VocalCom

JUNE 17, 2019

According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service. For example, many customers use them to make reservations, pay bills, and look up information such as bank account balances.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Their standards are continually rising , and they want the same superior experience from a utility or bank as an ecommerce retailer. Every brand is judged against the best – there are no excuses.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Contact Center Geek

NOVEMBER 6, 2018

Every time I speak about this subject people are eager to remind me that texting can’t be done in some industries - inevitably, banking and healthcare (both of which I have worked in) are mentioned. Futurists also predict that a child born in 2017 will never learn to drive and that driving by humans may be relegated to private parks.

Contact Center 63

Contact Center Healthcare Banking Customer Care 63

Aspect

JUNE 4, 2018

We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Continuity is an important contribution when creating a personalized experience for customers.

Interactive Voice Response 51

Interactive Voice Response Banking Accountability Personalization 51

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. The introduction of chatbots represents the re-birth of interactive voice response in textual self-service instead of voice prompts. The customer’s answer of “What is my account balance?”

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. Making significant changes to an account.

Self service 40

Self service CRM Contact Center Analytics 40

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

JivoChat

MAY 13, 2021

from 2017 to 2022. Digital banking. The global online banking market size is predicted to reach $20.5 Additionally, the World Retail Banking Report says that 57% of consumers now prefer internet banking, compared to 49% before the pandemic. So COVID is continuing to move customers towards digital banking.

Banking 52

Banking Chatbots Self service Advertising 52

Pointillist

NOVEMBER 11, 2019

Use Case: How a Retail Bank Uses Journey Analytics to Track FCR Across Service Channels A retail bank uses a customer journey analytics platform to track contact resolution on every service channel. To resolve this late fee, the customers reach out to the bank. Source: 2017 HDI Metric of the Month.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Mindtouch

DECEMBER 5, 2017

Out of thousands of customers, seven recipients were chosen to receive the 2017 Content Experience Award after the Customer Focus Effect in San Francisco. Unique visitors: Increase of 230% (170,296 unique users in October 2017). Bradesco is one of the largest banking and financial services companies in Brazil and LATAM, with 5.3k

Engineering 48

Engineering Education Self service Enterprise 48