Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Self-service is effective and efficient any time of the week.

Self service 88

Self service Customer Support Best practices Personalization 88

Fonolo

FEBRUARY 20, 2020

This new but rapidly proliferating expectation of ‘always-on’ support — particularly from tech companies — has businesses scrambling to find ways to meet it. Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Tenfold - Contact Center Blog

JUNE 22, 2018

It’s no longer enough to automate customer support through a healthy knowledge base or canned responses to web live chat. What’s needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey. It’s actually self-service.

Finance 64

Finance Banking Technology Chatbots 64

Mindtouch

JULY 25, 2017

What information can you expose to customers to encourage an upsell or renewal? Expose Customers to Self-Service Knowledge. Perhaps the most valuable part of capturing this knowledge is that it can be used to create an effective self-service strategy that can address the entire customer journey.

Self service 59

Self service Best practices Upselling Analytics 59

Creative Virtual

OCTOBER 18, 2018

It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. We’ve partnered with them since 2014 and currently collaborate on projects such as Octopus Cards Limited’s virtual assistant Helen.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

aircall

JANUARY 24, 2022

But warning: This doesn’t mean you can take customers for granted just because you have something they crave. The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center. This percentage compares with only 67% in 2014.

Call Center 126

Call Center Best practices call center software CRM 126

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. Servicing the new ecosystem. Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home.

Marketing 84

Marketing Wait times Technology Customer Support 84

Nicereply

MARCH 31, 2019

Imagine if ALL your support calls involved a 10 hour, 46-minute romp (like that now-legendary Zappos call ) through any topic under the sun, dictated only by where your customer’s joie de vivre takes them? And the word on the street is that support agents just love these calls.

Wireless 81

Wireless Surveys Self service Personalization 81

Comm100

JANUARY 14, 2016

If you only rely on only one or two channels to provide any form of customer support, your customers’ satisfaction and experience are not optimized. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Social Media Is a Powerful Support Platform.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Such acts of generosity go a long way in earning customer loyalty. The streaming giant offers 24/7 customer support in multiple languages, including live chat and phone support.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” Gartner reports that 40% of live support interactions could be resolved in self-service channels.

Customer Support 52

Customer Support Engineering Self service B2B 52

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. 74% of Americans have used the landline to contact customer service.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

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.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Kayako

FEBRUARY 16, 2017

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands? Short titles with main keywords only?

SaaS 92

SaaS Self service Best practices Customer Support 92

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . 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.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

LiveChat

JUNE 25, 2018

By providing your support representatives with correct information in the form of a readily accessible knowledge base and, at the same time, offering your customers a searchable self-service portal, you’ll be right on the track to meet your consumers’ evolving needs and expectations.

SaaS 28

SaaS Self service Customer Support Customer Experience 28

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. The Ups Customers praise Freshdesk for being an easy-to-use help desk software that aids tremendously in simple ticket management.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

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. What goes into good self-service?

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

delighted

APRIL 5, 2019

Customer Satisfaction (CSAT) surveys are popular for getting feedback from a recent, specific experience. CSAT surveys are great for gaining insight into customer support interactions and product experience. It’s a helpful tool to measure the effectiveness of self-service transactions and customer support interactions.

Feedback 44

Feedback Customer Experience Surveys Best practices 44

Callminer

NOVEMBER 18, 2020

“When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. It’s not always easy to juggle multiple calls as call center agents often do, but it should be a high priority to minimize wait times for customers. Say, ‘I don’t know.’

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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.

Customer Service 28

Customer Service Multichannel Engineering Personalization 28

JivoChat

APRIL 25, 2021

trillion in 2014. These days, retailers are looking toward integrated tech stacks that can support the omnichannel experience and manage the demands of online shopping trends. For example, they want all sales channels to be integrated with inventory management, payments, sales, customer support , social media, etc.

Chatbots 52

Chatbots B2B B2C Sales 52

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. Shopify Plus.

CRM 41

CRM Enterprise SaaS Marketing 41

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.” The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40