Talkdesk

DECEMBER 18, 2017

Recently, a McKinsey survey pointed out that text-based communications channels like web chat, social media and email will grow from 30 percent of all customer care interactions in 2015 to as much as 48 percent in 2020. Don’t just take our word for it.

Chatbots 40

Chatbots Contact Center Customer Care Surveys 40

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

NOVEMBER 13, 2022

Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Everybody has their preferred way of communicating. Reporting and insights.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

ShepHyken

MARCH 17, 2017

For many issues, there are plenty of fast and easy ways to access what we’re looking for, from a quick online search to AI, chatbots, and other automated responses. The point is speed, not nuanced customer service and niceties. But once the customer isn’t getting the answers he or she wants, the next step is to speak to a human being.

Customer Service 231

Customer Service B2B Chatbots Personalization 231

RichCall

SEPTEMBER 13, 2017

In fact this number increased from 67% in 2012 to 84% in 2015. Kate Leggett expands on the idea : In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content. Customers have begun to use, and in some cases even prefer, non-agented interactions.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JivoChat

MARCH 21, 2021

When was the last time a customer cared about your sales targets? Nike used a customer-centric approach to improve it’s audience segmentation. In 2015, sales in Nike’s women’s sportswear department doubled over the course of 6 months. If you try and please everyone, you’ll please nobody. Source: Nike.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116