Quiq

MARCH 31, 2022

Customer expectations have a big influence on whether they continue to purchase from your e-commerce business. Salesforce found that 52% of customers expect offers to always be personalized. This number has jumped from 49% in 2019, and experts expect it to continue increasing. Chatbots for customer service: 70%.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

JivoChat

APRIL 5, 2021

Poor customer service can impact every business—from America to Antarctica. In the UK alone, it’s estimated that businesses lose about £37 billion every year because of poor customer service. Even worse, customers will remember bad customer experiences more than when they have a positive interaction with a company.

Customer Service 52

Customer Service Self service CRM Metrics 52

Interactions

AUGUST 26, 2021

If something goes wrong during a transaction or with a product or service, the customer needs to trust that they work with the brand to solve the issue. With an increased focus on customer experience during the last decade, brands have been exploring the way that conversation can add value to their business.

Chatbots 62

Chatbots Technology Self service Customer effort 62

Kayako

APRIL 1, 2022

Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. Find out what trends will impact eCommerce customer satisfaction in 2022.

Sales 90

Sales Personalization Upselling Chatbots 90

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Customer interactions are becoming synonymous with content interactions. More content interactions do not always equal better experiences!

Self service 84

Self service Chatbots Metrics Feedback 84

Mindtouch

MARCH 16, 2020

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Examining the journey through the customer’s eyes . Common touchpoints along the new customer journey.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. Experience is King. times that of laggards.

Marketing 77

Marketing Chatbots B2C Self service 77

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40