TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. The rise of Artificial Intelligence in customer self-service. Is it cost reduction? Summary.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

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. CX is King .

2019 62

2019 Customer Experience 2010 Contact Center 62

ProProfs Chat

JUNE 14, 2019

Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. 34% of companies are implementing “customer journey mapping” into their customer service. Customer Service Stats for Social Media. American Express.

2019 90

2019 Customer Service Social Media Poor Customer Service 90