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12.01.2019
Friedrich Streng
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Three Trends Driving A Shift Towards Customer Self-Service What’s Compelling This Shift In The Traditional Customer Support Model? Today, customers desire instant access and first-contact resolution to their needs. From the consumer’s standpoint, they’re continually seeking instant gratification, immediate delivery, instant service, and most importantly, instant satisfaction. This need for immediacy is impacting the traditional customer support model. Think about it. If you’ve just purchased a new Smart TV, you want to take it out of the box, plug it in, and start enjoying your favorite programs, right? But what happens if it just won’t connect to your Wi-Fi? What do you do? The last thing you want to do is sit on the phone for upwards of 30 minutes waiting to speak to a representative. And as it turns out, neither do the rest of the consumer pool! Here are three trends that are causing a shift towards customer self-service: Personal Preferences Let’s quickly return to our example of the new (but malfunctioning) Smart TV. In today’s world, consumer preference is shifting towards self-service, as opposed to traditional troubleshooting and customer support. Seriously, do you want to contact a call center to find out why your new TV won’t connect to the internet? Would you instead file a support ticket? Or would you try a chatbot to see if you can self-serve your way to an answer? I assume the latter. As it turns out, according to major industry research firms like Gartner and Forrester, self-service is one of the fastest growing channels within the customer support sector over the past five years and the channel of choice for the last three. 79% of customers would rather use self-service than a human-assisted support channel (Forrester). Funnily, 33% would rather “clean a toilet” than wait on hold for a support agent (Aspect CX Survey)! Machine Learning You’ve probably noticed the recent influx of technologies like chatbots and other AI-driven solutions on the internet in past years, but have you interacted with a chatbot in a customer-service situation? When built well, chatbots can gain a deeper insight into customer satisfaction by learning about related issues, troubleshooting solutions, and customer concerns. Read more about the role of chatbots in customer experience. With the recent influx of AI and machine learning technology, businesses have seemed willing to implement the new technology into their customer support models because it presents a specific type of low-risk, high-reward kind of situation for companies. Machine learning works by continually absorbing information. So, as customers continue to interact with chatbots and other forms of AI, it grows in intelligence and can offer more effective solutions – and perhaps its most impressive feature is that most customers aren’t even aware that they’re not chatting with a human. Because chatbots are quick, efficient, and somewhat helpful, consumers would rather self-service and self-troubleshoot their issues through the web. Customer Success Now Trumps Customer Support The Customer Support role is increasingly coming under the purview of the executive running Customer Success. Consider the metrics that matter most to a well-run support team today. If you think it’s cost followed by customer satisfaction, you would have been right five years ago. Today due to the strong adoption of subscription-based business models, renewals (customer retention) and upsells (organic growth within the customer) trump any cost-saving KPIs. However, customer success that comes from customer satisfaction means better and more timely support. Creating this type of support with just customer support staff is neither easy or scalable. Automation and self-service, therefore, are critical in any customer success practice.  http://customerthink.com/three-trends-driving-a-shift-towards-customer-self-service/
07.01.2019
Friedrich Streng
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What You Need to Know to Take Your Customer Service to the Next Level Alexander Shum  - January 4, 2019 0 How Educating Your Employees Leads to Happy Customers Customer experience should be at the center of any business, regardless of industry. Unfortunately, in my experience this typically is not the case . Frustrations in my regular dealings with salespeople, be it enterprise or retail, have led me to write this series addressing the problems that exist within today’s customer experience. In my previous post, I explored why today’s customer experience is just not cutting it, and the implications this has for businesses. Today I will be looking at one major contributor to poor customer service and some potential solutions. The Problem: Improper distribution of employee information. Picture this: You have a basic question but the employee you are interacting with has no idea how to answer it. They must put your transaction on hold to go “ask a manager”. This is frustrating to all involved: Customers don’t have time to wait for answers. Employees don’t enjoy feeling unhelpful and uninformed. Managers have bigger problems to deal with. Interactions like this can seriously tarnish the reputation of your entire business and hurt your bottom line. Let’s start with the facts: Knowledgeable employees are a huge part of providing seamless customer experiences. According to American Express Customer Barometer 2017 survey, 62% of respondents report that representatives’ knowledge and resourcefulness is key to a positive experience. http://customerthink.com/what-you-need-to-know-to-take-your-customer-service-to-the-next-level/
15.12.2018
Friedrich Streng
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How will AI change the web development in future? Amit Agrawal  - December 14, 2018 0 29 views   AI is present everywhere – from chatbots to virtual assistants, AI is used in day to day activities. Virtual assistants like Siri and Cortana are helping the users by processing their queries on the internet via voice. They are capable of performing the simple task like playing music, setting the alarm, and providing weather reports. Home assistants like Google home and Amazon Echo are also offering the users simple activation of home appliances. AI is slowly but certainly creeping in our daily lives. https://customerthink.com/how-will-ai-change-the-web-development-in-future/
15.12.2018
Friedrich Streng
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Das sind die 5 Tech-Trends für 2019 Das Jahr 2018 neigt sich langsam dem Ende entgegen. Aus technologischer Perspektivgab es in den vergangenen Monaten einige spannende Entwicklungen - rund um Blockchain und Künstliche Intelligenz etwa. Oscar Jazdowski, Co-General Manager der Silicon Valley Bank in Deutschland, wagt nun in unserer Gastbeitragsreihe "Nerd Alert" den Blick in die Glaskugel und erläutert seine Tech-Trends für 2019.
