The Northridge Group

MAY 2, 2023

The most recent version of ChatGPT, which is based on GPT-4 and was released in March 2023, is OpenAI’s latest and most advanced chatbot. Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights! This makes it a highly valuable tool for customers and employees alike (see chart).

Contact Center 67

Contact Center B2C Chatbots B2B 67

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

JivoChat

APRIL 28, 2021

When to use this type of customer service: Both public and private organizations can benefit from live chat. For example, a non-profit can answer questions about how they champion their cause, while private companies that sell B2C products or B2B services could use live chat to guide customers to the right product.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

JustCall

DECEMBER 12, 2022

Conversational AI Software uses traditional chatbots or voice-based assistants and combines them with Natural Language Processing (NLP) and other Machine Learning/Artificial Intelligence (ML/AI) methods. Combining robust AI technology with chatbots helps companies automate customer conversations and make responses more predictive and emotive.

Interactive Voice Response 52

Interactive Voice Response Chatbots Enterprise Scripts 52

JivoChat

AUGUST 30, 2021

The live chat channel serves many “touches” along the increasingly multi-touchpoint B2B and B2C buying journeys. People also use it to access post-sales support and make service requests once they become customers. B2C and B2B businesses alike rely on live chat. Dixa for delivering more seamless customer experiences.

Sales 52

Sales Chatbots Multi-channel support CRM 52

JivoChat

JULY 21, 2021

In the simplest terms, customer relations refers to interactions with customers, while customer relationship management refers to policies, tools , and software platforms used to track and manage these interactions. You’ll find CRM useful at all points of the customer lifecycle. Why Is Customer Relations Important?

Chatbots 52

Chatbots B2C CRM Customer retention 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Zingtree

NOVEMBER 20, 2018

A typically busy time of year for most people out there, these raised stress levels can directly translate into how the customer experience is perceived. In addition to this, many customer service agents and other company reps are feeling that same stress, both from those they are serving and their own holiday experiences.

Self service 60

Self service Scripts B2C Chatbots 60

aircall

DECEMBER 13, 2018

Midsize Teams | Customer support teams with 6 – 50 employees. Large Teams | Customer support teams with more than 50 employees. CRM/Helpdesk Users | Respondents who use a CRM or Helpdesk software solution (ex. CRM/Helpdesk Users are 92% confident ( 52% very) in their data accuracy — 14% more than Non-Users.

Surveys 54

Surveys Customer Support B2C CRM 54

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. Top hiring cities include SF, NY, Boston, Chicago, D.C.

SaaS 64

SaaS Transportation B2C Customer retention 64

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. Chatbots are a huge part of the AI trend in digital commerce. These automated bots simulate human conversation and a preferred channel of communication for customers.

Customer retention 52

Customer retention B2C Chatbots Self service 52

JivoChat

APRIL 15, 2021

Unlike chatbots , live chat services for business are managed by actual people. It allows customers to communicate with sales or service reps in real-time without having to pick up a phone or navigate away from your site. Connect your CRM. Sync interactions with your CRM. Source: JivoChat. The list goes on.

Best practices 52

Best practices Upselling CRM Sales 52

JivoChat

MARCH 25, 2021

Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Econsultancy ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately deliver a positive ROI for your business. Econsultancy ).

Wait times 52

Wait times Sales Scripts B2B 52

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. Of course, it took about 20 years for CRM to become an overnight success. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. So how do you provide outstanding customer service that meets these expectations?

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

JivoChat

DECEMBER 5, 2021

Here the problem is about the item production, but it directly affects the customer experience. . Your product can be as amazing as the ones from your competitors, but if customer service isn’t good, they will opt for the brand that provides better assistance and hears them. . Now, picture another situation.

Customer Service 52

Customer Service Customer centricity Telemarketing Sales 52

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change.

Personalization 53

Personalization Customer Experience Journey mapping Chatbots 53

JivoChat

JULY 5, 2021

Build Pages Quickly and Easily: Create content, customize segments, and update pages quickly with drag-and-drop editors. Work with B2B and B2C Customers: Magento lets you manage both enterprise quotes and customer orders through the same platform. JivoChat app: Yes. Key Features. Pricing: Free and paid plans available.

Advertising 52

Advertising Analytics Sales Enterprise 52

ViiBE Blog

FEBRUARY 9, 2021

Recent consumer trends have seen users increasingly place customer experience above the value of the product. To respond to this switch in priorities, companies are focused on business areas like after-sales services as a way to distinguish their customer support. What does omnichannel mean?

Management 52

Management Customer centricity B2C CRM 52