Jan 5, 2023
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By Aneta Ranstoller
Brands face unique challenges heading into 2023 as they balance the variety of changes the last few years have brought on—a looming recession, staffing shortages across all industries, and significant shifts in consumer behavior and expectations brought on by the pandemic. The only certainty is that the quality of customer experience (CX) is more important than ever. There’s a good reason why you should be ranking CX high in your priorities for the coming year.
Dec 7, 2022
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By Aneta Ranstoller
I’ve never flown with Frontier Airlines, but I know people who have. Imagine this. You’re at the gate waiting to board as the scheduled flight departure time is here. Agents on the ground are trying to check passengers in and deal with last-minute changes and requests. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone.
CX that Fits Like a Glove? Top 6 Takeaways from Netomi's eCommerce Customer Service Benchmark Report
Dec 6, 2022
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By Can Ozdoruk
It’s no surprise that eCommerce is booming worldwide, and the pandemic has only fueled its surge. How are eCommerce brands performing from a customer service standpoint? Are they delivering the speedy resolutions that consumers have grown to desire and expect? As eCommerce and CX go hand in hand, Netomi’s research team set out to investigate. This time around, we opted to narrow our scope of focus.
Dec 3, 2022
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By Dylan Max
Chatbots are used by 1.4 billion people today. Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks.
Nov 23, 2022
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By Dylan Max
Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before. They want convenience, personalized service, and seamless interactions across multiple channels and touchpoints.
Nov 21, 2022
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By Mani Makkar
High inflation, talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” In short, it’s a tough market out there, and CFOs are feeling the pressure – as per Gartner, 47% find it difficult to find and hire enterprise talent, 50% still see a significant wave of workforce resignations, while 48% believe that supply chain volatility and shortages will last beyond 2022.
Nov 14, 2022
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By Amy Wallace
Preview in new tab In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! The “SaaS sprawl” created by the widespread adoption of SaaS solutions – from personal productivity tools to business applications – is real.
Nov 12, 2022
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By Can Ozdoruk
Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.
Nov 11, 2022
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By Can Ozdoruk
Today we’ll be exploring Zendesk Answer Bot. Companies of all sizes are adopting AI to automate resolution of the 265 billion customer support requests made every year. A customer support chatbot serves as the first line of defense to respond to customers and help resolve a customer’s questions before looping in a human. As a result, the best chatbots can help save up to 30% of customer service costs while also improving the customer experience.
Nov 7, 2022
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By Amy Wallace
A terrific customer experience (CX) is vital across industries and organizations both large and small – from retail to travel and telecommunications. Because, today, it’s pretty competitive out there, customer preferences and loyalties are shifting, and choices abound. Yet just how great of an impact can it have on companies and their customers?
Jan 12, 2023
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By Netomi
Maranda is a huge proponent of baking in efficiency in the customer service processes and building scalable processes that grow with the team. Join Maranda and Aneta from Netomi to learn about how to build a recession-proof CX strategy for 2023.
Nov 11, 2022
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By Netomi
Taking a customer-centric approach to business is one of the best ways to develop a winning customer experience! Hear from Andrew Carothers, Digital Experience Leader @ Cisco, as he talks about the importance of brands adopting a customer-centric business approach. "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.
Nov 3, 2022
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By Netomi
Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Gratia Carver (VP & Chief Experience Officer @ Blue Cross and Blue Shield of Kansas City) about essential tools in CX, the importance of empathy, omnichannel strategies - and more!
Sep 8, 2022
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By Netomi
Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Andrew Carothers (Sr Manager, Digital Experience @Cisco) about the customer-centric business model, emerging trends in CX, crucial skills in the field - and more! "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.
Aug 17, 2022
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By Netomi
Welcome to our first episode in a new series where we interview influential CX Leaders. Recently we spoke to Irit Eizips (Founder, Chief Customer Officer, and CEO @CSM Practice ) about measuring success in Customer Success, important skills in the field, advice for new professionals - and more! "Irit Eizips is a world renowned thought leader who has been pivotal in shaping Customer Success methodologies and best practices. Since 2013, she has been consistently voted top Customer Success strategist and influencers.
Jul 12, 2022
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By Netomi
Zinus improved their ticket backlog 60x with Netomi - from 3,000 to less than 50! And the results just get 'bed-er'! Read more in our latest case study!
Jul 8, 2022
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By Netomi
There are a lot of ways to deliver an excellent customer experience - one of those ways is by designing the ideal customer journey! Hear from Nick Mehta, CEO at Gainsight, as he talks to Puneet Mehta (CEO of Netomi) about the importance of creating a customer journey that works for every customer.
Jun 29, 2022
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By Netomi
Hear from Rupal Nishar (Vice President of Customer Success, Netomi) as she talks about why leadership was so important in her decision to join Netomi! Netomi helps companies deliver higher quality customer experiences at scale with AI.
Jun 21, 2022
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By Netomi
After careful analysis of 20 of the largest airlines in North America, the report cards are in! Here are highlights from our recent Airline Customer Service benchmark report. Netomi helps companies deliver higher quality customer experiences at scale with AI. 2022 Airline Customer Service Report | Ft. WestJet, Spirit, American, Delta, and more\
Jun 17, 2022
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By Netomi
Hear from Tania Hoque (Director, Digital Planning, Rogers Sports & Media) as she talks about her predictions for the future of CX - including the important role empathy will play! Netomi helps companies deliver higher quality customer experiences at scale with AI. The Importance of Human Empathy in the Future of CX | Ft. Tania Hoque, Rogers Sports & Media
Sep 22, 2021
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By Netomi
As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it's easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. This Customer Service Benchmark Report uncovers how 2,000 of the world's largest ecommerce companies provide customer support on the leading support channel: email.
Sep 22, 2021
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By Netomi
Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient and fast. There are no hold times. It mirrors existing user behaviors. Nearly everyone who uses technology, from boomers to Gen Z, is comfortable sending customer support email.
Sep 1, 2021
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By Netomi
Consumers typically don't have an emotional connection to telecom companies. They are universally regarded as the same with little differentiation in service, quality or price. Providing a positive customer experience is a fruitful area for telecoms to differentiate and drive customer retention. With email remaining the preferred digital channel for telecom customer service, our study revealed that companies have a long way to go. Only 53% of companies had an easily accessible email address and of these companies, 65% completely ignored customer emails.
Sep 1, 2021
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By Netomi
Customer service is more important today than ever. A company's ability to resolve issues quickly, conveniently and with little effort from customers has become as essential as product, quality and price.
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Automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email and voice.
Netomi resolves up to 90% of your customer queries that come in via email, chat, messaging apps, voice and SMS. Netomi AI understands the customer’s intent and can fully resolve her query in autopilot mode leveraging your backend systems. You can rely on Netomi AI to provide immediate, accurate & respectful resolutions over any channel your customers prefer, freeing up your agents to focus on higher-value tasks.
Enjoy incredible results with AI:
- Customer Happiness: What do you get by effortlessly resolving your customers issues on every channel? Long-term loyalty, profitable relationships and customer satisfaction increases of 24%.
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Resolve your customers’ needs instantly on any channel.