Eptica

JUNE 1, 2016

Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

LiveChat

JUNE 1, 2016

Live chat on your website allows you to have real-time conversations with your customers. People coming to your website can click on your live chat widget to start a conversation with you or one of your customer service agents. You always know how many people are on your website and how many conversations you could be having.

Sales 46

Sales Definition Customer Service Engagement 46

ClearAction

MAY 29, 2016

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Customer Experience Social Media Conversations. typically focus on keeping a pulse on retention likelihood, escalating attention to individual customers’ issues, and mobilizing happy customers as brand evangelists.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

Kayako

JUNE 2, 2016

In the Customer Support State of the Profession Report 2016 , we surveyed 116 individuals, with respondents ranging from support agents to VPs of Customer Support and CEOs. The survey revealed that the average support professional looks like this: While this profile may be an average support professional, it’s certainly not typical.

Management 50

Management 2016 Customers Definition 50

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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

Customer Engagement

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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

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