SharpenCX

DECEMBER 23, 2020

“No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. Now, her expectations aren’t just met but exceeded with Amazon services. Accurate Information Via Self-Service. What do you do?

Self service 157

Self service Feedback Airlines Metrics 157

Mindtouch

MAY 24, 2019

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. 85% support interactions will start with self-service by 2022 – up from 48% in 2018.

Self service 84

Self service Chatbots Metrics Feedback 84

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Download the free ebook. According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Self service 105

Self service Abandon rate Customer effort Contact Center 105

SharpenCX

MARCH 5, 2020

You can narrow in on a specific agent’s metrics, tracking them through every touchpoint to get summed up insight about their experience. Get the ebook. There’s no question that all contact centers share a universal goal: to provide excellent customer service. But, what qualifies as “excellent customer service”?

Best practices 67

Best practices Contact Center Airlines Benchmark 67

ClientSuccess

MAY 8, 2019

In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year. Have proactive support mindset and create automated or self-service options wherever possible. eBooks : Ultimate Guide to SaaS Customer Success Metrics.

Management 56

Management Technical Support SaaS Metrics 56