On average, 10 -15% of the calls in your voice channel are common and repetitive issues that can be better deflected and automated. Many callers have simple questions like resetting a password, registering a product, or getting an order status. These issues are an inefficient use of an agent’s time. Moreover, what happens during peak […]
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The Trouble With Chatbots
The goal of self-service chat bots has been to reduce the volume and cost of live agent support. However, customers continue to prefer agent-assisted channels, such as voice, as their top service preference. In light of this, it’s worth taking a look back at last year’s Contact Center Week’s (CCW) report: The state of Chatbots. […]
Post Sale Experience
Customer Experience includes the entire journey, including the customer’s post purchase experience when faced with a support or service issue. However, many people use the terms Customer Service and Customer Experience interchangeably. It is important to remember that Customer Service is a reactive, issue driven type of engagement. As a result, the customer’s expectations are […]
The Post-Sale Customer Effort
The evidence is in. Customer Experience is not just another hot topic. Research shows that 70% of the purchasing decisions are made based on the customer experience. PwC found the average customer is willing to pay a 16% premium on a cup of coffee – based entirely on the experience of buying the coffee! It […]
