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Customer Service In 2023: CX Front And Center   

Forrester Digital Transformation

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

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Customer Service In 2022: The Times They Are A-Changin’

Forrester Digital Transformation

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it.

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How To Navigate The Generative AI Hype In Customer Service

Forrester Digital Transformation

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]

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Cure The Automation Hangover In Customer Service

Forrester Digital Transformation

AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. Infinitely scalable human-like […].

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Is Bad Customer Service Killing Your Brand?

The Global Small Business Blog

©iStock/designer491 What steps can companies take to make sure that they have a strong customer support strategy? Do you think selling via marketplaces such as Amazon has changed customer support? Is there is a generational divide when it comes to expectations around customer satisfaction? How does it impact a company's growth?

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Chatbots Will Play a Major Role in Customer Service for 25% of Companies by 2027

The Global Small Business Blog

©iStock/hirun Gartner predicts that by 2027, chatbots will play a major role in customer service for 25% of companies. For marketplace owners, it's an opportunity to engage with their online audience in real-time.

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Effective Strategies For Improving E-commerce Customer Service

31 West

In the ever-evolving landscape of e-commerce, providing exceptional customer service is not just a nicety but a necessity. Businesses are constantly searching for ways to enhance the customer experience, streamline operations, and build lasting relationships with their clientele.