Top Support Trends to Watch in 2022

January 5, 2022

As many as 90% of Americans consider customer support quality when deciding whether to do business with a company, according to Microsoft. In addition, attracting new customers is over five times more expensive than retaining existing ones. Providing excellent support starts with hiring and...

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5 Digital Updates for Customer Support Agents

December 22, 2021

Consumer acceptance of bot-driven support is rising with as many as 42% interested in using an augmented-reality service bot to help them with setup and repairs according to CGS. Because customers are becoming increasingly adept at working  with AI technology, and technology is improving, by the...

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3 Reasons Outsourcing Customer Support Gives a Competitive Edge

November 24, 2021

From 2015-2020, the global market for outsourced customer experience services grew from $66.1B to a staggering $82.6B, according to Statista. This increase represents multiple benefits that outsourcing customer support offers across virtually every industry. By outsourcing support, a business...

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7 Ways to Ensure You’re Ready for Peak Season

October 26, 2021

Holiday sales are projected to grow by at least 7% this upcoming peak season, according to CNBC. The news outlet also noted that shopper disappointment is likely to be a common theme as staffing issues and supply chain-related delays abound. A continuing trend is an increase in online shopping...

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What’s All the Hype about Hyper-Personalization?

September 30, 2021

Up to 75% of consumers are more likely to buy again from a company that knows them from their prior behavior, according to ARK Invest. It's this concept that prompted the strategy of personalizing customer interactions and product offers. Today hyper-personalization takes the same concept and...

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F2P to Paying: Player Analytics Is the Secret to More Spending

September 30, 2021

Up to 75% of total gaming revenue comes from in-game purchases, according to ARK Invest. In contrast, only 20% of gaming revenue originated from in-game purchases in 2010. And looking ahead, a staggering 95% of all global gaming revenue could come from in-game purchases by the year 2025.

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F2P to Paying: Boosting Conversions with Player Support

September 1, 2021

The global mobile gaming market is projected to generate $90.7 billion in consumer spending in 2021, according to Newzoo. Since these games are free to play, you may be wondering how the market became so lucrative. In short, it’s from in-game enticements designed to help players progress past an...

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Is Big Data Dead? Not If You’re in Customer Support

August 18, 2021

Experts predict a 180% increase in the amount of data consumed globally from 2020 to 2025, according to Statista. That’s a growth of 116 zettabytes in five short years. At the same time, there will be an enormous disruption occurring across the customer support industry. Users continue to...

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To Bot or Not to Bot: 3 Tips for Getting It Right

August 4, 2021

70% of customer interactions will use emerging technologies like chatbots, machine learning (ML) and mobile messaging by 2022, according to Gartner. As customer journeys continue to move increasingly online, the digital experience a company delivers within and across channels can make or break a...

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7 Tips to Hear the Voice of Your Customer

July 20, 2021

More than 9 in 10 companies plan to invest in customer feedback management by 2023, according to Bain – up from 74% today. What’s driving the increase? A need for more insights into customer perceptions, expectations and experiences.

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