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. How Well Can You Measure the ROI of Your Customer Service Initiative? Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Marketing 218

Marketing Customer Service Airlines Self service 218

SmartKarrot

FEBRUARY 16, 2022

Here are a few statistics to gain better insights about them – About 40% of shoppers prefer self-service to human contact. About 79% of buyers would just abandon their carts if the customer service did not respond in time. What does the future look like for customer experience in 2022 and beyond?

Customer Experience 10

Customer Experience B2B Advertising B2C 10

RichCall

SEPTEMBER 13, 2017

self-service. connected customer journeys with 9 channels in most contact centers. Self-service. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Clarabridge

JANUARY 26, 2017

Support calls, chats and emails contain disproportionately more insights on customer problems and inquiries. And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

Support calls, chats and emails contain disproportionately more insights on customer problems and inquiries. And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

Support calls, chats and emails contain disproportionately more insights on customer problems and inquiries. And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Doing so allows you to better understand your customer base.

Surveys 40

Surveys Feedback Self service Analytics 40