Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

How the Internet Changed Customer Service - Conectys - Blog

How the Internet Changed Customer Service

Three Major Changes and Two that will Shape the Future

Tim Berners-Lee, an English computer scientist, wrote a proposal for a distributed information system, and, on March 12th, 1989, he submitted it to CERN (The European Organization for Nuclear Research). That information system came to be known as the World Wide Web.

On July 28th, we celebrated 10,000 days of Internet and how it’s changed our lives. It's also changed the way we do business and, more importantly, the way we relate to our customers.

Here are the three of the most important things that the advent of the Internet has changed about the way we do customer service and two that will shape it in years to come.

1. Customer Feedback

If in the past a bad customer experience could have gone unnoticed by the masses, these days a bad customer review can seriously damage a brand's trust, with the push of a button. We've all seen bad restaurant reviews and decided not to reserve a table, or poor customer experience with a service provider and decided against paying for their services.

Statistically, one happy customer will share their experience with around 9 people. By contrast, for every customer who complains, there are, on average, 26 other unsatisfied customers who don’t communicate their frustrations. This means that the key to improving your customer experience lies in that one single complaint, which offers you an insight in what might be bothering a lot more people.

Meanwhile, 76% of customers see customer service as being proof of how much a company values them (2015 Aspect Consumer Experience Survey).

2. Digital Communication

Social media has become a key customer service channel and a great asset to your business, if used to its full potential. With the aid of the internet, customers can now reach out to you through any social media platform, as long as you meet them on their preferred channel. To provide them with anything but a swift, personalized response would be a big mistake. At the end of the day, the way you handle customers' issues with your products has a deeper impact than the issues themselves.

According to customer experience consultancy firm, thinkJar, 55% of customer requests for service on social media are not acknowledged. Missing out on these opportunities to increase customer loyalty and create brand advocates should not be an option. Moreover, 67% of consumers say they use Twitter and Facebook for customer service. Meet your customers where they are and you will be rewarded.

Conectys' customer service contact volume through social media where close to 2% in June 2016, across all industries. It's also become increasingly important for clients in the e-commerce and customer products industries, in which social media accounts can account for up to 30% of total contacts.

3. Self-service

The internet has not only made it easier for us to communicate with one another, it's also made information readily available for anyone, at any time, and from any device. We can now find out everything we want to know about the world around us in the time it takes our search engine to display its results. And with information at your fingertips, it's easy to see why customer self-service has become so popular.

More and more people want to help themselves, rather than call a company's support line for answers. Between FAQs and forums, there is no shortage of methods a company can use to help customers help themselves.

Moreover, according to the 2015 Global State of Multichannel Customer Service Report, “90% of consumers now expect a brand or organization to offer a self-service customer support portal.” This should tell you everything you need to know about whether or not you should be implementing self-service tools.

Your outsourced customer service partner should see self-service as an opportunity of business growth through leading customer experience and needs to drive your self-service strategy at the expense of short term wins.

What does the future hold?

1. Omnichannel approach

A couple of months ago, we published a blog post about what omnichannel is and why you should care. While it’s been around for a while, mostly used in retail, it's still taking its first steps into the realm of mass adoption in customer experience.

With information being so widely available and communication happening on multiple channels, customers look for speedy resolutions to their issues on all channels and platforms, not just on social media. They also expect you to know the issues they've communicated in the past, regardless of channel, and for you to be prepared with solutions without the pain of repeated communication. Creating a personalized experience for your customers on all the channels they use to get in touch with you will become the norm in the future.

However, as of the end of 2015, less than 1% of companies are implementing, or have implemented an omnichannel approach to their customer service. Of those, only 23% of companies doing multi-channel well.

Conectys' omnichannel approach (for one its flagship global clients in the gaming industry) has improved Net Promoter Scores (customer loyalty) to above 60 in Europe, a great indication of the company's future growth.

2. Automation

Automation is as hailed as it is hated, but the fact remains that it makes processes easier for companies and reduces errors. The idea of automation is not to replace workforce, but to create an increased value for everyone involved. The customer will have access to answers faster, the company will have a first line of defense set in place for customer support, and employees will no longer have to spend time on repetitive tasks, but improve their skills for more complex, high-value work. Coupled with a strong self-service base, automation has the potential do decrease the contact to agent ration significantly if implemented.

You can also automate other time-consuming processes, such as customer satisfaction surveys (Net Promoter Score, Customer Effort Score, First Contact Resolution). This will give you access to key consumer insights in real-time, allowing you to improve your strategies on-the-go, meaning a better customer experience in the long run. Just remember: automate your processes, not your relationships with your customers.

In what other ways do you think the Internet has changed customer service?

Looking for an outsourcing provider to take your customer service into the future? Find out how to choose the perfect vendor for your company!



Publish Date: July 28, 2016 5:00 AM

2021 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158


VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from Conectys

Recent Blog Posts:
5 key steps to successful outsourcing partnershipsSeptember 12, 2016 5:00 AM
How the Internet Changed Customer ServiceJuly 28, 2016 5:00 AM
What is omni-channel and why should you care?May 25, 2016 5:00 AM
Expand to Europe in 5 Easy StepsFebruary 26, 2016 5:00 AM
3 Reasons to Expand to EuropeFebruary 12, 2016 5:00 AM
3 Reasons Why Outsourcing Partnerships FailJanuary 29, 2016 5:00 AM
Taiwan - The Outsourcing Gateway to ChinaJanuary 22, 2016 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =