The Future Customer Experience Will Go Virtual

Win the Customer

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Voice: The Heart of the Contact Center

Plantronics

There’s no question that contact centers are evolving to support the digital world in which their customers live – where people buy online, interact on social media, and communicate via video. Brands are expected to be agile in providing omni-channel support, where interactions might begin via an online form or live-chat then be continued seamlessly [ ] The post Voice: The Heart of the Contact Center appeared first on Poly Blog.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products.

Revealed: Prepare Your Customers For Next U.S. Credit Crisis

Beyond Philosophy

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. Shoppers are now familiar with the omni-channel choice and quite enjoying it. Key insights for customer handholding. Look at customer psyche.

Top Five Contact Center Trends to Expect in 2020

InGenius

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Live engagement customer service.

[Slideshare] Messaging vs Chat vs Texting: Battle for the Future of Customer Service

Fonolo

Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. No one channel is dominant enough to make the other channels irrelevant.

2020 Contact Center Investment Priorities

DMG Consulting

Do you plan or are you engaged in a digital transformation that includes digital and social media channels? This is interesting given the mega trend to improve the customer experience. Digital Transformation and Omni-Channel Support.

A Channel is a Channel

DMG Consulting

A Channel is a Channel. Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel of choice on a timely basis. This is often a major challenge, as many companies have separate servicing systems to handle each channel.

Empower Your Team With A Customer Service Philosophy

Kayako

Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important.

How to Handle Customer Complaints Effectively: 11 Tips

REVE Chat Blog

Customer complaints are inevitable for any business. At some point, every business has to deal with unhappy customers. Huffpost study says, “ 91% of customers who are unhappy with a brand will leave without complaining.” . Boost customer satisfaction.

5 Customer Service Metrics You Should be Tracking Right Now

CSM Magazine

Customer service is more than just resolving issues. It is an experience in itself which shapes the brand name. How do you think companies like Amazon and Zappos know what their customers expect and work with maximum efficiency? Customer Satisfaction (CSAT).