Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Customer Experience 105

Customer Experience Upselling Self service Sales 105

ShepHyken

MAY 3, 2022

They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them. Why is data important in customer service? Is upselling good customer service? How do you build better relationships with customers?

Upselling 301

Upselling Self service Best practices Customer Support 301

ShepHyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. Reduced customer churn .

Sales 307

Sales CRM Contact Center Customer retention 307

Solvvy

JUNE 17, 2021

While delivering 24/7 support for customer’s common questions, Workflows fully automate the more complex requests that users may experience, such as payment and subscription changes which would normally require a full-time agent to help manage. Premium Service for Premium Customers. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

NobelBiz

SEPTEMBER 26, 2023

In the rapidly evolving landscape of business communication, the significance of delivering an unparalleled customer experience is very important. According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

SharpenCX

FEBRUARY 24, 2023

Banks have long been struggling to keep up with digital customer experience expectations. It’s time for banks to take their customer experience to the next level. Let’s dive into 4 ways banks can hyperpersonalize customer experiences at scale. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

TechSee

APRIL 26, 2021

Finding ways for agents to collaborate with each other and with their technician workforce is critical to ensuring fast resolutions and high customer satisfaction levels. At the same time, organizations realize that they must be fully focused on each customer’s needs. Stage 3: Visual Self-Service. Game-changing, right? .

Contact Center 109

Contact Center Self service Upselling Call Center 109

TechSee

MAY 24, 2021

This technology delivers the capability to provide practical help, build relationships with customers, and generate more revenue via the contact center, field services, and self-service. Bridging the visual gap between customers and security experts enables quick and accurate resolutions.

Upselling 124

Upselling Self service Wireless Contact Center 124

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. To see EVE Cortex in action, click here.

Self service 168

Self service Enterprise Upselling Technology 168

Mindtouch

OCTOBER 6, 2017

Meanwhile, the customer can’t get the consistent information they need to buy, succeed, or renew. David Kay published a great article about this recently and provides a Knowledge-Centered Service (KCS ® ) approach to this unification. The KCS ® methodology is a registered service mark of the Consortium for Service Innovation.

Self service 48

Self service Upselling Analytics Sales 48

inSided

APRIL 26, 2019

Upselling freemium users onto paid plans and converting free trials into paying customers is undeniably key for growth in B2B software businesses.

Self service 40

Self service Upselling B2B Customer Experience 40

Netomi

APRIL 19, 2022

The Importance of the Customer Experience (CX) in Gaming. Proactive and supportive customers, gamers are extremely loyal – to others in their community, and to the games they know and love. Reimagining the Gaming Experience: An Gamer-Centric Approach to CX in Gaming.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

TechSee

MARCH 30, 2021

Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts. And research shows that upselling increases revenue by 10-30% on average.

Customer Service 109

Customer Service Upselling Self service Contact Center 109

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. link] These models can be used as part of your automated self-service Visual Journeys, through Sophie AI Assistant and the Sophie AI Agent.

Engineering 109

Engineering Enterprise Chatbots Self service 109

inmoment

JULY 4, 2020

The journey to effective customer experience (CX) includes many steps. We’ve already talked about three of those steps—listening to customers, understanding who they are and the context of their experiences, and taking action to improve those experiences—in great detail. Customer Acquisition.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

TechSee

JUNE 1, 2021

This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. This self-service provides added value to gig customer service workers who don’t have to wait in a queue for a supervisor’s approval.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

TechSee

APRIL 13, 2021

Companies recognize that customer service agents and field service technicians are keepers of the customer data. This positions them to build the kind of valuable customer relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts.

Customer Service 124

Customer Service Self service Upselling Sales 124

Interactions

JUNE 24, 2022

Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. Omnichannel didn’t live up to its name.

Wait times 62

Wait times Self service Upselling Accountability 62

SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships. Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire?

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Avaya

APRIL 15, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions.

Customer Experience 47

Customer Experience Chatbots voip Upselling 47

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Global Response

JULY 17, 2023

Creating additional self-service options. Self-service is much more efficient than requiring human agents to manage every interaction. After all, a self-service solution can serve a near-infinite number of customers at once, speeding up processes and reducing time to service for customers.

Call Center 62

Call Center outsourcing Upselling Self service 62

Spearline

DECEMBER 19, 2022

Data-driven personalized CX Customers don’t like to feel like one of the faceless masses. Why not use the data you are already collecting about your users to personalize your customer experiences (CX) and demonstrate how much you value and understand them as individuals? They will love you for it!

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Quiq

AUGUST 24, 2021

eCommerce’s rise has also led to an increase in customer care needs – As more purchases take place online, brands are also facing a sharp escalation in customer care inquiries related to order management and more. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions.

Self service 74

Self service Customer Care Upselling Customer Support 74

Pointillist

MARCH 20, 2020

Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes. So, how are leading enterprises using customer journey analytics in the real world? customers were sent a Payment Request notice.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. “Do you want to SuperSize that?” ” and “Do you want fries with that?”

Sales 124

Sales Technology Customer Service Chatbots 124

TechSee

FEBRUARY 23, 2021

An inability to smoothly and promptly manage the transition to a 4G home security system could result in higher-than-average customer churn. An on-premise upgrade requires the dispatch of a technician and entry into the customer’s premises. Truck rolling the upgrade is not feasible.

Self service 109

Self service Wireless Contact Center Government 109

Hodusoft

OCTOBER 19, 2022

51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust. Read Also: How can insurance companies improve customer service?

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

CRM 164

CRM Personalization Self service Sales 164

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself. Published on: April 18, 2018. Share this page on: Tweet.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Babelforce

APRIL 7, 2022

Creating the right customer experience for clients requires the support of strong call center solutions , which sometimes falls short. handle more than just calls integrate easily with surrounding tools enable self-service as standard make outbound easy be context-aware. It should enable self-service as standard.

call center solutions 52

call center solutions Call Center Self service call center software 52

JustCall

AUGUST 8, 2023

Enhancing Efficiency and Customer Satisfaction with Advanced AI Call Center Software Here are some additional examples of how an AI-based call center can improve overall efficiency and customer experience. Predictive Call Routing Predictive call routing happens when the AI algorithm matches customers to specific agents.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. The consultant can guide the customer through the measurement process and even correct the customer if they mis-measure a corner. . service contracts .

Technical Support 191

Technical Support Sales Upselling Technology 191

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B SaaS Education Brand ambassadors 82