Magellan Solutions

JULY 29, 2021

First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. No longer would they tolerate endless hold times, obtuse service agents, or handoffs. Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

ProProfs Chat

JUNE 14, 2019

Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. 90% of consumers expect an online portal for customer service.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Interactions

DECEMBER 18, 2019

Which takes us to 2019, which was a big step forward from what we saw in 2010. To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . AI and Agents: Better Together.

2019 62

2019 Customer Experience 2010 Contact Center 62

CSM Magazine

JUNE 12, 2020

Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. 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

NICE inContact

MAY 21, 2019

Research indicates that consumers are showing increased interest in leveraging tools that enable them to help themselves. According to research by Microsoft, 90% of consumers now expect a brand or organisation to offer a self-service portal for customer support. What Does It Take to Compete for Today’s Global Consumers?

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 As Accenture report s, 75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences. Empowered agents through AI. This equates to 67% of the population.

Social Media 40

Social Media Virtual Agent 2019 ROI 40

Comm100

FEBRUARY 16, 2018

Mark Zuckerberg, the founder of the social media giant, explains that passively consuming information on social media can have negative health consequences for users, and that Facebook will be making the switch “from focusing on helping you find relevant content to helping you have more meaningful social interactions.”

2018 40

2018 2017 Customer Service Social Media 40