CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service 2022 52

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results.

Omnichannel 58

Omnichannel Customer Expectations Contact Center Social Media 58

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Kustomer

NOVEMBER 2, 2022

However, with 79% of consumers saying customer service is extremely important when deciding. In this blog, we’ll explore types of service expectations, from general expectations that remain the same, to important changes in what the modern customer expects, and the importance of a cohesive omnichannel strategy.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

CSM Magazine

OCTOBER 12, 2023

Download CX Realities 2023 here. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

2023 52

2023 White Paper Omnichannel Download 52

Quadient

JULY 26, 2022

Research shows that businesses that interact with their customers via multiple touchpoints and in accordance with their communication preferences achieve better business results. Live chat lets you interact with customers directly through your website. Use an omnichannel communication strategy to maximize results.

Communication 52

Communication 2022 Social Media Omnichannel 52

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

2021 52

2021 Omnichannel 2020 Download 52

Kustomer

DECEMBER 17, 2019

Consumer expectations are growing. In fact, 66% of consumers aged 25 to 44 believe that the customer is always right , almost 35% higher than those over 65. But just as consumer expectations have shifted rapidly, so has the way we do business. Download Buyer’s Guide. But how do you accomplish that?

Customer Service 52

Customer Service Omnichannel Customer Centricity Download 52

Optimove

SEPTEMBER 25, 2023

In an era marked by constant connectivity and digital engagement, the average person interacts with their smartphone a staggering 2,617 times every day, according to research by Dscout. This statistic underscores a profound reality – consumers’ reliance on their mobile devices has evolved from convenience to a deep emotional attachment.

Marketing 52

Marketing Touchpoint Loyalty Social Media 52

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. They introduce new channels and vehicles to interact with customers. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Consumers across all regions use agent-assisted channels twice as often as self-service.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. Interactive Voice Response (IVR) is often used to mitigate long wait times by routing callers to the appropriate agent or department, but this too can backfire. The efficiencies of a connected omnichannel platform . Get Omnichannel Free.

Customer Service 52

Customer Service Omnichannel Social Media Download 52

Kustomer

FEBRUARY 5, 2020

Embrace Omnichannel and Break Down Silos. In the same way, your teams need to provide omnichannel support for this type of asynchronous interaction. In fact, according to a Kustomer study , 88% of consumers get frustrated when they can’t contact a company on the channel they prefer. Download Guide.

Omnichannel 52

Omnichannel Fashion Download Social Media 52

Upstream Works

NOVEMBER 19, 2020

Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. Markets will continue remaining competitive but, in a weak economy, spending will be curtailed, and consumers will buy based on their needs instead of their wants.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Comm100

MARCH 21, 2022

75% of consumers prefer live chat over any other communication channel, while live chat costs 1/3 the cost of traditional phone support. Co-browsing: The co-browsing feature allows agents to instantly view and interact with a citizens’ web browser. Keep chipping away at siloes . Set clear customer service expectations .

Government 67

Government Omnichannel Technology Communication 67

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

Kustomer

JULY 28, 2022

The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

SurveyGizmo

OCTOBER 26, 2021

But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer. To download the full chart, click here. How Enterprise Survey Solutions Stack Up. An examination of each company reveals additional details: Qualtrics.

Omnichannel 98

Omnichannel Feedback Employee Experience Download 98

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Alchemer predicts that this next year will see CX departments evolve from data consumers to data contributors, sharing critical customer interactions throughout their journey. This is part 3 in a 5-part series. CX Lags Behind.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Optimove

JUNE 22, 2020

The problem is, most customer data platforms (CDPs) only provide basic testing and optimization tools that do not scale or ensure personalized and consistent omnichannel customer experience (CX). To learn more, download the full use case here. How’d they do it, you ask? Using loyalty data to power customer retention and reactivation.

Customer Retention 52

Customer Retention Loyalty Loyalty Programs Retail 52

Strativity

MAY 25, 2023

With rising interest rates, inflation, and softening consumer spending, restaurateurs are facing challenges like those experienced during peak pandemic levels, but food delivery apps are no longer the boon they once were. Achieving success with your digital transformation requires staying in touch with your consumer.

Brands 52

Brands Loyalty Programs E-support 2022 52

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Download your free copy today. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more?

