eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

TechSee

APRIL 28, 2020

For the ultimate CX, enterprises are actively seeking to implement technologies that create truly seamless and unified digital experiences for their customers. Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

Solvvy

DECEMBER 17, 2019

Last week, Solvvy hosted a live webinar where Sophie Conti, CEO and Founder at Customer Service Lab and Jesse Holcomb, Senior Specialist of Scalability Solutions at SeatGeek, discussed innovative ways in which they have been able to implement a successful artificial intelligence strategy to improve customer experience. Watch Replay.

2020 62

2020 Webinar Banking Effort Score 62

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

NICE inContact

NOVEMBER 30, 2020

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.

2020 62

2020 Contact Center 2021 Customer Engagement 62

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020.

2020 52

2020 Customer Experience Workshop Events 52

Comm100

DECEMBER 2, 2021

Omnichannel expectation. For the past few years, the need for digital communication has grown across industries as companies understand the need to meet customers on their terms. However, despite the importance of omnichannel marketing, 94% of banking firms aren’t delivering personalized experiences. billion globally in banking.

Financial 90

Financial 2022 Customer Experience Omnichannel 90

Bold360

JULY 27, 2020

At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services. Use data to personalize customer interactions [and deploy the right content], which increases emotional resonance for CX.”.

Customer Engagement 52

Customer Engagement Engagement Touchpoint Customer Journey 52

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

2021 52

2021 Omnichannel 2020 Download 52

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. Collect customer data and analyze it to gain insight into customer behavior. Brands must stay on top of CX trends.

2021 140

2021 Customer Experience E-support Omnichannel 140

GetFeedback

APRIL 3, 2019

As YETI’s popularity grew, their customer base increased along with it. Striving to deliver the best products, services, and experiences, they adopted GetFeedback to create an omnichannel feedba ck program that would scale alongside them. . This information helps us to continue to improve the customer experience.

Feedback 220

Feedback Omnichannel 2006 Interaction 220

Kustomer

DECEMBER 20, 2019

Here is how customer service has changed as a result. Omnichannel Not Multichannel. Just as companies finally began to feel comfortable achieving multichannel support, customers began to demand more: they now expect TRUE omnichannel support. Achieving true omnichannel support was a focus of many organizations in 2019.

2019 93

2019 E-support Omnichannel Events 93

Avaya

MARCH 5, 2018

This requires a cloud-based omnichannel solution that brings the right resources, content, and context together to deliver a 360-degree digital care communications experience. An omnichannel solution built on open data management allows providers to gather, collect and use data where and when that data is needed.

Healthcare 64

Healthcare Omnichannel Contact Center Document 64

Comm100

SEPTEMBER 13, 2021

For businesses, the benefits of digital transformation in customer service are many, including: Increased opportunities for engagement with potential customers. Improved customer experience, leading to increased customer retention. Consolidation of channels and data through connected omnichannel software.

Customer Service 86

Customer Service Omnichannel Social Media 2020 86

Comm100

FEBRUARY 18, 2021

If brands can achieve this they will better understand and appreciate their customer’s issue, and so be better positioned and willing to resolve their problems. Every company has to face problems that will affect their customers, whatever their size. The first place to start is admitting your mistakes.

Customer Engagement 52

Customer Engagement Engagement 2013 2020 52

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Provide proactive customer engagements. New Drivers of CX Success.

2021 78

2021 Contact Center Omnichannel Download 78

Team Support

JANUARY 20, 2021

The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. Most customer support interactions today are reactive, but proactive support is on the rise. One example comes from the customer support manager at TeamSupport customer, OmniFund.

B2B 81

B2B 2004 Exceptional Customer Service 2020 81

Upstream Works

MAY 27, 2021

Learn more about Upstream Works omnichannel cloud contact center solutions and how they can help transform your Amazon Connect contact center here. A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Another lesson learned from 2020 was how well agents could perform in this environment.

Contact Center 78

Contact Center Connections 2020 Fashion 78

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. That said, customers are becoming more sensitive to when brands fail to do this.

2020 40

2020 Brands Customer Experience Feedback 40

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease.

2020 52

2020 2021 Omnichannel 2019 52

Talkdesk

MARCH 12, 2021

Omnichannel. A digital customer engagement solution that helps you quickly respond to customers in a contextualized way using their preferred communication channel (voice, chat, SMS, email or social media). Studio makes it easy to design, build, and deploy compelling customer journeys with clicks, not code.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omnichannel 105

Omnichannel 2021 Customer Engagement Engagement 105

Kustomer

FEBRUARY 4, 2020

It’s not easy, so we decided to help you out and identify the 23 trends every customer service leader should be aware of to effectively run their business in 2020. One popular method in 2020 will be using the power of prioritization to route certain customers to specific reps, ensuring a seamless and special experience.

Customer Service 59

Customer Service 2020 Omnichannel E-support 59

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. 70 per interaction.

2022 82

2022 Customer Service Omnichannel 2021 82

eGain Blogs

MARCH 15, 2020

A leading tax prep organization, one of our key clients, has been doing it already— helping taxpayers at scale with a chatbot-fronted, omnichannel digital service and sales process, that includes human-assisted chat (text and video) and cobrowse. Make sure you don’t create yet another customer engagement silo with your chatbot.

Omnichannel 52

Omnichannel Customer Experience Hospitality Financial 52

Calabrio

OCTOBER 5, 2016

The easier you are to do business with and the more satisfied your customers are, the more business your customers will want to do with you. But the overall business and your individual contact center agents also play key roles in driving high customer engagement. That’s customer engagement at its finest.

Customer Engagement 40

Customer Engagement Engagement Contact Center Omnichannel 40

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Innovation 78

Innovation Contact Center Customer Journey Mapping 2020 78

Kitewheel

JUNE 8, 2021

Check out the full report for even more trends and customer journey data. Customer Engagement And Retention Grows Rapidly. Why invest in customer journey orchestration? In fact, 97% of the total growth in journey interactions took place within engagement and retention journeys. So is this a job only for CX teams?

2021 83

2021 Customer Journey Multi-Channel 2020 83

Oracle

MARCH 6, 2020

According to Gartner , the average person will have more conversations with bots than their spouse by 2020. As bots step in to serve customers on their channels of choice at any hour of the day or night, some customer experience professionals may worry about a dystopian robots vs humans scenario in which AI makes off with their livelihoods.

Customer Experience 92

Customer Experience 2017 Omnichannel Customer Experience Professionals 92

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. 70 per interaction.

2022 61

2022 Customer Service Omnichannel 2021 61

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Step 3: Connect all your digital channels within an omnichannel platform.

Omnichannel 75

Omnichannel E-support Financial Banking 75

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. Collect customer data and analyze it to gain insight into customer behavior. Brands must stay on top of CX trends.

2021 52

2021 Customer Experience E-support Omnichannel 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. If you can automate outbound messages, why not convert and engage more? Ask us about our free shipping codes!”).

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Inbenta

APRIL 8, 2021

While there is sometimes a misconception that intelligent automation will replace human agents, the main benefit of these solutions is that they help human agents focus on more complex issues while boosting customer engagement and carrying out end-to-end transactions. Customer purchase behaviors were altered as well.

E Commerce 69

E Commerce Retail Omnichannel Customer Satisfaction 69

Answer Dash

SEPTEMBER 19, 2018

Zendesk just announced their new omnichannel platform. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. This is a customer engagement platform that gives us a fresh look at omnichannel customer service.

Contact Center 61

Contact Center Omnichannel Technology 2020 61

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52