Published By: Zendesk
Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants.
The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
As customer care channels continue to evolve and
expand, there’s been a lot of debate about which channels
customers actually prefer to interact with brands. Many
reports say that millennials prefer digital channels—like web
chat or texting—while older generations still prefer voice
channels. Previous Interactions research has shown that
this isn’t necessarily the case, and that the issue of channel
choice is often far more complex—depending on factors
such as the company consumers are trying to contact,
and the complexity of the issue the consumer is trying to
Published By: LogMeIn
Published Date: Jan 03, 2013
Research on the reasons of consumers to choose chat. Integrating their voice into the findings as part of the six core reasons that serve as the framework, to give a greater understanding of the “who, what, where and why” consumers gravitate to chat
While holding the promise of HD quality, enriched services, and the benefits of a common packet switched access infrastructure, the adoption of infrastructure-based voice over LTE (VoLTE), along with rich communications such as video and real-time messaging, has stalled over the last few years with concerns around quality, security, and cost. During that time, the value of the phone number as a globally significant user ID and key services such as SMS and MMS have been relegated by phone manufacturers, over the top (OTT) services, and even the subscribers themselves as “technologies of last resort.” Finally, the proliferation of 4G, together with the emergence of network functions virtualization (NFV), powered by Intel®, Hewlett Packard Enterprise* (HPE), and Metaswitch*, is allowing network operators to take charge of the consumer’s communications experience, once more.
Published By: Qualtrics
Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer
expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a
Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the
customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today,
market leaders are shifting their listening and response mechanisms faster as VoC programs represent a
huge opportunity for driving loyalty and increased sales.
A recent study sponsored by American Express®—the American Express Global Customer Service
Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than
they are to share about a positive experience.¹
The past year ushered in some big changes for Online Reputation
Management (ORM) — and the practice has become indispensable for any
In 2017, review sources proliferated, consumers became more savvy about the validity of online
reviews, and the position of Chief Experience Officer started to gain traction among locationbased
organizations. ORM and SEO became increasingly intertwined as Google refined its search
algorithms with a strong emphasis on reviews and star ratings.
This year, expect to see these four trends move to the forefront:
1) Google will extend its dominance in online review volume and consumer exposure, eclipsing all
other specialty sites.
2) SEO will be reinvented as user-generated reviews weigh more heavily in search rankings.
3) The voice of the customer will no longer be siloed across disconnected categories.
4) Consumer feedback from reviews and social media will drive operational improvements.
Published By: Uberall
Published Date: Oct 08, 2018
One of the great advantages of the digital age is the vast amount of information and opinions that consumers are exposed to when making a buying decision. This gives enormous exposure to businesses, whether in a positive or negative way. With this significant increase in information, unbiased and authentic customer reviews become increasingly important to both consumers and businesses. There is a wide choice of rating portals and review platforms, that specialize in all types of industries and services.
Published By: Uberall
Published Date: May 13, 2019
Businesses have been told about the urgency of being ‘voice search ready’ without understanding what it means or how to accomplish it.
In creating the Voice Search Readiness Report, we set out to answer one simple question - ‘are businesses voice search ready?’ and then provide a simple method for helping them to measure their own voice search readiness.
We analyzed more than 73,000 SMB, mid-market and enterprise business locations in one of the largest voice search studies ever conducted to find out if businesses were taking the necessary steps to reach consumers who use voice search.
Published By: LogMeIn
Published Date: Aug 27, 2013
While a lot of research has been done on the effectiveness and benefits of live chat, the customers voice is rarely heard. This report, written by Lauren Freemann from the e-tailing group, examines the customers' view on live chat and presents a deep insight into why consumers choose live chat. Findings include the key reasons for choosing live chat over other communication channels, best practices for deploying live chat successfully and key insights from the Annual Merchant Survey, a report that explores the merchants perspective of live chat implementations.
In this white paper, learn how to account for missing metric in financial reporting and valuations. How can we perform aggregate analysis of online consumer opinion to complement traditional marketing analysis and due diligence?
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Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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