ProProfs Blog

MARCH 28, 2019

Empathy and great customer service are so precious that many people agree to pay for up to 16 percent more for it, as per a recent PwC study. Related Read: Leverage Your Business Growth with Customer Emotions. Being Customer-Centric Matters. Customer-centric companies are 60% more profitable than those that are not.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

JivoChat

APRIL 28, 2021

Live chat software allows you to communicate with your prospects and site visitors proactively — and that’s a good practice, because 41% of customers prefer live chat over other options like email or social media. When it comes to private matters (such as healthcare), some people may be uncomfortable chatting on the phone with reps.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

CSM Magazine

JUNE 27, 2018

While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue. Voice from the past. Weathering the storm.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. These are the results that are rooted in emotion. And you need to link the customer emotion to people that serve them. It’s almost impossible to understand emotion when the thrill has gone away. Okay, over to you ….

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67