The gig economy has been a hot topic for the last decade as services such as ride-sharing and grocery delivery find a permanent place in consumers’ lives.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Annette Franz @ CX Journey.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

EPIC Connections

OCTOBER 20, 2017

A Strategic inContact Partner since 2010 and a Certified Implementation Partner, EPIC is privileged to work with inContact and its network of remarkable partners and people who are working together to build omnichannel solutions and drive positive business outcomes.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. It’s the last group that will win the digital customer experience game.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

Eptica

JUNE 24, 2016

The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service. more than others, and video subscribers by 13.9% Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

TechSee

SEPTEMBER 21, 2021

These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV. In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023.

Advertising 41

Advertising Entertainment Self service Banking 41

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Some have turned to AI to power virtual agents, chatbots and other self-service channels.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. Ever been burned by a company’s support team?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

bold360 Blog

DECEMBER 12, 2019

Companies are increasingly catching on to the fact that just-OK customer service won’t cut it anymore. In one recent study, more than two-thirds of companies said they competed primarily on the basis of customer experience—up from only 36% in 2010. So what makes good customer service?

Customer Service 40

Customer Service Self service Customer Experience Technology 40

CSM Magazine

DECEMBER 18, 2018

With nearly 6,000 local branches closing their doors since 2010, it has never been more important for financial institutions to transform their strategies to digital-first. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else. throughout the customer journey.

Banking 40

Banking Self service Personalization Feedback 40

Mindtouch

APRIL 9, 2013

MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. In 2010, MindTouch launched our first enterprise grade cloud-delivered product. These are two completely different self-service customer support products. Learn More.

Self service 48

Self service Engineering Enterprise Customer Support 48

DMG Consulting

JANUARY 8, 2018

Email is going to replace the phone as the primary form of customer service – circa 1990’s. The web and mobile apps are going to eliminate the need for live agents – circa 2010’s. Self-service solutions will eliminate the need for live agents in the next 10 years – 0.1 probability. probability. probability.

Contact Center 48

Contact Center Analytics Consulting Consulting 48

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Magazine

NOVEMBER 13, 2019

. “We are putting Intelligent Automation at the very centre of our wider IT transformation programme, making it integral to the design of key initiatives such as enabling and promoting customer self-service through mobile apps and online platforms. It employs 1,400 people. About Thoughtonomy (Blue Prism Cloud).

Customer Service 40

Customer Service SaaS Engineering Healthcare 40

The Center for Client Retention

DECEMBER 4, 2018

As early as 2010 Jeff Bezos described “business intelligence and data analytics, machine learning and pattern recognition, neural networks and probabilistic decision making” as among the techniques and technologies the firm was already exploring to build its customer base.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

SmartKarrot

JANUARY 25, 2022

Founded in 2010, Culture Amp is an employee experience management platform. Their services include recruiting, document management, onboarding, reporting, payroll, performance review, time & attendance, and employee self-service. Headquarter: Surry Hills, Australia. Culture Amp. Headquarter: Sydney, Australia.

SaaS 10

SaaS Transportation Feedback Construction 10

pindrop

JULY 8, 2020

The financial services industry has undergone many changes, not only in the past four months but also for the past several years. Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. In a crowded marketplace, banks compete on customer service.

Banking 62

Banking Contact Center Interactive Voice Response Self service 62

Talkdesk

MAY 6, 2020

“Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010″ – Shep Hyken Forbes article, Customer Experience is the New Brand. This includes IVR, omnichannel, self-service and outbound.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Eptica

MAY 9, 2018

Shopper footfall on the high street has experienced the sharpest decline since 2010 , while sales showed their biggest quarterly fall in a year. Familiar names such as Toys R Us, Maplin, Mothercare and Homebase are among the brands reported to have been affected in the last few months. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Their research showed that customer loyalty is correlated with brand attachment and overall experience with a product or service. Today we know that it’s not quite that simple.

Customer effort 62

Customer effort Metrics Self service Surveys 62

Hodusoft

NOVEMBER 13, 2019

It gains more ground in 2010, especially in helping with big data analysis. Self-service With AI to power IVRs that are now more streamlined and customer-friendly, one can expect callers to prefer self resolution rather than wait in a queue to talk with agents.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. What is your instinct in such situations?

Customer Service 144

Customer Service Customer Support Self service Technical Support 144

Comm100

NOVEMBER 23, 2020

Freshdesk is a cloud-based support software that was founded in Chennai, India, in 2010. It is the tool our clients use to get self-service help, open tickets, communicate through chat to support, track their cases, sign up for training courses, and many other items. 4.5 / 5 (Capterra). 4.5 / 5 (Software Advice).

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

SmartKarrot

JANUARY 18, 2022

Found by Girish Mathrubootham and Shan Krishnasam in 2010, Freshworks specializes in providing SaaS customer engagement solutions to businesses of all sizes. Found in 2011 by Ashish Thusoo and Joydeep Sen Sarma, Qubole works on developing a “cloud-based data lake platform for self-service AI.” Freshworks.

SaaS 11

SaaS Finance CRM Analytics 11

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. Customer Success: Present. Customer Success: Future.

SaaS 10

SaaS Customer centricity CRM Analytics 10