Download “Messaging Done Right” to learn best practices for integrating customer service messaging into your omni-channel customer engagement strategy. You’ll discover how to: Meet growing demands for convenience by letting …
Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download …
According to research by Forrester, service organizations aiming only to appeal to the rational side of customers’ needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation …
Forrester Research on 2018 Customer Service Trends Consumer demands for easy, effortless service across an ever-expanding number of channels and touchpoints continue to rise and businesses are challenged to keep …
Consumers love messaging and customer service messaging is on the rise. Yet despite its overwhelming popularity, the always-on nature of messaging can present new challenges that many organizations are not …
By 2022, over 85% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. We believe this comes as …
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at …
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between …
Scale your customer service operations in smart ways, whether you’re moving upmarket or adding products and features. Customer support costs be reduced by 25% or more when proper knowledge management …
With cognitive computing, insurance underwriters can draw from the expertise of hundreds of other underwriters to increase their efficiency by 40%–because they spend less time gathering data and more time …
