Avaya

MAY 4, 2016

Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. But ChatGPT can do much more than just reply.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 64

Customer Service Banking Education Scripts 64

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Oracle, 2018) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ).

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Clarabridge

NOVEMBER 24, 2015

Black Friday is a competitive, high-stakes game and your customer feedback can give you a leg up on your competitors. Embracing customer feedback to provide a consistent omnichannel experience gives retailers the edge to win big during this critical kick-off to the holiday shopping season.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Netomi

MARCH 27, 2022

Throughout the entire customer lifecycle, there are many moments that add up to a person’s relationship with and feelings towards a brand. This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. Click here for more information on customer support.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome. If you’re a part of a sales and support team, it’s likely that you’ve experienced the pain and time wasted when it comes to managing prospect or customer calls. .

CRM 62

CRM Wait times Consulting Consulting 62

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ShepHyken

MARCH 17, 2017

Moore’s customer service tip in a persistent messaging environment is to create specific teams for each client – because in the end, when you are at the human connection level, your customer service is only as good as the people providing that support.

Customer Service 232

Customer Service B2B Chatbots Personalization 232

aircall

NOVEMBER 3, 2021

Editorial Note: This post was originally shared on March 23, 2015, and has since been updated. There’s no doubting the value of good customer service. 54% of people consider good customer service to be a major factor in their decision to do business with a company. Google Alerts. is mainly a client acquisition tool.

CRM 62

CRM SaaS Sales Feedback 62

COPC

MAY 16, 2018

For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service? For the purposes of this post, focus will be placed on consumer preferences between assisted and unassisted customer care interactions. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

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. And by keeping more customers, you’ll lower your churn rates. Source: Nike.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

RichCall

SEPTEMBER 13, 2017

In addition, the contact centre will also become a powerful resource for finding out what customers think of companies, and for capturing sentiments, feedback, needs and wants. In fact this number increased from 67% in 2012 to 84% in 2015. This is the future of customer service. Proactive Customer Care.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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