01.12.2018
Friedrich Streng
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Post erhöht Porto für Abo-Zeitungen. Post will das Porto für Zeitungen bis 100 Gramm erhöhen, berichtet die dpa. Betroffen seien vor allem Regionalblätter, aber auch die "Junge Welt", für die statt wie bisher kalkuliert eine Steigerung von 2,8 % eine von 28,5 % anfalle - jährlich rund 90.000 Euro zusätzlich. Der BDZV kritisiert, dass die Post das Porto einseitig erhöht habe und nicht wie sonst üblich zuvor das Gespräch gesucht habe. Laut dem Verlegerverband stellt die Post in Deutschland rund 10 % der Abo-Auflagen aus, das Gewicht der Zeitungen läge aber im Schnitt bei 160 Gram.handelsblatt.com Tags: Zeitungen http://www.turi2.de/aktuell/post-erhoeht-porto-fuer-abo-zeitungen/
01.12.2018
Friedrich Streng
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How to Turn Your Social Media Followers Into Customers Are you looking for ways to generate sales from your social media accounts? Most businesses are. But all too often, we post great content, create conversations, and increase our numbers of followers with no return on our investment.Not good!The work we do on social media - including posts, photos, gaining followers and engaging those followers – will not be worth it if we don’t generate new sales leads. Ask yourself this: what do your current followers actually do for your business? Are they helping you gain new followers? Are they turning into actionable sales leads? Yes, social media marketing needs to be a key part of your business strategy. But it doesn’t just happen. It requires work, planning and execution - then more work, adjustments, and continued execution. Let’s take a look at how to use social media to convert social media conversations into actionable sales leads. https://www.postplanner.com/blog/how-to-turn-social-media-followers-into-customers
26.11.2018
Friedrich Streng
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Neue Erlösquellen für Fach-, Special-Interest- und Regionalverlage durch B2B-Kunden Kleine und mittlere Unternehmen suchen nach Fach- und Regional-Inhalten für ihre Website, da deren Endkunden sich zunehmend online von der fachlichen Kompetenz überzeugen möchten. Die Unternehmen haben meist weder Zeit noch andere Ressourcen, diese Inhalte selbst zu erstellen – hier können Verlage digitale Partner werden. (Bild: shutterstock/Iconic Bestiary) http://www.turi2.de/aktuell/anzeige-b2b-kunden-eroeffnen-verlagen-neue-erloesquellen/
26.11.2018
Friedrich Streng
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Oliver Wurm legt das Grundgesetz als Magazin an den Kiosk. Print-Politik: Oliver Wurm schenkt dem Grundgesetz zu seinem 70. Geburtstag einen Auftritt in Print und verlegt den Gesetzestext in Magazinform. Ab dem 28. November liegt der vollständige Text, ergänzt durch Fotos und Infografiken, für 10 Euro am Kiosk. Das Heft mit 124 Seiten kommt mit einer Startauflage von 100.000. t-online.de Tags: Politik, Zeitschriften http://www.turi2.de/aktuell/oliver-wurm-legt-das-grundgesetz-als-magazin-den-kiosk/
22.11.2018
Friedrich Streng
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Ein Kundenberater, der cool bleibt, wenn man ihn anbrüllt, dürfte vielen wohl zunächst einmal suspekt erscheinen. Aber es gibt durchaus Qualitäten virtueller Kundenberater, die die Befragten schätzen. Längst verändert die digitale Transformation auch den klassischen Kundenservice. Konkret geht es oft um die Entwicklung von Chatbots und virtuellen persönlichen Assistenten, die locker bleiben sollen, wenn die Situation es erfordert, und gleichzeitig im Bruchteil von Sekunden Daten durchforsten. Wenn so viel neue Technologie im Spiel ist, liegt die Frage nahe, wie der Kunde selbst es findet, wenn er mit derartigen IT-Kameraden zutun hat. Um das herauszufinden, hat das Beratungsunternehmen Bearingpoint im Rahmen einer Studie 1.006 Personen zwischen 18 und 65 Jahren in Deutschland zu ihren Einstellungen und Erfahrungen zu Chatbots und virtuellen persönlichen Assistenten im Kundenservice befragt. Deren sogenannte „digitale Affinität“ sei anhand eines Fragenkatalogs ermittelt worden, teilen die Studienautoren mit. 75 Prozent der Befragten hätten eine „hohe“ und 25 Prozent eine „niedrige“ digitale Affinität aufgewiesen.
17.11.2018
Friedrich Streng
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Was kommt nach der Digitalisierung? t3n 54 schaut in die Zukunft Die Digitalisierung ist in vollem Gang – aber wo wird sie uns hinführen? Welche Herausforderungen werden wir mit ihrer Hilfe lösen, vor welche neuen Probleme stellt sie uns ? t3n 54 wagt den Blick ins postdigitale Zeitalter. „Wie die Luft und das Wassertrinken wird Digitales nur durch seine Ab- und nicht Anwesenheit bemerkt werden. Computer werden ein umfassender, wenn auch unsichtbarer Teil unseres Alltags sein: Wir werden in ihnen wohnen, sie tragen, sie sogar essen.“ Mit diesen Worten beschrieb der Wired-­Kolumnist ­Nicholas Negroponte 1998 unter dem Titel „Beyond Digital“, wie er sich die Welt nach der Digitalisierung vorstellte. Zwanzig Jahre später haben sich viele seiner Annahmen bewahrheitet oder sind zumindest auf dem Weg dorthin – Smarthome, Smart Cities, Wearable Tech und selbst Edible Tech sind keine abstrakten Zukunftsvisionen mehr.  https://t3n.de/news/t3n-54-was-kommt-nach-der-digitalisierung-1125631/
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