TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

TechSee

OCTOBER 23, 2018

AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. By the year 2020, your washing machine breaks down. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

ProProfs Chat

JUNE 14, 2019

Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success. Poor Customer Service Experiences. Great Customer Service Statistics. Building Brand Loyalty.

2019 90

2019 Customer Service Social Media Poor Customer Service 90