bold360 Blog

APRIL 15, 2021

FSIs that could quickly pivot and offload customer engagement toward self-service tools and leverage a centralized knowledge base (KB) had a big advantage, while digital laggards struggled to keep pace with customer service demand. Accelerating Digital-First CX. 3 Steps for Acceleration. Give customers (self-service) options.

Self service 52

Self service Banking Multichannel Chatbots 52

Dialer 360

DECEMBER 5, 2022

This is because businesses are increasingly using chatbots and other artificial intelligence (AI) tools to provide customer service. AI applications have helped call centers in numerous ways, including by implementing logical call routing and offering multichannel support. Your AI chatbot can handle routine questions for you.

Call Center 26

Call Center Interactive Voice Response Self service Chatbots 26

aircall

JUNE 9, 2021

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. Some of the most popular self-service tools are knowledge bases (e.g.,

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. This is a major challenge for contact centers in 2020. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020. This data shows the worst offenders in hold time during the month of January 20, 2020. I referenced onholdwith.com to further investigate call hold times.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Inbenta

JANUARY 17, 2022

In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. By April 2020, 49% of UK and 63% of US adults said they had carried out a new online activity due to the pandemic, such as attending a gym session, a class, or a religious service.

Customer Service 98

Customer Service Self service Chatbots B2B 98

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Find out more. Omnichannel customer engagement.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. Free Download: Customer Engagement 2020 White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40