ProProfs Blog

MARCH 5, 2019

Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by organizations. Businesses need to realize that employee feedback carries much importance while making efforts towards improving customer service experience. How to Capture Agent Feedback.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Fonolo

NOVEMBER 17, 2020

“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

JUNE 15, 2022

Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 84

Chatbots Customer Service Wait times Technical Support 84

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. Live Chat Mobility Statistics.

Wait times 135

Wait times Customer Support Transportation Sales 135

aircall

NOVEMBER 21, 2022

In fact, our “Putting Your Customer First” Study found that 87% of respondents ranked the phone as the communication channel that provides the best experience. 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.

CRM 62

CRM Wait times Consulting Consulting 62

Fonolo

SEPTEMBER 19, 2017

They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. Key findings: “Wait time before reaching a live agent” is the most frequent source of customer complaints. in 2016 to 5.3% in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

GetFeedback

AUGUST 15, 2018

And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week. 44% for customer satisfaction rate over the telephone. Wait times are shorter.

Customer effort 60

Customer effort Wait times Surveys CRM 60