customer interaction

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Published By: ttec     Published Date: Oct 01, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
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ttec
Published By: Vendor Guru     Published Date: Dec 21, 2007
Managing customer relationships profitably is a challenge many businesses face. Increasingly available information and customer choices translate into a decrease in automatic loyalty. New distribution and communication channels create more complex customer interactions. Implementing powerful technology enablers may be prohibitively expensive for many firms.
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crm, customer relationship management, crm solution, crm software, loyalty, customer loyalty, customer satisfaction, customer interaction, profitability, vendorguru, vendor guru, quinstreet, vendor guru general campaign
    
Vendor Guru
Published By: Vonage Business     Published Date: Jan 19, 2018
In the digital era, the customer experience is the new battleground for differentiation. Businesses must make digital interactions personal and contextually relevant with every interaction to thrive and meet today’s consumer’s expectations. Cloud-based unified communications, integrated business applications, and CPaaS is the winning combination to enable contextual communications across the customer value chain. Download the whitepaper.
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digital, transformation, communications, value chain, customer, applications, vonage
    
Vonage Business
Published By: Windstream     Published Date: Aug 04, 2014
Cloud computing today is fundamentally altering business processes and changing the way organizations interact with customers, partners, and employees. This transformation brings incredible opportunities, including the ability to build a realtime enterprise where interaction and innovation flourish, and more agile, flexible, and cost-effective practices thrive. Yet cloud computing also presents significant challenges. The path to value is not clearly marked, and there are potential stumbling points along the way. Please download the whitepaper to learn more!
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windstream, cloud computing, cloud hybrid options, oxford economics, cloud benefits, it management, knowledge management, data management
    
Windstream
Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: May 21, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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Zendesk
Published By: Zendesk GmbH     Published Date: Apr 25, 2018
Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that organizations may realize by utilizing Zendesk’s customer support products to improve handling customer interactions. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Zendesk on their organizations. To better understand the benefits, costs, and risks associated with a Zendesk implementation, Forrester interviewed seven organizations with experience using Zendesk’s customer support products.
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Zendesk GmbH
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
Customers have caught on that support interactions are getting better. When they reach out, they’ve come to expect an instant response that says “we’re here for you”. When they want information, it’s expected to be accurate, up-to-date, and easily accessible. Essentially, they come to expect efficiency during support interactions. As a result, businesses are becoming more cognizant of their self- service offerings. Customers want to be left feeling empowered; it’s even better when they can do so on their own. Self-service saves time for agents, cuts down on organizational costs, and leaves the customer with a positive outlook of a brand. This eBook delves into how AI can enhance your customer self-service offerings with automatically-generated knowledge bases, content cues for your service agents, and chatbots.
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customer service, customer experience, artificial intelligence, chatbots, self-service
    
Zendesk Ltd
Published By: Zendesk Ltd     Published Date: Sep 11, 2018
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017. But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.
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Zendesk Ltd
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