Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Do you remember how many times you went into a bank for ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

If your customers reach out to you for customer support or for problems to be resolved, this is must-have information. In my annual customer experience research, we asked more than 1,000 U.S.

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

While customer service is largely centered around human interaction, it’s largely been powered by non-human automation lately. While automation has allowed companies to address staffing challenges and ...

Did you know Growth Quarters is taking the stage this fall? Together with an amazing line-up of experts, we will share key insights into entrepreneurship during TNW Conference 2021. Secure your ticket ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

U.S.-based Research by Vonage explores consumer sentiment around AI for customer support, highlighting perceived benefits and lingering concerns HOLMDEL, N.J., Nov. 21, 2024 /PRNewswire/ -- Improved ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

U.S.-based Research by Vonage explores consumer sentiment around AI for customer support, highlighting perceived benefits and lingering concerns These findings demonstrate consumers have grown ...