Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

Nicereply

SEPTEMBER 6, 2022

This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. Help centers are vital tools in providing effective self-service to customers, enabling you to serve customers well while scaling your support team efficiently.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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.” and 66% would trust other consumer opinions posted online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Creative Virtual

OCTOBER 8, 2019

By Jeff Clifford, Project/Account Manager. I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Avaya

DECEMBER 6, 2016

Companies must be able to understand customers’ actions on any given channel or device in order to infer insights and create anticipatory engagement at the individual account level. In fact, a 2015 study conducted by PwC found that 43% of companies obtain little tangible benefit from their data, while 23% derive no benefit whatsoever.

Big data 66

Big data Customer Experience Analytics Self service 66

Eptica

MARCH 14, 2018

At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers. However, this was a drop from 2016’s figure (84%) and 2015’s 91%. Loyalty is driven by meeting consumer needs.

Banking 49

Banking Customer Experience Multichannel Government 49

Solvvy

JULY 5, 2018

They became a public company in 2015, and they’ve continued to grow. Rather than an army of sales executives and account managers for enterprise customers, almost everyone gets this same treatment–and it works. This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model.

Self service 48

Self service Virtual Agent Sales Enterprise 48

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. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Forrester). Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. This year the traditional support teams will embrace the elements of how account management is done in a big way. They’ll expect that software is intuitive and self-service.

Customer Support 56

Customer Support Self service Technical Support Consulting 56

aircall

JUNE 11, 2021

2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. Voice tone accounts for 38% of communication. Words alone account for 7% of communication. The 1980s — Fiber optics were invented, bringing impactful change for voice communication.

voip 62

voip APIs Call Center Telecommunications 62

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. billion PC users.)

Customer Service 0

Customer Service Self service Advertising Airlines 0

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Bill Durr

JUNE 26, 2017

billion in the same period of 2015. She states that two companies accounted for the majority of the WFO sector’s revenue decrease in the first half of 2016: Verint and Aspect. million in the first half of 2015 to $688.1 Fluss reveals that total company first half revenue for 2016 was about $1.67 million, a reduction of 10.3

Analytics 40

Analytics Contact Center Consulting Consulting 40

Natalie Petouhof

DECEMBER 1, 2015

Unified Service – CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service.

CRM 56

CRM Analytics Sales Self service 56

Talkdesk

MARCH 24, 2021

Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Voice IVR for increased self-service call deflection, providing agents with the opportunity to focus on more complex requests and save policyholders’ time. 4 tips for instant policyholder service.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

JivoChat

JULY 20, 2021

Enable Customers to Self-Service. Customer self-service allows your clients to find the information they need to sort out their issues without the help of a human agent. Customer self-service allows your clients to find the information they need to sort out their issues without the help of a human agent.

Customer retention 52

Customer retention Gamification Education Self service 52

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 49

Quality management Management Scripts Call flow 49

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Enterprise 45

Enterprise APIs Contact Center Engineering 45

Comm100

NOVEMBER 13, 2022

.” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Provides a self-service option. For customers seeking a self-service option, introducing a chatbot allows customers to reach the information they want more quickly. Many organizations begin their chatbot journey with task bots.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-channel support 38

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

Enghouse Interactive

JULY 16, 2018

These apps have features such as bill pay, account alerts, mobile deposits, fingerprint authentication, and peer to peer transfers. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. In 2018, 57% of all banks and credit unions have adopted digital mobile banking options.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

Comm100

JUNE 13, 2018

Consider offering guest checkout for shoppers who don’t want to make an account, and working to minimize steps and clicks before purchase. Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season.

Self service 54

Self service Chatbots Advertising Sales 54

aircall

DECEMBER 19, 2016

Amazon consistently tops the polls when it comes to great customer service. Their omnichannel customer service system offers immediate and full refunds, no questions asked. Customers can also look to self-service, via the forums or Amazon Co-Pilot. SpotifyCares is a multi-channel customer support account.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Kayako

AUGUST 22, 2019

Imagine a vendor you’re considering not having a new blog post since 2015. Prospects will cringe at the thought of how unresponsive customer service and support might be. . In both cases the customer account is typically debited on a monthly basis. An active blog with great content is a sure sign of a prospering business.

Engineering 56

Engineering Best practices Marketing Accountability 56

Comm100

AUGUST 23, 2018

In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Uber lets users complete almost any function that they could perform in the company’s own app on Facebook Messenger, such as set up a new account, call your driver, track your car, and pay for your ride. Source: Alaska Air. Source: Fast Company.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Help Scout

NOVEMBER 13, 2018

In 2015, we arrived at the somewhat reluctant conclusion that it may be time for Help Scout to explore “doing sales.”. For a business that prides itself on being customer-first and product driven, the concept of sales — even sales as a service — was fraught. Jake Borr, Account Executive. “In Zainab Allawala, Account Executive.

Sales 44

Sales Accountability Self service Consulting 44