2012 Benchmark Chatbots Self service 
Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.
Eptica
APRIL 18, 2018
As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.
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RichCall
SEPTEMBER 13, 2017
Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. Self-service. Contact Center and CX Research and Reports.
Taylor Reach Group
JUNE 11, 2018
Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Self Service: 90% of respondents expect brands to offer an online portal for self service (Microsoft).
Eptica
NOVEMBER 1, 2017
Our annual UK study, which we’ve been conducting since 2012 , evaluates real-world online customer experience. Use web self-service , chatbots and other AI-based technologies to automate basic interactions. Empower agents so they can handle complex queries and provide empathy and personal service where required.
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