Playvox

APRIL 21, 2023

Supplement Live Channels With Self-Service Increasingly, customers show an interest in helping themselves with simple issues. Offering self-service gives customers a chance to take care of their problems quickly and eases ticket volume for your team. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Fonolo

JANUARY 31, 2018

Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? This is the latest in their “Inner Circle” series which is based on industry surveys. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Our survey found that 8 out of 10 people have switched brands due to a poor customer service experience.

Customer Care 71

Customer Care Surveys Wait times Self service 71

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Download the free ebook. How are support and service organizations supposed to be everywhere at once? Examining the journey through the customer’s eyes .

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

SEPTEMBER 28, 2021

HubSpot Service Hub connects email, live chat, Facebook Messenger, and other software tools into one universal inbox, so your whole team has the visibility to manage and reply to conversations in one place. By building automated workflows and chatbots, customers get faster support. Customer Feedback Survey. Team Management.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Global Speech Networks

JANUARY 10, 2022

Here are a few solutions that financial organisations employ to gather customer feedback and touch points into a single, cohesive story: IVR / Chatbots / Virtual Agents . Automation and self-service options give customers the ability to interact quickly and simply with your organisation. Benefits of a customer 360 approach.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

aircall

JULY 7, 2021

Thus, you can use them on documents, surveys, feedback forms, SMS, email, and even social media to identify patterns and relationships among the data. Self-Service Analytics. Self-service analytics mine data from self-service communication channels, such as FAQs, blogs, and ebooks.

Call Center 62

Call Center Analytics Self service Sales 62

JivoChat

APRIL 1, 2021

As personalization is key, businesses have turned to chatbots , leaning on artificial intelligence to help create more customized experiences for their audiences. You might think handing the reins of customer service to robots could make your business seem less personable. Download your free ebook. Complete a survey.

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In fact, Gartner predicts that by 2020, 25% of customer service operations will integrate chatbots or virtual assistants across engagement channels. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In fact, Gartner predicts that by 2020, 25% of customer service operations will integrate chatbots or virtual assistants across engagement channels. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Comm100

JUNE 13, 2018

In a survey of over 2000 holiday shoppers, the NRF found that over 60 percent of consumers would like to use more online wish lists in the future. Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season. Download Now.

Self service 54

Self service Chatbots Advertising Sales 54

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider offer a Chatbot or AI with its own reporting system? Additional Considerations for Live Chat Software.

CRM 41

CRM Multichannel Marketing Accountability 41

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success. Chatbots aren’t replacing humans anytime soon.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40