TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

2024 52

2024 Download Contact Center Demo 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. The challenge for brands is to get their customers to take that first step: register their products. Product registration process trends.

Consumers 207

Consumers Brands Engagement Loyalty 207

West Monroe

APRIL 9, 2024

With higher interest rates continuing to add value—partially thanks to the tax-exempt status of credit unions—some reckoning is needed as credit union members begin to begrudge the lackluster digital experience available with traditional banks. Credit unions are uniquely positioned in today’s marketplace.

2024 52

2024 Banking Financial Consumers 52

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

B2B 207

B2B Contact Center Technology Consumers 207

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Over the past two decades, numerous strategies and tools have developed.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. Prioritizing funding for products facilitates seamless workflows, enhancing experiences and data accessibility across the organization. Download the full findings now.

Healthcare 52

Healthcare Download ROI Technology 52

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Innovation 207

Innovation 2025 Transportation Consumers 207

Team Support

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). AI in Multiexperience. Voice recognition.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Interaction 207

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving.

Customer Success 52

Customer Success Engagement Customers Insights 52

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

BirdEye

OCTOBER 11, 2023

Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

2021 159

2021 Technology Customer Service Competitive Advantage 159

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Customers Definition Communication 98

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Next, create a service blueprint of your most important service journeys.

E-support 85

E-support Competitive Advantage Webinar Loyalty 85

Gainsight

JUNE 14, 2023

Unless you’ve been living underground clinging to a low-fi lifestyle, then you’ve likely heard of the AI-powered revolution taking the world of Customer Success and Community by storm: Digital Customer Success , or DCS for short. That’s why we’ve introduced our third product line, Digital Hub.

Competitive Advantage 52

Competitive Advantage Metrics 2023 User Experience 52

Lumoa

SEPTEMBER 30, 2022

Plus, their customers are also two times more likely to try new products or services. . This, in turn, allows you to build better products and features designed to meet your customers’ biggest needs, all while making timely adjustments that produce better results. . Balancing Digitalization for Better Financial Relationships.

Banking 94

Banking 2023 Customer Experience Financial 94

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. The significance of efficient customer service strategies cannot be overstated. Self-Service Options Customers today prefer quick solutions to their issues.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

BirdEye

OCTOBER 18, 2023

In a rapidly evolving digital landscape, local businesses face a pressing question: How can they stay relevant and meet escalating customer expectations? The answer, as revealed at the recent Birdeye View digital conference, lies in the revolutionary potential of Artificial Intelligence (AI). Get started for free WATCH DEMO 1.

Insights 111

Insights Customer Expectations Consumers Feedback 111

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

APRIL 13, 2021

Is customer service a cost center or a profit center? The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue. Customer service can be compared to the pit crew for NASCAR.

Customer Service 124

Customer Service Sales Customer Relationships Loyalty 124

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A majority (52%) of these consumers prefer to get remote support from customer service agents. The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads.

Contact Center 109

Contact Center Call Center Multi-Channel Touchpoint 109

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. In today’s digital age, companies can get a 360? And as with most things, all roads lead to technology. . Data Analytics.

Call Center 124

Call Center 2022 Technology Social Media 124

Gainsight

NOVEMBER 15, 2023

Pulse Europe 2023 opened today at Passenger Terminal Amsterdam, on a tone of embracing each other as humans first, while taking our work to the next level through digital scale tactics powered by generative AI, customer education, self-service, and community. And that’s why a Human-First approach to digital is so important.

2023 52

2023 Customer Success Roadmap B2C 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. In this digital age, it’s important to distinguish the specifics of such tools. What is Customer Self-Service? Putting Self-Service Tools to Work. Website Downloads.

E-support 97

E-support Download Consumers Retail 97

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

CSM Magazine

MARCH 24, 2022

Lasting brand loyalty is cultivated from continuous service throughout the lifecycle of any particular product and managing these engagements for quality can be difficult when multiple players are involved. According to Gartner, by the end of this year 85% of customer service interactions will start with self-service.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

Gainsight

JULY 31, 2023

In the digital age, customer experience is the bedrock of a successful business, and companies are continuously seeking innovative ways to engage and support their customers. Sonos’ community is a vibrant ecosystem where customers come together to share their passion for audio and their experiences with Sonos products.

Customer Centricity 52

Customer Centricity Webinar Innovation Engagement 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 75

Government Communication Social Media 2022 75

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Digital Banking Moves Forward. AI and Automation Are Powering Digital Banking. AI and Automation Are Powering Digital Banking.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Gainsight

SEPTEMBER 26, 2023

Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers. Integrated digital engagement is also becoming an instrumental component of higher-touch models.” Let’s dive in.

Customer Success 52

Customer Success 2023 Customers Consulting 52