Tricia Morris
MAY 18, 2015
According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement.
CSM Magazine
JUNE 12, 2020
While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. Four Trends in Gartner Hype Cycle for Customer Service and Customer Engagement. Impact of Globalization.
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Playvox
JANUARY 13, 2022
Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived. For many Gen Z employees, diversity and inclusion in the workplace is a must.
ProProfs Chat
JUNE 14, 2019
75% of brands report that they are measuring customer engagement, but cannot define what it is. Out of all customer service engagements around the world in 2017, 52% began online. Takeaway: Customers instant engagement with a brand and expect the organization to provide online support to help them find answers fast.
Bold360
NOVEMBER 30, 2016
They’re the latest and greatest thing in the world of marketing and customer support automation, and they’re providing a tremendous opportunity for companies to better engage and support both prospects and customers throughout the buying journey and post-purchase. Image via Facebook (Mark Zuckerberg).
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