Nicereply

MAY 4, 2022

Enable self-service. The first step in providing an improved customer service experience is to ensure your customers can help themselves whenever possible. In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Whatever you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

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

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Download eBook. How Much Is Employee Disengagement Costing Your Contact Center? The New Normal.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Interactions

MAY 28, 2020

A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” ” In the US, only 34% of those surveyed responded with “agree” or “strongly agree.” And, they are more willing to use self-service technologies to communicate with brands.

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. You can learn more by downloading our free eBook today.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Power looked at 124 customer service organizations spanning 13 industries in North America. The survey was conducted between May and June 2020. For more on the topic of experience centers, we’ve prepared a 25-page eBook on why call centers are out!

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

Cisco - Contact Center

AUGUST 3, 2020

For example, Virtual Agents for voice and chat are powered by Google Cloud CCAI and provide our customers with new ways of responding to their customers using AI-powered self-service technologies. With the rise of digital interactions, automated self-service has become the preferred method for consumers to interact with a business.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Interactions

MAY 14, 2020

We surveyed more than 1,000 people about their comfort levels towards automation in customer service, grocery stores, healthcare, privacy, and self-driving cars in comparison with before the novel coronavirus crisis. Changing Consumer Behavior. Contact Center Challenges. Don’t cross the line.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 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

Interactions

OCTOBER 7, 2021

The dreaded customer service call. According to our recent survey, only 7% of people say they actually enjoy contacting customer service (and by the way, who are these people?). So, why has “dread” become synonymous with “customer service”? . Check out our eBook here. . I am not alone in that sentiment.

Customer Service 62

Customer Service Wait times Self service Finance 62

Interactions

JUNE 17, 2022

According to our recent survey , 75% of customers experience a long wait time when contacting a brand. Empowering customers with the ability to self-service eliminates the wait times by reducing the reliance on human agents. Learn more about how leading with technology supports this approach in our eBook. .

Wait times 62

Wait times Self service Enterprise Technology 62

Fonolo

NOVEMBER 6, 2018

Every year, many analyst firms and research groups try to illuminate the future with surveys. And one of the most common ways to present results from those surveys is via the cohort chart. Here’s another example: That one was our “highlight chart” when we covered Five9 ’s Customer Service Index Report. Beware the Cohort Study.

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

SharpenCX

SEPTEMBER 22, 2021

The survey asks guests to rate six elements of their stay: accuracy of information, communication from the host, cleanliness, convenience of location, ease of check-in, and the overall value. . According to Zendesk, who supports Airbnb, the company gets over 7 million customer service tickets in a year.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

Nicereply

SEPTEMBER 28, 2021

Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. One key advantage of Nicereply is that you can set up in-signature surveys to collect feedback right when customers are most likely to give it – immediately after an interaction with your brand. Features: Shared Inbox. Team Management.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) For more on this topic, see our eBook Guide to Call Center Metrics. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Solvvy

FEBRUARY 5, 2020

When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Is the browsing experience intuitive enough for you to easily find what you’re looking for?

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Fonolo

NOVEMBER 7, 2017

Here’s one final quote from the survey: “Respondents told us they’re confident a real person will ‘see it through’ and they feel more assured that ‘the call won’t just end’ without some sort of resolution.”. So the message to companies looking to lower their support costs: You should invest aggressively and continuously in self-serve tools.

Interactive Voice Response 118

Interactive Voice Response Chatbots Abandon rate Contact Center 118

Interactions

MARCH 18, 2021

Although I have returned to grocery shopping in-person as of late, I will not hesitate to use this service on the weekends when my daughter’s schedule has me running or maybe on a day I would rather spend at the beach versus taking care of errands. 3) Don’t leave human touch out of your digital experiences.

Surveys 62

Surveys Self service Best practices Technology 62

Solvvy

JANUARY 7, 2020

Start with a Customer Expectations Survey. Be proactive about understanding exactly what high-quality customer support looks like in your industry by soliciting feedback from your customer base, a survey of target users, or even from a focus group of people who are interested in your industry. a guided service experience?

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on. Download our Artificial Intelligence eBook Listen.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Interactions

JULY 18, 2019

Using results from a survey conducted by The Harris Poll, titled Trust in AI solutions: Pairing technology efficiency with consumer preferences , we’re going to explore the generational differences in how consumers want to engage with your brand and why it matters to your business. Security Matters.

Wait times 54

Wait times Scripts Surveys Self service 54

Babelforce

MARCH 26, 2020

Imagine you surveyed 100 customers. But if you surveyed the 100 customers and only 20% were detractors, your NPS score would jump up to 30 – representing a 20% greater chance your customers will recommend you to a friend. Instantly after an interaction with customer service. Self-service tools! Like this: (no.

Feedback 52

Feedback Customer effort Surveys B2C 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

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. Create content on common questions and make it available as a self-service option. 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. Create content on common questions and make it available as a self-service option. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Amity

DECEMBER 9, 2016

“It provides rich fodder for ServiceRocket to create content around real problems customers are facing that are barriers to doing their jobs—and it feels great to turn one support ticket response into a scalable self-service resource that will help many." Do you send out NPS surveys? (If Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

LiveChat

MAY 13, 2016

Apart from these three main apps, you also get surveying tool called Google Forms , which can be pretty useful when it comes to gathering customer feedback. Flickr is a service that let’s you quickly get hold of cool photos with the CC license. Tools: Flickr. Gratisography. New Old Stock. Setting up a knowledge base.

Analytics 44

Analytics Self service Marketing Accountability 44

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. Now, her expectations aren’t just met but exceeded with Amazon services. ‘Fast’ Service. Let’s check them out!

Self service 157

Self service Feedback Airlines Metrics 157

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. I’d love to dive into your thoughts around the topics that we covered in that ebook as you are the expert, really.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

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. CSAT surveys help measure customer contentedness before, during, and after those interactions. . Customer Satisfaction (CSAT).

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) HubSpot Service Hub is suited to both small businesses and large enterprises.

Self service 52

Self service Analytics Enterprise APIs 52

Babelforce

JANUARY 19, 2021

That can include the effort behind making a purchase, resolving a service query or signing up for an account. CES surveys are generally a single question that customers answer on a scale from most to least difficult. You’ll get more actionable data if you apply separate surveys to different areas of your service.

Customer effort 52

Customer effort Contact Center Self service Surveys 52

Interactions

JANUARY 13, 2022

A Forrester survey found that, among customers who felt valued by their bank, 71% planned to stay with that bank, 87% advocated for it, and 82% spent more money. . Digital self-service that resolves complex issues the first time costs less and appeals to customers. This is true for all industries, banking included.

Banking 62

Banking Accountability Surveys Self service 62

Interactions

JANUARY 13, 2022

A Forrester survey found that, among customers who felt valued by their bank, 71% planned to stay with that bank, 87% advocated for it, and 82% spent more money. . Digital self-service that resolves complex issues the first time costs less and appeals to customers. This is true for all industries, banking included.

Banking 62

Banking Accountability Surveys Self service 62

SharpenCX

APRIL 8, 2020

Reduce the number of queues you need with self-service options. Limit the number of call queues you need by supplementing live support with self-service options for customers to try, first. After all, 73% of customers prefer to reach for self-service tools before contacting you. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84