Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

2016 83

2016 Virtual Agent ROI 2015 83

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

2015 57

2015 Retail Customer Service Customers 57

West Monroe

JANUARY 18, 2018

You need to provide reliable, round-the-clock customer service. The customer service flows are generally repeatable, the requests are predictable, and the answers are usually straightforward. There is a need for automated, scalable customer outreach around energy and cost savings programs. Customer Self-Service.

E-support 40

E-support ROI Technology Information 40

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. Scale customer service and support while keeping headcount to a minimum, thereby reducing costs. Buy: Generate quotes, sell services and products. Policyholders are in control.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves. And that’s terrific, except that 35.5%

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

West Monroe

MAY 31, 2019

While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service. Customer Self-Service. Customer intake and on-boarding. Customer outreach and preventive interactions.

Banking 40

Banking Financial Contact Center ROI 40