BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Another judge wrote, “Wow!

Contact Center 156

Contact Center 2024 Sports Customer Care 156

Ecrion

OCTOBER 1, 2020

In the United States alone, the insurance industry writes more than $1 trillion in a single calendar year. If you provide insurance to customers, you need to stay ahead of the curve with the way that technology is evolving. Several professionals in the insurance business make mistakes when trying to go digital.

Insurance 98

Insurance Document Technology 2020 98

CSM Magazine

JANUARY 16, 2020

The UK’s leading independent insurance broker surveyed hundreds of business professionals to gather a comprehensive overview of customer experience expectations across all sectors. Headline stats include: • High customer service levels are important to 96% of purchasers.

Insurance 52

Insurance Customer Experience 2020 B2C 52

Magellan Solutions

FEBRUARY 20, 2021

Who Needs Insurance Outsourcing? As a matter of fact, insurance BPO projection within the period of 2020-2027 is at $8.3 As a matter of fact, insurance BPO projection within the period of 2020-2027 is at $8.3 Insurance Outsourcing Service Providers Offer. Insurance Specialists.

Insurance 52

Insurance 2027 Financial 2013 52

ProProfs Chat

NOVEMBER 29, 2019

Improved Sales. Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Statistics 2020: 40+ Live Chat Facts. Live Chat Messaging Customer Satisfaction Statistics. Improved Lead Generation.

2020 90

2020 E-support 2018 Hospitality 90

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 90

Omnichannel Customer Service Social Media Healthcare 90

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. According to Forrester , more than 41% of customers expect live chat on websites. Key Live Chat Statistics 2020 .

2020 52

2020 Insights B2C E-support 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Call Center 122

TechSee

FEBRUARY 21, 2022

In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. Boost Staffing.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. Focusing on the customer is especially important during a marketing campaign.

Insurance 109

Insurance Social Media Multi-Channel Advertising 109

ViiBE Blog

JANUARY 19, 2022

Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly. Remote work and customer service Remote work was not a common sight in customer service. 5 Remote work challenges 2.1.

Customer Service 52

Customer Service Net Promoter Score E-support Touchpoint 52

TechSee

JANUARY 4, 2022

Simplifies warranty registration and quickly captures customer information for upselling opportunities and long-tail sales. Insurance claims and underwriting assistance. Captures images of damage to insured property and can identify items customers want to insure for virtual underwriting. Job verification.

2021 109

2021 Insurance Innovation 2022 109

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

C Space

APRIL 8, 2020

The Brand Move Roundup – April 8, 2020. In Ireland, automaker Renault and insurance company AXA are providing front line healthcare workers who have returned from overseas to fight the pandemic free cars and insurance for two months. Brand Move Roundup – April 8, 2020. Brand Move Roundup – April 7, 2020.

2020 52

2020 Brands Healthcare Apparel 52

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. American Express ). Forrester ). 69% of U.S. Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

TechSee

AUGUST 12, 2020

This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Retailers using remote Visual Assistance can help potential customers by viewing their physical environment so they can recommend the right product. Customer service.

Insurance 109

Insurance Document Entertainment Customer Journey 109

Retently

MARCH 23, 2023

However, it’s clear that the businesses scoring lowest in the NPS survey also tend to use the most aggressive sales and billing techniques. The lowest-ranked companies tend to use negative-option billing – a controversial practice that involves automatically providing goods and billing customers.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

BlueOcean

SEPTEMBER 23, 2021

Let’s look at a couple of examples from our outsourced customer care programs. In March 2020, one of our long-term clients, an eComm grocery retailer doing more than 15,000 same-day grocery deliveries, basically became an essential service. Conversely, another client is a global leader in travel insurance.

Travel 156

Travel 2021 Customer Care 2019 156

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Let’s explore the top 6 chatbot examples of 2020. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them.

Customer Service 59

Customer Service Banking Healthcare B2C 59

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. It’s not just about interaction with sales or customer service. In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate.

Customer Experience 129

Customer Experience Social Media Insurance Entertainment 129

Inbenta

JUNE 30, 2021

Chatbots are one of the hottest current trends in customer service. With their virtual assistant, Gal, they cover customer support 24/7. In 2020, the chatbot received almost 900,000 inquiries and handled 90% of them on its own. . 2020 was definitely the year for eCommerce. Conclusion. Introduction.

Insurance 105

Insurance Airlines Travel Healthcare 105

Comm100

FEBRUARY 25, 2021

Many providers still have not digitized their healthcare customer service offerings, and still rely heavily on easily overwhelmed phone support channels. Others lack any remote options for care, which is critical for at-risk customers and patients who need access to a pharmacist or medical provider from home.

Healthcare 52

Healthcare Customer Service Omnichannel Multi-Channel 52

CSM Magazine

SEPTEMBER 21, 2023

By replacing paper worksheets and job cards with end-to-end digital workflows, Angloco has greatly reduced the time and resource taken to manage its rapidly expanding service team. Engineers are guided through daily vehicle checks, ensuring early warning of potential defects or forthcoming deadlines such as insurance or MOT.

Management 59

Management 2018 2013 Customer Relationship Management 59

Uniphore

NOVEMBER 17, 2021

Uniphore grew 526% during the evaluated period of 2017 to 2020 based on fiscal year revenue growth. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month. This latest recognition comes on the heels of a record-breaking year for Uniphore.

2021 98

2021 Technology Telecommunications 2017 98

TechSee

JANUARY 18, 2021

TechSee has already established a global presence, trusted by companies in the telecom, consumer electronics, manufacturing, and insurance industries – Vodafone , Orange , Achmea , CSG , Lavazza , and Hitachi , to name a few. The delivery team works with the account managers and sales team. 2020 highlights.

Contact Center 109

Contact Center 2020 2015 Insurance 109

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. With accuracy levels improving daily, truly autonomous self service is now becoming a reality. The rise of smart virtual assistants.

2025 116

2025 Insurance Consumers 2021 116

COPC

APRIL 20, 2020

In late March 2020, Shandong Sunshine Financial Service Information Technology Co., launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1,

Financial 53

Financial Insurance Telecommunications Consulting 53

Magellan Solutions

MARCH 8, 2021

Insurance Claims Processing. Insurance claims processing service means checking insurance claims of patients. The goal of this effort is to make sure the insurance company will pay back your money. That includes validating, forwarding, and checking insurance requests. Insurance Claims. Sales analytic.

Healthcare 52

Healthcare Call Center Consulting Insurance 52

CSM Magazine

MARCH 23, 2021

Thoma Bravo, a leading private equity investment firm focused on the software and technology-enabled services sectors, and Calabrio , the customer experience intelligence company, today announced a definitive purchase agreement whereby Thoma Bravo will acquire Calabrio from KKR, a leading global investment firm. Forward to the Future.

Customer Experience 52

Customer Experience Insurance 2007 Financial 52

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Inbenta

SEPTEMBER 1, 2021

Despite all that, most businesses already understand the value of conversational support and are starting to implement conversational strategies to grow and foster loyalty among their customer base. Most managers say the quality of customer service is top-of-mind for their companies. . Customer Service Statistics.

Insurance 52

Insurance Omnichannel Customers Loyalty 52

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. More with proactive digital service, which preempts the very origination of customer service requests.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

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. More with proactive digital service, which preempts the very origination of customer service requests.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

Talkdesk

FEBRUARY 5, 2021

One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. There was not a single session we attended at NRF 2021 that did not stress the years of digitization that were packed into a few days, weeks and months in 2020.

2021 87

2021 E Commerce E-support Retail 87