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Industry Research : Survey Shows Self-Service, AI, Redefining How Consumers View Customer Service

#contactcenterworld, @Alvaria_Inc

Customer service is in decline - at least traditional customer service as we know it is. The number of people who contacted customer service over the phone declined 10 percent in the last two years and contact with customer service overall has dropped seven percent over the same period according to the latest findings from the 2017 Aspect Consumer Experience Index. What hasn’t declined, however, is the number of consumers who stopped doing business with companies because of poor customer service. That figure rose to 54 percent last year, up from 49 percent the year before, with the number of Millennials jumping eight percent. Basic lack of effectiveness – the ability to resolve issues to their satisfaction was the leading cause of defection.

Consumers expressed a notable improvement and rise in interest with their experiences on new/emerging channels. 77 percent of consumers rated text-based customer service experiences using AI favorably, a 10 percent increase from the year before. And a full third of consumers and 52 percent of Millennials said they would like to see all customer service done through self-service AI.


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"The insight from the survey results is not just the growing preference for self-service over agent-assisted interactions. More interesting is the possibility that consumers aren’t viewing these self-managed experiences as customer service the way brands define it," said Jim Freeze, Chief Marketing Officer, Aspect. "It only becomes defined as ‘customer service’ by the customer when a complex interaction requires human assistance and they have to engage a live person. It’s clear from the findings that increasingly, consumers are not giving brands a second chance. There has never been a more critical time for companies to respond to the growing consumer desire for digital channels over traditional voice and IVR interaction."

One of the clear opportunities for brands is addressing customer experience effectiveness. 45 percent of consumers in the survey said they didn’t care if an online purchase or customer service interaction is performed by a chatbot or a live agent as long it is handled quickly and accurately. Plus, consumers are more than willing to pay more for better customer service. 52 percent of American consumers would pay more for guaranteed good customer service while 75 percent would pay more for exceptional customer service.

#contactcenterworld, @Alvaria_Inc

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software

Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Monday, January 29, 2018

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2023 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

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!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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