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

Playvox

JANUARY 13, 2022

Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

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. Retailing 2020:Winning in a Polarized World (2012). Impact of Globalization. Roesler, Peter (2017).

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

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). Is your brand developing a chatbot strategy? Mobile Commerce Daily).

Definition 104

Definition ROI White Paper 2016 104

ProProfs Chat

JUNE 14, 2019

In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. American Express. American Express. .

2019 90

2019 Customer Service Social Media Poor Customer Service 90