These 3 takeaways are from a well written article on the Agility PR site.
* In a customer service survey, only 19 percent of respondents trust completely what brands say on their website. Instead, they rely on reviews on other sites to provide honesty. These will be sites such as TrustAdvisor or G2Crowd.
* Most customers will only tolerate a 1-hour response window. This is regardless of how they reach out (social media, web chat or web contact form).
* Customers are online from early morning until after 10pm. This will likely start to shape new hours of operations for social media and customer service departments and/or increase the use of other digital properties like messenger bots.
Please read the original article on https://www.agilitypr.com/pr-news/public-relations/customer-experience-trends-2018-whats-coming-pike/
#CustomerService #CustomerTrends
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
Thursday, November 16, 2017
Friday, November 03, 2017
Zendesk: Creating a great customer experience during the holidays
This story was originally created on https://www.zendesk.com/blog/providing-great-customer-experience-holiday-rush/
In a Zendesk Research survey, they found that ticket volumes can increase as much as 42% over the holidays. To help keep the annual flurry of customer inquiries manageable, they compiled a list of tips that’ll help your team deflect more tickets and keep holiday CSAT scores high (all of which are capable with the Zendesk platform)
1. Build a list (and check it twice)
2. Bring the gift of self-service (to your site or mobile app)
3. Bots… the new elves in your support workshop
4. Chat your way to a few more holiday sales
5. A few more gifts under the tree
Of course, you can also explore the integrated ticketing solution bolstered by Virtual Observer and Zendesk.
Read more about this in the original post
#CustomerExperience #Zendesk #CSAT
In a Zendesk Research survey, they found that ticket volumes can increase as much as 42% over the holidays. To help keep the annual flurry of customer inquiries manageable, they compiled a list of tips that’ll help your team deflect more tickets and keep holiday CSAT scores high (all of which are capable with the Zendesk platform)
1. Build a list (and check it twice)
2. Bring the gift of self-service (to your site or mobile app)
3. Bots… the new elves in your support workshop
4. Chat your way to a few more holiday sales
5. A few more gifts under the tree
Of course, you can also explore the integrated ticketing solution bolstered by Virtual Observer and Zendesk.
Read more about this in the original post
#CustomerExperience #Zendesk #CSAT
Subscribe to:
Posts (Atom)
Popular Posts
-
We are pleased to announce that Advocate Physician Partners , located in Mt, Prospect, IL, has selected CSI's Virtual Observer Professio...
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
- FAQs: Add a frequently asked questions page on your website as part of a self-service initiative. Customers can reduce effort by quickly...
-
I actually found two articles related to Netflix 's customer service operation. The gist is that they have removed email-based customer ...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find ne...
-
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
The cloud contact center layout presents a standard foundation to provide a stable and ever scalable platform, allowing customers an afforda...
-
Did you know... Virtual Observer (VO) can be used to record screens in a dual-screen environment. Dual-Screen can be very effective, doubli...