Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Customer Service Stats for Social Media. Customer Service Stats for Social Media.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Bold360

NOVEMBER 30, 2016

Virtual Agents / Chatbots Directory (Chatbots.org). Engaging these millions of users requires more than a standard information blast; today’s consumers demand personalized attention. Image via Facebook (Mark Zuckerberg). 66% are frustrated by having to repeat the same information to several employees or through multiple channels.

Definition 104

Definition ROI White Paper 2016 104