TechSee

FEBRUARY 20, 2018

Rising customer expectations: With service becoming a primary battleground for winning customers, consumers have come to expect fast service 24/7/365. In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Is it cost reduction?

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

UJET

JUNE 25, 2021

And, while this unprecedented shift to digital has been embraced in the world of customer service, confidence in the quality of digital-first customer service is lagging behind. In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Interactions

DECEMBER 18, 2019

Voice search is up–50% of all searches will be voice searches by 2020, per comScore. These enterprises see value in offering voice services for general customer service inquiries and to guide customers to relevant products and offers, per the Oracle Impact of Emerging Technology on CX Excellence report.

2019 62

2019 Customer Experience 2010 Contact Center 62

Oracle

OCTOBER 1, 2019

A chatbot can fill that void, helping a retailer reach customers 24/7 and enhancing customer experience by answering commonly asked questions quickly and accurately. In addition, chatbots offer companies new ways to improve the customer engagement process while aiming to drive down the typical cost of customer service.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

TechSee

OCTOBER 23, 2018

Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

ProProfs Chat

JUNE 14, 2019

Latest Customer Experience Trends. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. Forrester. Microsoft.

2019 90

2019 Customer Service Social Media Poor Customer Service 90