Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ProProfs Blog

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

Customer Experience 99

Customer Experience B2B B2C Sales 99

TeamSupport

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com. At TeamSupport, we embrace businesses of all sizes, including the small businesses that Digital.com serves.”. About TeamSupport.

B2B 52

B2B B2C Self service Enterprise 52

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Top companies need to be able to handle increased volumes and customer expectations with fewer resources. What is a Next-Gen Chatbot?

Chatbots 62

Chatbots Customer Support Self service B2C 62

TeamSupport

JUNE 3, 2020

As published in CustomerThink.com , June 2, 2020. Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? Believe it or not, some companies are still relying on spreadsheets to manage different areas of customer support.

B2B 64

B2B Customer Support B2C Self service 64

TeamSupport

OCTOBER 5, 2020

2020 has been like no other with the impact of the COVID-19 pandemic touching every area of our lives, from work to home to school to church. Global events have changed the way companies—whether B2B or B2C—interact with their customers. There are no better brand ambassadors than those on your customer support team.

Customer Service 101

Customer Service Brand ambassadors B2C Morale 101

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

B2C 83

B2C B2B Benchmark Best practices 83

TeamSupport

JUNE 29, 2020

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. link] ( accessed June 28, 2020 ). Find out in Part 2.

B2B 59

B2B B2C Customer Support Metrics 59

Talkdesk

APRIL 22, 2020

For many, 2020 is a year of change — both personally and professionally. Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands. Sign up by May 1, 2020. Fortunately, Talkdesk® is here to help.

B2C 59

B2C Government contact center solutions Cloud contact 59

Talkdesk

APRIL 3, 2020

For many, 2020 already feels like the longest and most challenging year of our lives. The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

TeamSupport

OCTOBER 28, 2020

This article is replicated from the November 6, 2020 special issue featuring TeamSupport as one of the Most Promising CRM Solution Providers 2020. TeamSupport was built to knock down company silos that were hoarding important customer information. It is an absolute no-brainer that COVID has impacted us all.

B2B 45

B2B B2C Enterprise CRM 45

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. That is the case for any business.

B2B 64

B2B Self service B2C Customer Support 64

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

B2C 40

B2C B2B Benchmark Best practices 40

Answer Dash

MAY 7, 2018

Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ). 32% of B2C CMOs see improving customer experience as a top three objective.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Online stores are especially prone to receiving calls from foreign customers.

Call Center 92

Call Center Telemarketing B2B outsourcing 92

TMP Direct

SEPTEMBER 23, 2021

56% of B2C companies have a dedicated CX team, with most formed in the last one to two years. The number of brands improving their CX in 2020 was up 13% from 2019, and the number is expected to grow further in 2021. A customer focus improves all areas of the business.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Online stores are especially prone to receiving calls from foreign customers.

Call Center 84

Call Center Telemarketing B2B outsourcing 84

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications . Industry: B2B.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

NobelBiz

JULY 8, 2020

Then, on May 25, 2020, the death of George Floyd sparked a movement, almost a revolution. A June 2020 forecast by Global Economic Prospects, cited by the World Bank, shows a 5.2% contraction in global GDP in 2020. A June 5, 2020, study by McKinsey highlights the following: Net consumer optimism has decreased.

Government 52

Government B2C Contact Center Finance 52

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Online stores are especially prone to receiving calls from foreign customers.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

ShepHyken

JANUARY 20, 2020

My Comment: While a short article like this may not be all you need to start and run a customer loyalty program, this is a good start to get you thinking about the type of program you might consider. Loyalty Trends in 2020: How Will This Year Be Different? Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 291

Customer Service B2C Entertainment Customer effort 291

Comm100

SEPTEMBER 28, 2021

Since 2013, the business has operated from South Melbourne and has seen a rapidly increasing customer base. Tangerine’s customer service transformation began in 2015 to improve the experience of both customers and customer support agents.

Customer Service 86

Customer Service Chatbots Banking B2C 86

JivoChat

APRIL 28, 2021

An essential aspect of customer service is engaging with customers where they are when they need you. From email, social media, live chat , or text messaging, having a customer support presence on the right platforms is crucial nowadays, with 90% of customers claiming they want omnichannel customer service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

aircall

JUNE 9, 2021

Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020. 90% of customers decide whether or not they will do business with you based on the quality of your customer service.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. This lets businesses quickly tap into the m-commerce market, which is growing at an enormous rate – especially for B2C businesses. In-app shopping. Social commerce.

Customer retention 52

Customer retention B2C Chatbots Self service 52

ChurnZero

JUNE 28, 2019

A similar lesson can be applied to Customer Success. In fact, this is one of the major differences between Customer Support and Customer Success. If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JivoChat

MARCH 25, 2021

This is not only true for customer service teams, but marketing, sales development, and post-sales customer support as well. To integrate live chat into your sales processes and use it to guide customers through your sales funnel, consider each customer’s needs and pains to offer the very best solution.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

This is not only true for customer service teams, but marketing, sales development, and post-sales customer support as well. To integrate live chat into your sales processes and use it to guide customers through your sales funnel, consider each customer’s needs and pains to offer the very best solution.

Wait times 52

Wait times Sales Scripts B2B 52

aircall

JUNE 30, 2021

As simple as this strategy is, it’s proven to be so effective that Ring’s online sales in the United States increased by 180% in December 2020. That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share. Track Customer Support Performance .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Comm100

AUGUST 1, 2022

from 2020 to 2022. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands. 72% of Gen Z expect to interact with someone immediately when they reach out for support. In US postsecondary education, spring enrollment decreased by 7.4%

B2C 83

B2C Chatbots Education Customer Support 83

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?

Customer Service 98

Customer Service Self service Chatbots B2B 98

REVE Chat Blog

NOVEMBER 21, 2019

Create a process to deliver customer support with the right channel. It could be a self-service portal, live chat support or co-browsing as well. Collect customer feedback and continuously improve your customer support processes. Identify the areas where they may need your assistance. Are they selling stuff?

Best practices 77

Best practices B2B Sales Chatbots 77

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

SmartKarrot

FEBRUARY 16, 2022

Customer Experience (CX) tells a lot about businesses as well as consumers. Here are some numbers defining its significance – Despite the growing demand, overall customer satisfaction was up by only 2% across most channels by 2020. 80% of B2B buyers expect a purchase experience similar to that of B2C customers.

Customer Experience 10

Customer Experience B2B Advertising B2C 10