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Your age says a lot about you, including how you interact with businesses. If you're in your 60s, you likely call customer service when you have a question. If you're thirty-something, you probably try a company's website first and then call if you can't find what you need online. If...
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Smartphone adoption continues to skyrocket, with 78 percent of the U.S. adult population owning a smartphone according to the latest Flurry report . Meanwhile, consumers increasingly say that they prefer self-service options when interacting with a company. Put those two trends together, and they highlight...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
09-12-2012
Filed under:
Filed under: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile, mobile apps
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Imagine a person who signs up for cable TV and chooses autopay. A couple of weeks later, she calls to add HBO. The IVR greets her with a reminder that her next payment is due August 1. "Does that mean they'll automatically debit my account August 1?" she wonders. "Or did my autopay...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-04-2012
Filed under:
Filed under: self-service, deployment strategies, IVR investment, IVR assessment, Self Service, speech automation, IVR optimization, strategic planning, multichannel, speech recognnition, natural language
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Make Them An Offer They can't Refuse Thanks to the proliferation of connected devices - PCs, phones, smartphones, tablets, games consoles - consumers across all demographics now share a common trait: they are empowered. They now have the freedom to choose how they interact with companies, brands...
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In this business it's not uncommon to encounter customer care professionals that question the intelligence of making large improvements to their IVR applications. Many view themselves as visionaries, so investing in a twenty year old technology is not high on their priority list. Their attention...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
04-27-2012
Filed under:
Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud
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The advance of smartphones and the avalanche of mobile apps are forcing enterprises to rethink their customer care services. Where do mobile apps fit in? How can they complement contact centers to provide and user-friendly customer care, allowing customers to interact directly with the enterprise and...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
03-26-2012
Filed under:
Filed under: customer experience, contact center, mobile phones, customer service, mobile care, call center, customer care, multichannel, mobile app, mobile enterprise, mobile
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Mobile app downloads continue to grow from strength to strength, breaking records and exceeding analyst expectations. However, a raft of reports — including a recent survey by Pew Research Center's Internet & American Life Project — suggest the appeal of instantly downloading the...
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If you're a consumer-facing organization hoping to use mobile to build a strong, long-lasting relationship with your customers, there’s some good news! A new survey shows that smartphone owners are increasingly downloading not just games but customer service apps - especially from their mobile...
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You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future conversations will be with the phone itself. You’re...
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Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use a tablet, the research company predicts. Those...
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Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. This blog details the results of a survey that Nuance commissioned to uncover customer channel preferences for...
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Today, very few of us can deny that social media has broad based influence on brand awareness. Specifically, social gaming really has impacted enterprise customer experience - evidence Farmville. Facebook, the number one social networking site on the internet, most certainly influences consumer brand...
Posted to
Customer Experience Experts Blog
by
Ilene Kaminsky
on
11-02-2010
Filed under:
Filed under: customer experience, branding, multimodal, Insurance, Facebook, 3UK, multichannel, Farmer's Insurance, social advertising, social media, Farmville, Zynga, social gaming
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Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when sometimes I never expected to sleep in my own bed...
Posted to
Customer Experience Experts Blog
by
Ilene Kaminsky
on
04-08-2010
Filed under:
Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel
