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. 43% don’t ever review assisted service processes.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Eptica

JUNE 3, 2016

Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 26

2014 2015 Retail Sales 26

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

2014 20

2014 2015 Advertising Retail 20

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Comm100 is a customer engagement solution with live chat as its hub — or core function. In 2014 Cision charged $5,700 per year for a single license to access its media database.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42