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customer interaction

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By: Interactions     Published Date: Feb 27, 2019
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 resolve.
Tags : 
     Interactions
By: Interactive Intelligence     Published Date: Nov 10, 2010
The demand for customer centricity is not only increasing it's becoming the driving principle behind any successful customer service strategy. Learn more about the recommended approach to customer centricity, from Marlon Machado, Product Manager, IBM and Brad Herrington, Sr. Manager, Solutions Marketing, Interactive Intelligence.
Tags : interactive intelligence, ibm, customer service strategy, marketing segment, crm, cebp
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Oct 10, 2012
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?
Tags : mobile apps, mobile self-service, mobile applications, customer interactions, customer experience/engagement
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Oct 10, 2012
In this whitepaper, Daniel Hong and Keith Dawson from Ovum take an extensive look at how smart devices can revolutionize the customer experience.
Tags : customer service, customer experience, customer interactions, smart devices, mobile strategy, customer care, customer experience/engagement
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
Insurers are renewing their focus on top line growth-seeking ways to increase premium volumes while at the same time improving profitability. Properly interacting with customers creates revenue on all ends. Read on to learn about key user interaction
Tags : integrated content, communications, key business issues, points of contact, upselling, account management, client services, crm & customer care
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
Tags : interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
Tags : interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution
     Interactive Intelligence
By: Invoca     Published Date: Jan 21, 2014
In the rush to digital, B2B marketers have ignored a crucial element that salespeople and buyers need: direct human interaction. Sales teams know that calls close customers, and 97% of B2B technology buyers want direct interactions with the provider during the research and purchase process. So why have we left voice conversations behind? In order to get more sales qualified leads and master marketing automation in a multichannel world, we need to bring back human engagement. Join Invoca and guest Forrester Analyst Lori Wizdo as they examine:
Tags : b2b marketing automation, marketing automation, customer lifecycle, b2b buyers, b2b technology buyers, inbound calls, crm solutions/software, customer experience/engagement
     Invoca
By: Jamf     Published Date: Jan 14, 2019
Mobile technology offers you the chance to transform your business — unifying online and offline sales channels, coordinating with staff and suppliers, and bringing insight to each customer interaction. Now, the only challenge is managing the mobile devices, apps and configurations that make it all work.
Tags : mobile device management, mdm, managed devices, mobile, apple, ios
     Jamf
By: Jive     Published Date: Apr 10, 2013
How To Build Bridges Between Today's Customer Service Islands
Tags : jive, customer service, synergy, silos, communications, integrate customer communications, customer service interactions
     Jive
By: Jive     Published Date: Feb 12, 2015
Setting up and maintaining and external collaboration initiative can be big investment of time, knowledge and money. Despite this, collaboration with customers is worth the effort, leading to a variety of benefits, including lower cost of customer service, better marketing insights and analysis, development of more innovative and high-need products, and developing long-term relationships with customers. In this whitepaper, learn 7 ways successful organizations have turned interactions in customer communities into cost savings, revenue and profit.
Tags : customer service, collaboration, roi, innovation, revenue, profit, savings, money
     Jive
By: Jive Software     Published Date: Jun 26, 2013
Balancing customer service quality and costs is an ongoing battle for most organizations. Superior service means higher labor spend, but shunting customers into long support queues and confusing self-help areas costs companies loyalty and retention. Conventional technologies don’t help much: They’re fragmented, with no unified view of customer interactions; they don’t provide effective peer-based support, leaving customers frustrated and dissatisfied; and they do nothing to improve retention, knowledge-sharing and overall enablement of service rep teams. Learn how social business tools eliminate the conventional cost/quality trade-offs.
