Toister Performance Solutions

OCTOBER 8, 2020

The experiments showed that saying "thank you" instead of "I'm sorry" when a customer experiences a delay or another minor service failure can increase customer satisfaction and improve survey participation rates. The second study was published in 2020 by Yanfen You, Xiaojing Yang, Lili Wang, and Xiaoyan Deng.

Advertising 114

Advertising Surveys Customer emotions Wait times 114

TechSee

APRIL 24, 2018

In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

Quiq

DECEMBER 8, 2021

Plus, 1 in 3 customers share their contact center experiences with others, and half of those do so on social media, according to a 2020 report from the CFI Group. Hearing about customer issues from social media has the potential to damage your brand. That’s where customer surveys come in. . Improve response times.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Answer Dash

SEPTEMBER 3, 2018

Customer experience will overtake price and product as the key brand differentiator by the year 2020. 91% of those surveyed would “use a single, online knowledge base if it were available and tailored to their needs.” The good news?

Self service 79

Self service Customer emotions Surveys Analytics 79

Callminer

AUGUST 6, 2019

Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers. It needs to link customer feedback to sales and operational data, and make results accessible company-wide. How does AI help customer service agents?

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

C Space

OCTOBER 1, 2018

Ignoring customer emotion means missing opportunities to get customers to choose you and recommend you. Perhaps more importantly, measuring emotion not only produces a more predictive model but can also predict customers’ behaviors. As we approach 2020, the future feels less certain than ever for customers.

Healthcare 56

Healthcare Consulting Consulting Customer emotions 56