Eptica

AUGUST 5, 2016

Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Published on: August 19, 2016.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

Kayako

SEPTEMBER 20, 2018

Increasingly, customers are demanding some form of real-time communication to be available to them, allowing for instant responses to questions, queries and complaints. Indeed, according to research from Salesforce , 64 percent of consumers expect this kind of offering to be in place. Do Not Neglect Mobile Customer Service .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

2014 40

2014 2015 Customer Experience Retail 40

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. Contact centers are working to address this growing and changing channel use.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Calabrio

JANUARY 19, 2017

Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

ProProfs Chat

MAY 6, 2020

This way, your reputation helps you build experience for your customers. Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Such bad customer experience statistics indicate how customers end up sharing their bad experiences with more people.

2020 66

2020 Customer Experience E Commerce E-support 66

Natalie Petouhof

FEBRUARY 22, 2016

The rise of “digital-first” approaches to customer engagement has opened the door for consumer engagement at any point in the customer journey. Thanks to the widespread adoption of smartphones, mobile self-service is on the rise and growing in popularity. This will advancing mobile self-service and engagement.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. But perhaps most impressive, Instacart was able to scale their business at a time when consumers were in dire need of the company’s services.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. But perhaps most impressive, Instacart was able to scale their business at a time when consumers were in dire need of the company’s services.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

SmartKarrot

FEBRUARY 16, 2022

General customer experience statistics. Consumers who are satisfied spread the word and bring in new unsatisfied customers can cause damage to the brand’s image. With CX in mind, here are some general customer experience statistics – 89% of businesses compete primarily on the basis of customer experience (CX).

2022 10

2022 Customer Experience E Commerce Social Media 10

GetFeedback

MAY 9, 2018

Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. A consumer survey by Imprint Plus found that 32.5% 6 Ways to Provide Outstanding Mobile Customer Service.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

MARCH 26, 2014

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. That’s how Forrester analyst Roxana Strohmenger puts it, and I agree.

Consumers 20

Consumers Connections Feedback Customers 20

Brad Cleveland Blog

MARCH 26, 2014

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. That’s how Forrester analyst Roxana Strohmenger puts it, and I agree.

Consumers 20

Consumers Connections Feedback Customers 20

ShepHyken

DECEMBER 19, 2016

5 Technologies for Delighting Connected Customers by Vala Afshar. Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. consumers send a text message at least once a day.”

2016 90

2016 Article Social Media Customer Service 90

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Comm100’s live chat tool is designed to help businesses of all sizes and industries improve customer satisfaction rates, and engage with their customers in real time.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42