Tags : customer service, customer service quality, customer experience, customer experience/engagement
     Jive Software
By: Jive Software     Published Date: Dec 02, 2014
Customer interactions today span multiple touch-points. As such, businesses are constantly seeking ways to adapt their activities to interact with buyers through the most relevant channels. While this pursuit helps firms better connect with clients, it also means capturing data related to different views / parts of the customer journey. Failure to connect these pieces results in disconnected customer messaging. Watch this webinar today to learn how social collaboration tools help companies overcome this challenge.
Tags : customer interactions, customer data, social collaboration, emerging marketing, social media, crm & customer care
     Jive Software
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
Tags : kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty
     KANA®, A Verint® Company
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the Service engagement.
Tags : customer service, engagement, self-service, consumer, staff, customer, rewards, benefit
     KANA®, A Verint® Company
By: Kustomer     Published Date: Aug 27, 2019
The digital age has forever changed customer expectations. By unifying customer data and tracking interactions, Kustomer gives retailers the power to better understand customers and deliver great experiences wherever they happen to engage.
Tags : retail customer service”, “retail customer support”, “retail customer experience”, “customer support”, “customer service”, “customer experience”, “conversational commerce”, “omnichannel support”
     Kustomer
By: Layered Tech, Inc.     Published Date: Dec 16, 2010
Layered Tech's engineers created a customized package of virtual private data centers (VPDCs), managed services and disaster recovery solutions that support KANA's clients, large and small. Layered Tech tailored the architecture to meet the highest enterprise security requirements, as well as ensuring that each KANA client can deploy applications that scale to ongoing volume fluctuations.
Tags : layered tech, kana, virtual private data center, enterprise security, vpdc, disaster recovery, customer interaction
     Layered Tech, Inc.
By: Lenovo and Intel®     Published Date: Oct 18, 2016
Mission critical servers require availability and reliability of systems and applications that are essential for customer interaction, commerce, and employee productivity. Read this infographic and learn how Lenovo helps meet these demands.
Tags : lenovo, x6 mission, server, customer interaction
     Lenovo and Intel®
By: LogMeIn     Published Date: Jan 15, 2014
This white paper includes highlights from the e-tailing group’s European Chat Mystery Shopping.
Tags : logmein, live chat, chat opportunities, e-tailing, boldchat, add live chat, retail community, quantitative elements
     LogMeIn
By: LogMeIn     Published Date: Apr 24, 2014
This Harvard Business Review provides valuable insights into the truth about the customer service experience.
Tags : customer experience, customer journey, rescue, harvard, customer interaction
     LogMeIn
By: LogMeIn     Published Date: Jul 11, 2016
Ce rapport souligne les gains de performance obtenus par les entreprises qui font de la discussion instantanée un élément clé dans leurs interactions avec les clients.
Tags : live chat, customer service, customer support, live chat success, customer interaction, customer experience/engagement
     LogMeIn
By: LogMeIn     Published Date: May 18, 2018
This free guide need examines three seismic forces rocking the customer engagement landscape.
Tags : logmein, boldchat, customer engagement, customer interaction, self service consumers, customer intelligence, consumer trends, interactive marketing
     LogMeIn
By: LogMeIn     Published Date: Feb 27, 2018
Customer service organizations are struggling to react to the pace of innovation and the explosion of channels and devices. To get ahead of these challenges, AD&D pros must deeply invest in automation — automated answers, automated conversations, automated agent guidance, and automated end-to-end processes. They must also invest in intelligence to ensure automated technologies evolve and learn from prior interactions over time. Automation and intelligence quell the headcount increases. They will free agents from working on low-value or repetitive tasks, as they will only have to address highly complex customer scenarios or exceptions to standard operations. This also enables them to focus on building connections with customers to garner their satisfaction and loyalty.
Tags : customer, service, operations, optimization
     LogMeIn
By: LogMeIn     Published Date: Feb 27, 2018
Bold360 empowers companies to reimagine their customer engagement and suppport across all digital channels and devices for highly personalized and intelligent interactions.
Tags : interfaces, customer, service, technology, agent
     LogMeIn
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