Allen Speaks

AUGUST 19, 2019

​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2. Today's article focuses on Step ONE.

Customer Expectations 52

Customer Expectations Hospitality Hospitality Sales 52

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

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. 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.

Customer Service 85

Customer Service Healthcare AI Artificial Intelligence 85

CSAT.AI

NOVEMBER 2, 2022

The Gallup employee engagement meta-analysis of 2020 showed companies with high employee engagement and quality EX had 21% higher profits than those with low EX. In The Salesforce State of Service Report 2022, 85% of decision makers felt EX and CX are directly linked. Then work to smooth those sections of customer service strategy.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Qualtrics

JUNE 22, 2020

The nature of these expectations will dictate the form and even the wording of customer satisfaction survey questions. Let me repeat this: the nature of these expectations will dictate the form and even the wording of your satisfaction questions. Explicit Expectations. Static Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction Technology Technology 59

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. People buy from people.

Contact Center 121

Contact Center AI Technology Technology 121

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 89

Customer Service Social Media Omnichannel Technology 89

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Make omnichannel customer support your bedrock.

Omnichannel 52

Omnichannel Social Media Customer Service Case Management 52

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . ” The need to be available to engage at whatever time and in whichever channel the customer chooses.”

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Make omnichannel customer support your bedrock .

Omnichannel 52

Omnichannel Social Media Case Management Customer Expectations 52

Zendesk

AUGUST 10, 2021

More than 75 percent of the Forbes Cloud 100 use Zendesk for customer service and sales, suggesting that customer experience (CX) plays an important role in their rise to the top. Cloud companies know their software needs to be seamless, and they want their customer service to be seamless too.

CX 98

CX Omnichannel Customer Expectations Sales 98

CSAT.AI

JANUARY 22, 2020

In customer experience (CX) we’re not talking about eliminating the past entirely, but using it to plan for a better future experience. The tools, techniques are evolving and so are customer expectations. Of the current year she says: “2020 is an exciting year for customer experience.

CX 52

CX Customer Service Customer Journey Map Sentiment Analysis 52

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! COVID Is No Longer an Excuse for Poor Customer Service. Pair that with the pandemic delays and poor customer service, and you have a recipe for impatient customers.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Logicalware

JANUARY 6, 2022

Total Experience: The technology trend set to shake up customer service in 2021. in October 2020, Gartner declared Total Experience (TX) one of the top strategic technology trends to watch in 2021. Agent wellbeing became a top priority for contact centres in 2021, following the long and difficult lockdowns of 2020.

Technology 98

Technology Technology Customer Expectations Customer Service 98

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

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

Zendesk

JULY 30, 2021

Latin America’s Mercado Libre, an online marketplace, sold two times as many items per day in the second quarter of 2020 compared to the same time in 2019. But while shopping has moved largely online, many retailers are slower to adopt customer service channels that people can access from their smartphones.

Retail 98

Retail Omnichannel Sales Customer Service 98

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. Out of all the channels of customer service, live chat is the one customers prefer the most.

Customer Service 58

Customer Service E-commerce Start-ups Sales 58

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Contact Center 147

Contact Center AI NPS Technology 147

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center CX Technology Technology 266

Zendesk

JULY 15, 2021

According to the Zendesk Customer Experience Trends Report 2021 , ecommerce rose by 30 percent during the global pandemic, and 64 percent of customers said they used a new digital customer support channel in 2020. A 360 customer view] helps them get the context and start personalizing those experiences.”.

Customer Service 52

Customer Service Social Media Touchpoint Start-ups 52

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Customer Service 52

Intercom, Inc.

MARCH 28, 2022

They predict that by 2023, 75% of organizations will have comprehensive DX implementation roadmaps, compared to only 27% in 2020. With a plethora of comparable options in the market, customers will take their business to the company that provides the best experience. “90%

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Uniphore

JANUARY 25, 2022

As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Post-2020 could easily be called the start of the Zoom Era. Expect those numbers to grow as the technology matures and video becomes a more prevalent – and even preferred – CX channel.

AI 130

AI Artificial Intelligence Healthcare Legal 130

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 AI 52

Zendesk

MAY 21, 2021

The global events of 2020 transformed the ways in which we live and work, and companies continue to feel its impact. Customer expectations are evolving quickly, putting pressure on brands to rapidly invest in new technology to better meet changing needs. Download the report to unlock these valuable insights.

CX 52

CX Customer Expectations Customer Service Technology 52

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. In 2020, the benchmark for chat duration was 9 minutes and 45 seconds.

Omnichannel 52

Omnichannel Customer Satisfaction AI CRM 52

Aquire

NOVEMBER 17, 2021

What’s changed in financial customer experience? Fidelity National Information Services reported an 85 percent increase in mobile banking traffic in April 2020 — and a 200 percent increase in new mobile banking registrations. Customer expectations and behaviors. Call center volume jumped 800 percent in early 2020.

Customer Experience 102

Customer Experience Finance CX Government 102

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. Changing Expectations. Digital First Mentality.

Contact Center 182

Contact Center CX Technology Technology 182

Fonolo

NOVEMBER 4, 2021

By the end of 2020, 71% of employed adults were working from home. Increased inbound customer calls meant call centers needed to compensate for high call volumes with reduced staff and new trainees. This resulted in long customer wait times, high abandon rates, and stress for both customers and agents. Call-backs.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Lumoa

NOVEMBER 7, 2022

Zendesk’s report confirmed this, with 75% of customers reporting they would spend more to buy from a company that offers good CX. One way to ensure your company stands out from the competition is by personalizing the customer experience. Fortunately, technology is keeping up with these demands.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Is your CX strategy up to the task of meeting customers’ expectations going into 2024?

Customer Experience 83

Customer Experience ML Social Media CX 83

Aquire

NOVEMBER 17, 2021

And, even now, the global CX market size is still expected to grow 17.5 Because customer service is the only area where you can gain a competitive advantage regardless of size or market. Like we said, the big retailers have set a high standard when it comes to customer experience in more ways than one. This is good news.

Retail 98

Retail B2C Customer Experience Omnichannel 98