Download “Messaging Done Right” to learn best practices for integrating customer service messaging into your omni-channel customer engagement strategy. You’ll...
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...
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...
Forrester Research on 2018 Customer Service Trends
Consumer demands for easy, effortless service across an ever-expanding number of channels and touchpoints continue to...
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...
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 no surprise...
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...
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications...
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...
With cognitive computing, insurance underwriters can draw from the expertise of hundreds of other underwriters to increase their efficiency by 40%–because they spend...
