2014 Customer Support Multichannel Self service 
Fonolo
FEBRUARY 7, 2013
More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. If it is working efficiently, then the issue may be occurring before customers pick up the phone. Really smart.
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves.
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LiveChat
NOVEMBER 14, 2017
We are put off by the intrusiveness of calls by the customer support executives. Everything about a product or service has to be online – its features, how to use it, specifications. They want all details of the product or service to be provided online. Thomas Cook, the travel giant, started using a self-service solution.
Comm100
FEBRUARY 16, 2018
Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” Like Amazon, where can you create additional speed and convenience for your customer?
Comm100
FEBRUARY 6, 2018
Company Seeks Omnichannel Customer Support Software. Which Factors Should I Consider When Deciding on a Customer Engagement Tool. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more.
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