Aspect

OCTOBER 6, 2017

By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. You can also find more information on self-service, here.

Self service 88

Self service Customer Experience Surveys Personalization 88

Aspect

NOVEMBER 26, 2018

This is supported by our new survey of over 2,000 UK-based consumers. The study showed that 50 per cent of in-store shoppers prefer human staff to be present alongside technology. Self-service is increasingly popular as it enables shoppers to get simple queries answered and transactions completed without delay.

Self service 63

Self service Chatbots Technology Surveys 63

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. Many survey respondents described their current knowledge management technologies as “clunky.”

Self service 59

Self service Surveys Contact Center Metrics 59

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry. Stop people, send them to self-service. Do you send them all? Set agents up for success.

Self service 75

Self service Contact Center Analytics Metrics 75

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools.

Gamification 52

Gamification Customer centricity Self service Surveys 52

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. Beware the Cohort Study. The cohort study asks questions about channel preference and then categorizes the answers by age range.

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Solvvy

OCTOBER 29, 2019

A study from Aspect found that 65 percent of respondents said they felt good when they could resolve an issue independently without contacting customer support —and that number jumped to 70 percent among Millennials. Here are a few tips for building a best-in-class self-service experience for your online customers.

Self service 48

Self service Chatbots Customer Support Surveys 48

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with.

Customer Service 191

Customer Service Employee engagement Self service Surveys 191

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200

Nicereply

JANUARY 4, 2023

That said, over 60% of customers claim they now have higher customer service standards, but 54% report that customer service feels like an afterthought for most of the businesses they buy from. 5 Ways to maintain great customer service at lower costs at 2023. Get the most out of self-service and AI solutions.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self service Gamification Contact Center 196

Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail. Back to spending more for service.

Airlines 400

Airlines Wait times Self service Enterprise 400

Balto

NOVEMBER 18, 2022

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. The study revealed an interesting correlation. Forty-three percent of those surveyed in the Five9 survey noted that agent interactions have become lengthier and more complex.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Fonolo

NOVEMBER 8, 2022

Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! Self-service doesn’t always need to be high-tech. In this study , over two-thirds of customers surveyed said they would wait up to two minutes before hanging up.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Toister Performance Solutions

MAY 6, 2021

Two recent studies from goMoxie reveal how chatbots are sending customers to the competition. One goMoxie study asked 1,056 consumers about their online banking experiences. Another study asked 1,063 consumers about online retail experiences. According to goMoxie’s retail study, it’s last. You'd be wrong.

Chatbots 103

Chatbots Banking Self service Surveys 103

CSM Magazine

JULY 14, 2023

The Statistics: Social Media for Customer Service Recent data suggest an increasing trend of customers turning to social media for service-related inquiries. According to a study by J.D. Power, 67% of consumers have used a company’s social media channel for customer service. But it can be hard to manage.

Accountability 89

Accountability Customer Service Self service Best practices 89

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Customer Service 149

Customer Service Self service Customer retention B2B 149

The Northridge Group

APRIL 25, 2023

A recent survey by Northridge discovered that 49.3% How These Technologies Are Enhancing the Customer Experience Self-serve healthcare technology has been shown to impact the customer experience profoundly. Providers that offered self-serve healthcare solutions also improved patient awareness of their treatment strategy and symptoms.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Their survey revealed that a bad IVR experience makes situations worse and turns neutral customers into dissatisfied ones. According to a report by J.D.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

ShepHyken

AUGUST 1, 2017

Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode. Featured Interview: Shep begins his interview by asking Jeff Nicholson about Pega’s recent global consumer study, “What Consumers Really Think About AI.”

Education 186

Education Self service CRM Best practices 186

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. What are customer relationship surveys?

Surveys 59

Surveys Customer Experience Feedback Metrics 59

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. The Case against Service Level as “North Star”.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

Hodusoft

SEPTEMBER 14, 2023

As per a recent study, 86 percent of users feel bothered when they are told to fill up lengthy and complex sign-up forms. As per a study by Thomson Reuters, 89 percent of clients go through frustrating onboarding processes. If they aren’t timely resolved, then it can create friction and result in dissatisfaction and potential churn.

Best practices 98

Best practices Feedback Education Self service 98

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. DMG Surveys. I would like to participate in future DMG Surveys.

Benchmark 48

Benchmark Consulting Consulting Surveys 48

ShepHyken

MAY 30, 2016

The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? More and more customers are accepting and actually hoping for self-service solutions and other types of automation. by Adrian Swinscoe .

Customer Service 180

Customer Service Brand ambassadors Self service Surveys 180

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

bold360 Blog

AUGUST 18, 2020

For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX. Self-service tools help drive digital-first CE.

Self service 52

Self service Chatbots Entertainment Surveys 52

TechSee

FEBRUARY 21, 2022

80% of US survey respondents indicated that they accelerated their AI adoption over the past two years. Other surveys show that 50% of companies plan to spend more on AI, with 20% saying they would be “significantly” increasing their budgets. There is a good reason for their optimism. What is Artificial Intelligence?

Automotive 109

Automotive Transportation Telecommunications Self service 109

TechSee

MARCH 10, 2021

It’s a journey that enables organizations to add vision to more digital touchpoints and allows for more advanced use cases such as visual self-service , while automating repetitive tasks over time. In 2021, remote support has become a standard in customer service and is here to stay. But the organization benefits as well.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service. This figure rose to 76% among 18-24-year-olds.

Customer Service 59

Customer Service Technical Support B2B Wait times 59

HGS

APRIL 24, 2018

According to a NICE inContact study, customers rated customer service 17% lower on average than businesses rated their own success meeting customer needs. In fact, less than half of consumers are satisfied with their experience, whereas more than half of businesses say they are doing well, the study found. Customer Service.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Global Response

FEBRUARY 26, 2024

Automated systems like chatbots and self-service portals allow businesses to provide 24/7 customer support. For technical products or services, offer remote support tools such as video calls, screen sharing, and remote desktop access. Use this feedback to regularly improve your service and product offerings.

Call Center 62

Call Center Customer Service outsourcing CRM 62