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News : Key Obstacles to Successful Digital Customer Service Highlighted
New York, NY, USA, May, 2016 -- Creative Virtual USA, a provider of customer self-service, virtual agent, and chat-bot solutions, announced the results of a survey conducted at Argyle’s 2016 Customer Care Leadership Forum in New York City last month. 150 executives from major brands gathered to discuss proactive strategies for cutting costs while focusing on customer concerns, social media paving the way for the future, and how they’re advancing overall business objectives.
Industry research firms, such as Forrester, have identified online self-service as a dominant trend this year, pointing out "Why? It’s An Effortless Way To Get To Your Answers." During the Argyle event, attendees were asked, "Which is the greatest obstacle in your company to successfully deploying self-service customer support across digital channels?"
81% of respondents cited knowledge management investments or gaining organisational support as the primary obstacles to widely deploying, exposing, and promoting self-service tools on their web and mobile channels. A majority did not feel low satisfaction or resolution rates, or an inability to measure return on investment were key self-service issues.
During a panel discussion at the event with General Electric, Panasonic, Quest Diagnostics and Confirmit on the future of customer service, Frank Schneider, Creative Virtual USA’s, VP of Customer Experience Solutions explained, "The key is to strategically ask the right questions. You must take the time to know and listen to your customers, meet them where they are."
Posted by Veronica Silva Cusi, news correspondent
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About Creative Virtual:
Creative Virtual is an established provider of Virtual Agents (VAs) with over 40 deployments of our V-Person™ product. Our clients include HSBC, Intuit, Verizon, CA Technologies, E*TRADE, Lloyds Banking Group, O2 and Virgin Media. A V-Person is capable of holding conversations with digital users in real time, 24/7. For users it means the sensation of communicating with a 'real' person, able not only to answer their questions, but also to understand the context of those questions and even hold entire conversations. Our solution can be used for the purposes of customer support, sales, marketing or call center assistance. The solution is optimized to reduce the number of clicks a user has to make to get to their solution.
Published: Monday, May 30, 2016