Average Handle Time Customer Expectations Information Omnichannel 
Think Customers
APRIL 21, 2022
When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support. What is omnichannel support?
Solvvy
FEBRUARY 5, 2020
This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? You shouldn’t wait for customer complaints to roll in to realize when you’re getting things wrong.
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Solvvy
JANUARY 7, 2020
In order to make sure your customer experience is more Zappos than Verizon, you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them. Start with a Customer Expectations Survey. How long are you willing to wait for an email customer support request?
eGain Blogs
APRIL 10, 2023
Media and legal services giant deflected 70% of requests for email and chat customer service with knowledge-powered self-service Hypergrowth digital-only retailer deflected up to 90% of their incoming requests for human-assisted digital service with knowledge-guided digital self-service, including virtual assistance, across multiple brands 2.
Playvox
JANUARY 24, 2022
In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. Simply providing an acceptable level of customer service while containing costs is no longer enough.
CSM Magazine
JUNE 25, 2021
With 87% of customers saying being kept informed is the most important delivery factor, retailers need to take a step back and assess how they can reduce this influx of requests while simultaneously improving the customer experience. Informed and proactive teams. Self-service and automation. Connecting the dots.
Think Customers
AUGUST 18, 2021
Optimize the cloud for omnichannel support. Shopping channels are no longer static—customers can switch from voice, to chat, and messaging in just one interaction. Cloud contact centers provide many benefits, such as increased flexibility, cost savings, and the ability to support customers from virtually anywhere.
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