DMG Consulting

FEBRUARY 5, 2020

DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

TeamSupport

APRIL 15, 2021

Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Omni-channel support is distinctly different from multi-channel support.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

REVE Chat Blog

APRIL 8, 2020

Customer service satisfaction is measured by understanding how your customers interact with your brand and collecting their feedback through surveys using different channels. The customer satisfaction tips also highlight the areas for improvement you make CSAT surveys. . Deliver omnichannel support.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

CSM Magazine

SEPTEMBER 10, 2018

Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. Research says: Self-service tools like knowledge base and FAQs deflect tickets up to 10%. They give more insights than the usual surveys and ratings.

Omni-channel support 40

Omni-channel support Metrics Customer Service Transportation 40

JustCall

MARCH 9, 2023

Self-service tools are a big win Customers love brands that allow them to self-serve–this includes having an in-depth knowledge base with all the answers, support articles, and common FAQs. Omni-channel support is another must-have Providing omnichannel service–be it by way of phone, live chat, email, etc.

Omni-channel support 40

Omni-channel support Customer Service Feedback Wait times 40

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. What goes into good self-service?

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38