2021 Scripts Surveys Wait times 
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.
JivoChat
MARCH 25, 2021
Are you interested in the state of digital marketing in 2021? Today, consumers expect real-time communication, on the channel of their preference. 29% of live chat users hate scripted responses. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Then look no further. Aberdeen Group ).
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JivoChat
MARCH 25, 2021
Are you interested in the state of digital marketing in 2021? Today, consumers expect real-time communication, on the channel of their preference. 29% of live chat users hate scripted responses. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Then look no further. Aberdeen Group ).
Quiq
NOVEMBER 16, 2021
40% of retail executives expect double-digit online growth, according to Deloitte’s 2021 holiday retail survey. Now’s the time to come together and strategize the next few months with your team. Use this along with market indicators for 2021 to predict how busy the holiday season will be. .
JivoChat
MARCH 15, 2021
At the same time, it gives your support reps context , empowering them to provide the best possible service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Deliver real-time support.
aircall
JUNE 16, 2021
In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. Other sobering statistics in the survey illustrate the importance of getting it right the first time: Half of all customers would stop buying from a brand after a single bad customer service experience. Expert knowledge.
Quiq
DECEMBER 15, 2021
Globally, messaging has increased in popularity significantly in 2021. According to Zendesk’s 2021 CX Trends Report , in-app messaging popularity grew by 36%, SMS/text messaging by 75%, and social messaging by 110%. Customers with urgent problems can be helped first, while those with simpler problems can wait a little longer.
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