TechSee, a global leader in visual customer assistance powered by AI and Augmented Reality released the results of a wide-ranging survey examining the top reasons for customer churn. Continue reading TechSee Survey: Customer Service Major Contributor to Churn
Category Archives: Market Research
UK companies risk falling behind foreign rivals unless they use more AI, Microsoft report reveals
Companies in the UK risk falling behind foreign rivals unless they use more artificial intelligence, a new report on the technology has revealed. Continue reading UK companies risk falling behind foreign rivals unless they use more AI, Microsoft report reveals
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands
CGS, a global provider of business applications, enterprise learning and outsourcing services announced findings from its 2019 CGS Customer Service Chatbots & Channels Survey. The results showed that consumers willingness to use AI as a go-to resource is waning as they struggle to have productive interactions. Continue reading CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands
Vonage research reveals IVR horror costs businesses $262 per customer each year
Vonage published new research which reveals that more than half (51%) of consumers have abandoned a business altogether because they’ve reached an automated menu of options, known as Interactive Voice Response (IVR) – losing that company $262 per customer every year. Continue reading Vonage research reveals IVR horror costs businesses $262 per customer each year
Organizations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction
NICE inContact, a NICE business, announced per the latest findings of its second annual global research study, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, that companies with all of their contact centre technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact centre technology. Continue reading Organizations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction
New Survey on Customer Service Automation Reveals 83% of Consumers are Willing to Make Messaging Their Primary Means of Contacting Customer Support
Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service. The study also zeroes in on opinions on the state of customer service during busy periods, like the holidays. Continue reading New Survey on Customer Service Automation Reveals 83% of Consumers are Willing to Make Messaging Their Primary Means of Contacting Customer Support