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. And do companies understand consumer perceptions about their actual experiences? And it’s available to you now as a free download.

Contact Center 55

Contact Center Omnichannel 2019 Customer Centricity 55

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Kustomer

JUNE 3, 2020

Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Optimize Human to AI Interactions.

Contact Center 52

Contact Center 2025 Omnichannel Touchpoint 52

Kustomer

NOVEMBER 16, 2021

This technology creates an immersive experience enabling a brand, customer service agent, and consumer to feel empowered through personalized connection. So while the standard CRM powers a more unified, much-improved experience for both consumer and agent, it’s the AI that elevates that experience to the next level.

Customer Service 59

Customer Service E Commerce E-support Touchpoint 59

ProProfs Chat

NOVEMBER 17, 2017

This will speed up initial interaction and response time and enable triage to humans when required. Customers do not rate customer support based solely on interactions with that company. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Justin Flitter.

2018 111

2018 Omnichannel 2017 Technology 111

Interactions

SEPTEMBER 18, 2020

The implementation of a Conversational AI application, like an Intelligent Virtual Assistant (IVA), can enable automated self-service such as real-time tracking, outbound notifications, and offer a personalized omnichannel experience to every customer. Improve Customer Experience. Now customers expect all providers to meet this timeframe.

Competitive Advantage 71

Competitive Advantage Omnichannel Download Financial 71

Kustomer

DECEMBER 26, 2019

Did you know only 11% of consumers believe that organizations take their feedback seriously? These objectives highlight the importance of a true omnichannel experience , as opposed to a disjointed multichannel experience, and proactive support. To read the full report, which includes a plethora of additional data, download here.

Contact Center 52

Contact Center 2025 Omnichannel Download 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. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Customers That Stick

AUGUST 11, 2015

In its post, Twitter cites a statistic from Social Bakers which says that 80% of all social customer service interactions occur via the platform. And while that statistic measures the quantity of interactions not the quality, Twitter obviously holds an important place in the social customer service universe.

Customer Service 138

Customer Service Multi-Channel Omnichannel Customer Service Strategies 138

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. And In a post-pandemic world, plagued by inflation and delays, reactive support is no longer the only form of support that consumers expect.

Events 98

Events Consumers Social Media Loyalty 98

Tricia Morris

OCTOBER 1, 2015

No matter the customer’s location, the survey showed that the most satisfying service experiences are about a key customer engagement currency – value for time: The above response also related directly to consumers’ expectations for increased self-service options. Download the Full Report.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Avaya

JANUARY 14, 2019

External customers (consumers of products, patients, students, investors, etc.) When companies design projects around innovative technologies—ranging from analytics, Artificial Intelligence (AI), Internet of Things (IoT), mobility, cloud services, and omnichannel—they can demonstrate measurable success. 37% increase in digital sales.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

Kayako

DECEMBER 20, 2018

Whether you’re selling products, services, digital downloads, or something else entirely, your customer experience can bring your business more sales and even more customers (along with many other benefits). According to HubSpot , 80% of consumers would stop doing business with a company because of poor customer experience.

Customer Experience 51

Customer Experience Omnichannel Measurement Interaction 51

Quadient

DECEMBER 14, 2021

Changes to consumer behavior because of COVID have accelerated the propensity for consumers to switch to digital communication channels. Consumers want the option of print or digital. of consumers who still receive paper communications plan to move to digital communications in the next 12 months. Andrea Haughton.

Customer Experience 52

Customer Experience Consumers Communication Omnichannel 52

Kitewheel

JUNE 8, 2021

In fact, 97% of the total growth in journey interactions took place within engagement and retention journeys. For consumers, that’s good news. One of the trends in customer journey management, CX, and martech has been the adoption of omnichannel, multi-channel, or cross-channel approaches.

2021 83

2021 Customer Journey Multi-Channel 2020 83

Kustomer

FEBRUARY 4, 2020

According to a study by PWC , 65% of consumers aged 25-49 talk to their voice-enabled devices daily. Omnichannel Becomes Obvious. Omnichannel Becomes Obvious. Consumers care less and less about the idea of omnichannel. Download Buyers Guide. A Focus on a Customer-Centric Organization. per contact.

Customer Service 59

Customer Service 2020 Omnichannel E-support 59