TechSee

MARCH 12, 2019

When visual interaction – whether via image or video – is combined with automation, contact center workflows can be improved dramatically. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. The Power of Visual Automation. Benefits to agent productivity.

White Paper 112

White Paper Contact Center Net Promoter Score Average Handle Time 112

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omnichannel 144

Omnichannel White Paper Contact Center Touchpoint 144

SaleMove

MAY 14, 2021

Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. So how are property & casualty insurers responding to evolving consumer needs, and how can they continue to differentiate themselves in a crowded marketplace? Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance White Paper Contact Center Call Center 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 81% of consumers are prepared to pay more for a better customer experience! 81% of consumers are prepared to pay more for a better customer experience! We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

CSM Magazine

JULY 27, 2022

According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8% Here are our top tips. Stay in touch.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

mopinion

OCTOBER 23, 2017

Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process. The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion.

White Paper 76

White Paper Retail Feedback Customer Journey 76

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

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White Paper Social Media Feedback 2019 243

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: . Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Messaging takes the idea of web chat, simplifies it, and moves it to where consumers already spend their time – on their smart devices. Messaging CX wins.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. White papers. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. In digital support, accessibility means providing channels that are easy for your consumer base to access and use. Accessible.

2022 93

2022 Customer Experience Omnichannel White Paper 93

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Think Customers

APRIL 12, 2022

Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests. Tackling time-consuming tasks reduces the physical and often mental drain on associates to focus their energy on high-tier interactions.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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White Paper 2014 2015 2012 160

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. Customers are humans we’re interacting with — not tickets. Most likely only places where I buy stuff very regularly or have very recently. Download our guide today to get valuable insights.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Natalie Petouhof

AUGUST 15, 2022

It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. But nearly half of companies lack customer identification information during real-time digital and voice interactions. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Totango

MARCH 16, 2021

Engagement: prospects interact with a brand’s website and become freemium users. B2C marketing and sales may aim at the general consumer, while B2B may be more industry-specific and customized. B2C prospects may consume different content on different interaction mediums than B2B prospects, such as e-books vs. white papers, for example.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Kitewheel

APRIL 14, 2020

This is a good thing for consumers when business leaders use AI to build smarter, more responsive journeys. That’s why we wrote our AI White paper, which describes how AI and Machine Learning techniques can be used in the realm of customer journey orchestration. But artificial intelligence isn’t as simple as flipping a switch.

Customer Journey 52

Customer Journey White Paper Customers Advertising 52

Integrity Solutions

APRIL 19, 2024

Additionally, McKinsey notes that more than three-fourths (76%) of consumers get frustrated when their buying experiences aren’t personalized. For example, 78% of consumers are likely to make repeat purchases and recommend others to companies that use personalization.

Sales 105

Sales Loyalty White Paper Contact Center 105

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. All of these points mean that brands need to think automating customer service processes.

Customer Service 62

Customer Service White Paper Banking 2018 62

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. While much of the online social interaction is positive, there is definitely a ‘dark side’ too. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. The more you know about the customer, the problem at hand, and previous interactions with your company, the more helpful you can be.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

inQuba

JANUARY 10, 2019

With every negative interaction a customer has, their likelihood to defect increases and therefore managing experiences across the entire customer journey becomes critical. Unfortunately, organizations are generally poor at creating and maintaining a single view of every customer, which includes all interactions, preferences and behaviour.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

ShepHyken

NOVEMBER 24, 2017

In fact, nearly half of consumers expect a response within one hour of reaching out via social media, so don’t leave them hanging. You can also see if there have been previous interactions with the same customers, and how those were resolved, which could save you even more time. Put Great Care into Each Interaction.

Social Media 89

Social Media Blog Customer Service White Paper 89

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. AR sidesteps the comprehension challenges that come with a typical customer interaction by ‘virtually bringing together’ the customer and the service representative and provides customers with a unique, smooth experience.

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

Magellan Solutions

MARCH 17, 2021

Lead generation is the process of attracting potential consumers or clients. This is because purchasing for a business is slower than that of a consumer. White papers . Unlike other channels, you control how you interact with leads. This ensures that they are being added as a contact list. Blog posts.

B2B 52

B2B White Paper Social Media Advertising 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. consumers are happier than ever with the service companies provide.

2018 45

2018 White Paper 2014 Contact Center 45