ShepHyken

AUGUST 8, 2017

Featured Interview: Shep Hyken interviews Gadi Shamia, COO of Talkdesk , about how you can improve your customer service. Don’t deflect calls. If a customer is calling, take advantage of the opportunity to resolve the customer’s issue yourself. Should I have my phone system deflect calls to self-service options?

Contact Center 85

Contact Center Call Center Technology Customer Service 85

ShepHyken

AUGUST 8, 2017

Featured Interview: Shep Hyken interviews Gadi Shamia, COO of Talkdesk , about how you can improve your customer service. Don’t deflect calls. If a customer is calling, take advantage of the opportunity to resolve the customer’s issue yourself. Should I have my phone system deflect calls to self-service options?

Contact Center 85

Contact Center Call Center Technology Customer Service 85

Kustomer

NOVEMBER 7, 2023

Scroll down to see a list of the most popular alternatives to Zendesk, along with the top features, pricing, pros and cons of an ideal customer service platform. It’s really annoying to spend almost 60K a year on Zendesk, and not be able to call. So why look for an alternative to Zendesk? Why switch from Zendesk to Kustomer?

2024 52

2024 Multi-Channel E-support Social Media 52

Lithium

JUNE 2, 2021

Read on for more details about Visible and the features/functionalities they have launched with. How to calculate 'Cost Savings' within a Community Calculating just how many contacts to your Support Center have been deflected by Community is easy with a standardized formula you can apply via a basic survey and a few simple Community metrics.

2021 52

2021 Roadmap Webinar B2C 52

Talkdesk

MARCH 17, 2020

Call centers are overloaded with heavy volumes resulting in long hold times and time-to-callback. To reduce strain on your overtaxed call center and lower costs during the downturn, you should prioritize customizing your IVR for a smooth self-service experience. IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Tourism Travel Call Center 94

Calabrio

NOVEMBER 25, 2020

Technology is continuously enabling convenient consumer options, such as account balance notifications for banking and same-day delivery and price-matching features for online shopping. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

SurveySparrow

SEPTEMBER 22, 2021

Ticket Deflection Rate. Deflection rate is calculated by taking the total number of chatbot conversations divided by the number of conversations that were transferred to a customer support agent. If your deflection rate is high, you may need to better equip your chatbot to answer customer questions. . Qualitative KPIs.

Measurement 59

Measurement Metrics Reference 2024 59

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

2021 52

2021 Roadmap Webinar Leadership 52

Joe Rawlinson

APRIL 25, 2018

In the end, you can compile a list of commonly asked questions and publish a FAQ on your website as an ultimate ticket deflection solution. With a search feature, your new self-service help desk will enable your customers to look for solutions wherever they are. Self-Service Helpdesk. We live in a “Google It” era. Bottom Line….

Automatic Callback 114

Automatic Callback Customer Service Social Media Mobile Customer Service 114

Kustomer

FEBRUARY 19, 2024

Zendesk Overview Zendesk is a customer service software that offers a comprehensive set of features that helps businesses improve interactions and enhance overall customer satisfaction. It does this by providing an integrated environment where support teams can efficiently handle customer inquiries, problems, and service requests.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

CloudCherry

AUGUST 30, 2018

Using structural equation modeling, a tool called path analysis can connect the dots between experiential aspects and financial metrics. Deflect Tickets To Lower Cost of Service. Customers calling or emailing in for help is expensive. Product Managers can preview the impact of a new customization feature on churn.

NPS 150

NPS E Commerce Financial Contact Center 150

ProProfs Chat

NOVEMBER 29, 2019

That’s because other support channels like social media platforms, call support, and emails increase the waiting time with which the customers aren’t that comfortable. . That’s why studies noticed a drop in the use of call support. Live chat is the favored customer service channel for shoppers aged 18 to 49, followed by phone calls.

2020 90

2020 E-support 2018 Hospitality 90

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). Tips for cost savings, first contact resolution, and call deflection. But making things easier always begins with hard work. and how to measure ROI.

2016 83

2016 Virtual Agent ROI 2015 83

Answer Dash

NOVEMBER 8, 2018

There are several really good AI self-service support solutions available today, and they all have different strengths and primary features. The start of a support ticket - either via email, live chat, or phone call - is a shot on the goal, and obviously something you want to avoid if at all possible.

Customers 52

Customers Sales Technology Interaction 52

Team Support

JANUARY 26, 2021

Proactive support is also triggered by remote monitoring, alerting, and product “call-home” features. TeamSupport’s Knowledge Base and ticket deflection feature helps enable customers to solve their own issues and shortens time to resolution. “By

B2B 64

B2B E-support 2004 Download 64

Avaya

FEBRUARY 25, 2019

close to 70% of people who call into a contact center’s toll-free number –to solve a problem, make a purchase or voice a concern –are using a mobile device? Businesses need to equip their contact centers with the ability to deliver tailored services that tap the features and functionality of mobile devices and the networks serving them.

Contact Center 54

Contact Center Customer Experience Transportation Innovation 54

Team Support

NOVEMBER 8, 2019

Videos can be useful in creating self-service content that demonstrates features and guides them through processes. While phone calls are a direct way to provide customer support, they aren't always convenient. This method allows customers to share video content easily and enables agents to demonstrate features or steps clearly.

