Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Live chat and chatbots. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support.

B2B 115

B2B Journey mapping SaaS Engineering 115

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. While there is no true “cure all” for any attrition problem, investing in AI chatbots and digital assistants could convince employees to stay. Contact Center Attrition. In the U.S., The phone keeps ringing. Your inbox is bursting.

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Quadient

SEPTEMBER 28, 2020

This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”. This would be a wrong assumption. Do customers think switching Telecom providers is easy? . . . Service reliability is. .

Customer Experience 52

Customer Experience Management Self service Entertainment 52

Comm100

JANUARY 21, 2020

For new customers who land on your website after hours, a clear knowledge base and a helpful chatbot are two channels that can keep your leads moving along the digital journey. This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Comm100

JANUARY 21, 2020

For new customers who land on your website after hours, a clear knowledge base and a helpful chatbot are two channels that can keep your leads moving along the digital journey. This post is the second of two that are based on our Omnichannel white paper. Recommended for you: Top 10 Live Chat Benefits You Have to Know.

B2C 83

B2C B2B Benchmark Best practices 83

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Set Return Policies. But prevention doesn’t work 100% of the time. Download Now.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

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

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 86

Customer Experience Chatbots Surveys Technology 86

Transparent BPO

JANUARY 14, 2020

A white paper on contact center trends by Fonolo, a call-back technology company, says that consumers are becoming digital-first and able to use at least ten different channels to communicate with a company. “The Instead, contact centers are transitioning to First Call Resolution and Customer Satisfaction as their top priorities.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Your chatbot or online knowledge base should be so easy to use that a child could find what they’re looking for. Your chatbot or online knowledge base should be so easy to use that a child could find what they’re looking for.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Comm100

APRIL 6, 2020

An AI chatbot is the perfect way to handle this. Recommended : See Comm100 A I Chatbot in Action. Rule-based automatic routing can instantly transfer a chat based on location, webpage visits, account data, pre-chat survey responses, and much more. For ultimate efficiency, AI chatbots are a no-brainer.

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. 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

Serenova

NOVEMBER 26, 2019

Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). According to a survey of more than 3,000 consumers by Vanson Bourne for Serenova, 80% have dealt with uneven service across channels. If not, you aren’t alone.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves. Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. This post includes highlights from our Omnichannel white paper. Increased customer satisfaction.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Feedback surveys. Sending out a survey to your customers allows you to understand their needs on a more personal level. Customer surveys. Content inventory. Direct mail.

CRM 52

CRM Advertising Chatbots Surveys 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. You’ll also want to gather feedback directly via surveys and interviews. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. You’ll also want to gather feedback directly via surveys and interviews. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. CX Trends You Need to Watch in 2018 [White Paper]. Keeping AI and Chatbots in Perspective. How to Think about Chatbots in a Big Picture Kinda Way. Call Center Cloud Conversion Continues. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Transparent BPO

DECEMBER 3, 2019

PR: A high point of discussion along this line is the whole chatbot element and seeing how far they can go these days beyond answering simple questions. Free infographic & white paper explains why. TBPO: If automation isn’t replacing the human agent, how is the relationship between the two changing?

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

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

Fonolo

JUNE 20, 2018

Grow stronger with surveys: Make customer feedback surveys a bigger deal. Change things up with chatbots. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. Respond to customer requests in real time.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. You can enhance your self-service support portal with an intelligent, conversational artificial intelligence (AI) chatbot. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful.

Customer Service 62

Customer Service Self service Engineering Customer Support 62