Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Customer preferences are changing.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Worldwide, 67% of people believe that customer service as a whole is improving.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. For instance, an employee can be a stockholder; a supplier can be an employee or customer; and government officials can also be consumers.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52