TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Revation Systems

FEBRUARY 5, 2019

Businesses and service-oriented industries, such as healthcare and banking, now face a new reality where customers (and patients) are willing to take their business elsewhere if they have even one unfavorable experience. Automate Self-service through Chatbot Technology.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Fonolo

JANUARY 31, 2018

Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.)

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. When bank customers used an ATM rather than interacting with a person, their overall level of satisfaction with the bank fell. The Year of Humanity: Putting the customer first in 2018.

Customer Service 62

Customer Service Banking Self service Best practices 62

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. chatbots, mobile apps, etc.) What is a Service Journey? The three, exclusive COPC Inc.

Banking 45

Banking Finance Chatbots Surveys 45

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Your bank details are on file so you should see a deposit from us in the next 24 hours. “Please provide me with your policy information, claim number, date of filing and description of the damage.”.”. Have a great day!”

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Magazine

MARCH 31, 2020

Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized. When it comes to chatbots, there are generally two types of sentiment in the market amongst customer service leaders. What’s is a chatbot, and why do you need one?

Chatbots 72

Chatbots Contact Center Banking Accountability 72

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 40

First call resolution Call Center Self service Analytics 40

Nicereply

JUNE 20, 2019

One of the largest banks in Nigeria integrated Live Video Chat and co-browsing in order to enhance its inbound support requests KPIs. Throughout 2018, personalization grew stronger and it’s definitely going to be TOP #1 trend throughout 2019. Self-Servicing. Personalization. Brand and User Integration.

Marketing 77

Marketing Chatbots B2C Self service 77

Toister Performance Solutions

OCTOBER 23, 2018

Customer service employees may be more important than ever. A 2018 report from the consulting firm PwC surveyed 15,000 customers from 12 countries, including 4,000 from the U.S, The results clearly indicate that having friendly, helpful employees available is critical—even as service interactions are increasingly automated.

Advertising 61

Advertising Airlines Self service Surveys 61

The Center for Client Retention

NOVEMBER 14, 2018

If it flies, and it should, we’ll be hearing a lot more about this and other hyper-personalized services to follow. As Amazon expands its Amazon Go chain of self-service convenience stores, dozens of startups are competing with established firms to master and lead this potentially game-changing retail model.

Self service 48

Self service Sales Metrics Technology 48