Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. No wonder that both consumers and companies are turning to online self-service systems. There are six key areas to focus on: 1.

Self service 49

Self service B2C Entertainment Best practices 49

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Scripts B2B B2C 111

Mindtouch

JUNE 26, 2018

The World Economic Forum (WEF) recently named ThoughtSpot to the world’s 61 most promising Technology Pioneers 2018. For its own part, Netsmart landed the #44 spot on the 2018 Healthcare Informatics 100 list. The list recognizes top vendors of healthcare IT products and services. These companies are on a flat-out roll.

Healthcare 69

Healthcare B2C B2B Enterprise 69

Fonolo

DECEMBER 4, 2018

In fact, 2018 marks its 25th birthday! Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). So, we started off by asking the panelists whether we could agree on some definitions.

Gamification 89

Gamification B2C Contact Center Technology 89