Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Continue reading New survey finds chatbots are still falling short of consumer expectations
Category Archives: Market Research
Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools, according to a survey from Gartner, Inc. Continue reading Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals. Continue reading Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
Confidence in tech-enabled customer service remains low amongst UK consumers
Telephone is still widely perceived by consumers to be the customer service channel most likely to deliver a positive outcome, new research has found. Continue reading Confidence in tech-enabled customer service remains low amongst UK consumers
New research shows organisations are failing to grasp customer interaction needs
Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Continue reading New research shows organisations are failing to grasp customer interaction needs
Death of the Phone: 72% of online companies in the UK are uncontactable by phone
Online companies in the UK are making it near-impossible for customers to contact them on the phone, causing customers anxiety or serious stress. That’s according to new research from MaxContact which audited the contact options at 50 of the UK’s most popular online brands. Continue reading Death of the Phone: 72% of online companies in the UK are uncontactable by phone
Research Shows Industry Professionals Believe Immersive CX Will Become a Mainstream Support Channel
Content Guru, Europe’s leading cloud contact centre and customer experience (CX) technology provider, today released research findings that highlight strong belief amongst CX industry professionals that customer support through virtual environments will grow within the next five years. Continue reading Research Shows Industry Professionals Believe Immersive CX Will Become a Mainstream Support Channel