Comm100

SEPTEMBER 15, 2022

In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. To offer this experience to customers successfully and efficiently, organizations are adopting omnichannel customer service platforms. What is omnichannel customer service?

Omnichannel 52

Omnichannel Customer Service Social Media Government 52

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Creating a Customer Service Strategy That Drives Business Growth. Train your agents to be customer service obsessed. Social media channels. . Not sure how?

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Why is customer service so important in airlines? Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 87

Customer Service Healthcare AI Artificial Intelligence 87

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 88

Customer Service Omnichannel Social Media AI 88

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves.

Contact Center 121

Contact Center AI Technology Technology 121

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. What the Future Holds.

Artificial Intelligence 70

Artificial Intelligence AI Contact Center Machine Learning 70

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. The AI revolution is here. Free Download: Live Chat Benchmark Report 2020.

Social Media 53

Social Media Start-ups Customer Satisfaction Omnichannel 53

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Moving past the contact center technology trends 2020 , they will have to cater to this demand for omnichannel service.

Contact Center 98

Contact Center Technology Technology Social Media 98

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. Another important fact is that 69% of consumers prefer chatbots as a customer service channel. . Dreamstime.com.

Sales 98

Sales AI Healthcare Omnichannel 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. That includes our experience as customers. AI is here to stay.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 65

Customer Service Omnichannel Social Media AI 65

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Now, it’s time to drill down into the details.

Customer Experience 83

Customer Experience ML Social Media CX 83

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services. Tangerine Telecom.

Customer Service 84

Customer Service Social Media Retail Technology 84

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center unifies all communication channels and allows customers to communicate with you however they prefer — whether that’s via phone, social media, email, text messaging, video, or live chat. You don’t want customer service agents to say one thing, while marketers say another.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency. Brand-related viral videos on social media have set new expectations about customer interaction amongst users.

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. 25 percent of customer service operations will use virtual customer assistants by 2020.

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

Lumoa

JANUARY 24, 2024

Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it. As the CXO, your world revolves around understanding and enhancing the customer experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Fonolo

MARCH 23, 2020

Bad service at a restaurant, being disconnected from a service call or a poorly directed commercial ad — all of these scenarios can lead to your business feeling the wrath of social media users at one point or another. Social media has allowed everyone to have a voice and they’re using it.

Social Media 67

Social Media Technology Technology AI 67

Aquire

JANUARY 24, 2022

According to research , the global conversational AI market size is expected to grow from $4.8 billion in 2020 to $13.9 million in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 24.9 In a 2019 CIO Survey, respondents identified chatbots as the main AI-based application used in their enterprises.

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Comm100

MARCH 13, 2023

The very best AI chatbots can resolve the majority of student queries without any human intervention. They introduced Comm100 AI Chatbot in 2020 within their Future Students department to help them connect with more prospective students and boost recruitment. “I Take Thompson Rivers University as an example.

Education 80

Education Social Media AI Customer Service 80

Fonolo

MAY 16, 2023

Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. According to Statista, there were over 175 billion customer service calls in the US in 2020.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Callminer

AUGUST 6, 2019

Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media.

Contact Center 140

Contact Center VOC Social Media AI 140

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 82

Government Customer Service Compliance CX 82

Zendesk

JUNE 17, 2021

65 percent of customers want to buy from companies that offer quick and easy online transactions. 65 percent of customers want to buy from companies that offer quick and easy online transactions, according to the 2021 Zendesk Customer Experience Trends Report. Half gave Amazon the highest marks for customer service.

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

CSAT.AI

JANUARY 18, 2022

There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: Industries known for great service Companies that are setting the standard What makes a great customer experience.

Customer Service 52

Customer Service Net Promoter Score Manufacturing Retail 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance Technology 52

Comm100

DECEMBER 2, 2021

While bots are seeing use in financial services, many organizations are still hesitant to embrace them. This will all change in 2022 as more organizations make the leap to AI. Year over year, chatbot use has increased significantly as technology and AI improvements have been made. billion globally in banking. as add-ons.

Customer Experience 94

Customer Experience Omnichannel Machine Learning CRM 94

Fonolo

JANUARY 16, 2019

This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020. At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. Director of Customer Experience.

Contact Center 85

Contact Center Social Media Education AI 85

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. According to Gartner research, 70% of customer service and support agents prefer to work at home. Building the right processes.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Zendesk

SEPTEMBER 27, 2022

One way that airlines can help passengers cope with delays, cancellations, and other travel mishaps is to take an omnichannel approach to the customer experience (CX). Omnichannel CX is a strategy that creates connected and consistent customer interactions across channels. The variable is how agents respond to customer concerns.

CX 52

CX Social Media Transportation Omnichannel 52