Customer Service Strategies 83

Customer Service Strategies Customer Service Multi-Channel Customers 83

SurveySensum

APRIL 28, 2023

Problem: They discovered that many customers struggled with a particular feature and weren’t receiving adequate support to resolve their issues. Solution: Using the feedback, the company’s customer service team worked to improve the feature’s functionality and created new training materials for support staff.

NPS 52

NPS Loyalty Measurement Customer Service 52

Calabrio

NOVEMBER 25, 2020

Technology is continuously enabling convenient consumer options, such as account balance notifications for banking and same-day delivery and price-matching features for online shopping. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

TechSee

AUGUST 19, 2019

For example, many customer-facing organizations are now aiming to drive higher levels of call deflection and therefore need AI systems geared towards intent prediction as well as self-service. Lesson learned : it’s crucial to identify and explain the goals of the project in terms of specific use cases and measurable KPIs.

Customer Service 111

Customer Service Contact Center B2C Customers 111

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. Having this channel is important as it is said that 50% of users expect to see this feature on a site.

2020 52

2020 Insights B2C E-support 52

Lithium

APRIL 6, 2021

Twitter Spaces is currently in the backend of beta, so Strategic Services dug into the feature and the buzz around it to better understand how brands can utilize Spaces. Call Deflection with Apple Business Chat. If you are a customer and unable to access anything, email us at communityhelp@khoros.com, and we’ll help.

2021 52

2021 Webinar B2C Roadmap 52

Interactions

DECEMBER 3, 2020

Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. And even among the same technology application, different deployment strategies or conversation design features can make one thrive while the other fails. .

Multi-Channel 62

Multi-Channel Contact Center Technology Interaction 62

Inbenta

DECEMBER 2, 2021

It is possible to implement simple but ultimately life-changing automation features, such as: automating the ticket assignment process, . Call Deflection with Chatbots and Callbots. Here are some features that really make a difference: Allow escalation from the chatbot to a live advisor. Ticket Triage and Prioritization.

Customer Satisfaction 52

Customer Satisfaction Management Customer Service Download 52

West Monroe

MAY 1, 2023

Featured Content Preparing Your Data to Take Full Advantage of Generative AI Read More Begin your AI/ML journey with practical guidance Though it may require sifting through a number of options and considerations, there are a few best practices and steps that organizations can take.

Roadmap 52

Roadmap Metrics Customers Technology 52

Kustomer

AUGUST 27, 2020

So jumping in on both the Shopify and Shopify Plus; and then bringing some of these feature sets that have been unique to Kustomer into that integration where you have this real full timeline view where you can do so many more interactions: refund, cancel, view shipping information by skews, see order item activity, easily refund people.

Retail 52

Retail Contact Center Consumers Brands 52

Lithium

NOVEMBER 6, 2020

Midco makes use of several Care features, including Snooze and Modern Chat, to provide an unmatched customer experience. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

OCTOBER 9, 2019

These features weren’t evaluated in the report, although they are rapidly growing in brand usage and customer popularity, as they allow brands to serve customers faster, at a lower cost than ever before. Think about the power of branded communities today, and the ability to prove ROI via organic SEO and call deflection.

2019 40

2019 Social Media B2C ROI 40

Lithium

OCTOBER 9, 2019

These features weren’t evaluated in the report, although they are rapidly growing in brand usage and customer popularity, as they allow brands to serve customers faster, at a lower cost than ever before. Think about the power of branded communities today, and the ability to prove ROI via organic SEO and call deflection.

2019 40

2019 Social Media B2C ROI 40

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. It realizes that customers have, as Miles calls it, “liquid expectations.”

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Eptica

SEPTEMBER 16, 2016

The key to reducing volumes is deflecting these successfully, using intelligent self-service technology to help consumers help themselves. Make sure your self-service system incorporates features such as customer and agent feedback to ensure the best answers are recognized and less satisfactory information is identified and improved.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Oracle

JANUARY 30, 2020

A consumer can call the service desk or the consumer desk, and they will have to address the question whether or not, “Can I help a person find a rental center?” A lot of this was done via phone calls and email, and not recorded anywhere. In the past, we never really knew who was calling us, or why they were calling us.

Contact Center 40

Contact Center Omnichannel Webinar Social Media 40

Kustomer

MAY 12, 2022

Not only should the team members address the customer’s reason for calling, but they should also show the customer that they are there to help and to listen by initiating an empathetic conversation. “A This ensures more authentic and effective customer service calls. . Sample Call Language vs Scripted Responses.

Customer Service 96

Customer Service Definition Customers Airlines 96

Kustomer

JANUARY 13, 2022

Part of being there for your customer is using their preferred communication channel , which ranges from phone calls to online messaging platforms. For example, if a customer calls the CX team and the agent asks them to send pictures on Messenger of the product problem, there should be no delay or confusion about what the customer needs.

Omnichannel 97

Omnichannel Customers Definition Social Media 97

Tricia Morris

JUNE 19, 2015

were on the company’s website when they called an agent. Organize your service content by most-viewed and recently-added, as well as add a featured content section for trending issues or popular topics. Self-Service Deflection from High-Cost Channels. • And that’s terrific, except that 35.5% Employee Engagement.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Amity

OCTOBER 5, 2016

In parallel, we weren’t really ready to build enterprise features, so the opportunity to make a big impact with sales was limited. I got those 3 themes from a book called High Output Management and I do my best to apply it. Education looks at ticket deflection, help center satisfaction and help center SEO.

Customer Success 129

Customer Success 2014 NPS Metrics 129