Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service Engineering First call resolution Contact Center 48

The Petrova Experience

DECEMBER 29, 2020

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. What is Self Service? To begin, let’s define self-service.

Self service 59

Self service Airlines Healthcare Transportation 59

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Building Trust between Customers and Startups appeared first on Talkdesk.

Self service 80

Self service outsourcing Customer centricity Customer Service 80

Eckoh

NOVEMBER 26, 2019

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. When this happens, there's only one thing to do.

Self service 52

Self service Contact Center Benchmark Customer Service 52

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Follow on Twitter: @Hyken.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

SEPTEMBER 4, 2017

One of the leading trends in customer service is a much stronger emphasis on visual support methods. I love using video as a way to deliver a great self-service customer support solution. The best videos are “how to” videos that teach customers how to best use your products and services. Follow on Twitter: @Hyken.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

SmartAction

NOVEMBER 7, 2018

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. AI-enhanced Self-Service Examples.

Self service 80

Self service Virtual Agent Contact Center Customer Support 80

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self service 53

Self service Personalization Customer Service 53

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Steve DiGioia

JANUARY 9, 2017

Self Service. As I mentioned in a previous article entitled “ The Shocking Truth About Self Service ”, if we are to believe that installing self serve check-out counters are in the customer’s best interest, why not install more and really do away with the live cashier altogether? Source: [link]. Source: [link].

Advertising 100

Advertising Self service Personalization Technology 100

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. The report contains data of the base year 2018 and historic year 2017.

Self service 52

Self service Marketing Technology Personalization 52

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. That's because self-service doesn't always work as intended.

Self service 48

Self service Advertising Airlines Accountability 48

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. In a world of Alexa, iRobot and self-driving vehicles, we should be surprised if robots did not make their way into the contact center. The post A Look Back on 2017 appeared first on Aspect Blogs.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self service 45

Self service Education Customer Support Customer Service 45

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Use of Self-Service Technology. Wed, 07/12/2017 - 13:22. self service.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Self service Analytics 48

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog. Thousands have asked for it, many have tried to get on it, but few have made the final cut.

Consulting 91

Consulting Consulting Engineering CRM 91

Revation Systems

DECEMBER 11, 2017

Interestingly, there are 5 top trends that drove the digital change for contact centers in 2017. Self-service. Along with the ability to conveniently communicate anywhere, anytime, digital transformation has also become popular with consumers who want to help themselves when they need customer service. Omni-channel.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It provides automation and analysis of customer interactions, delivering efficient self-service. Don’t believe me? appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

Vonage

FEBRUARY 23, 2017

Consumers expect self-service customer support options. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep. Customer service centers need updating. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Customer Experience 40

Customer Experience Self service Contact Center Customer effort 40

ShepHyken

NOVEMBER 20, 2017

6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Retail Customer Experience) To assess today’s state of self-service, eGain did some mystery shopping on leading websites, including those of retailers. My Comment: AI fueled customer service is under a microscope.

Customer Service 96

Customer Service Personalization Upselling Self service 96

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Scott Kennedy – President of Financial and Retail Services, Target.

Self service 40

Self service Customer centricity Feedback Metrics 40

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Building Trust between Customers and Startups appeared first on Talkdesk.

Self service 40

Self service outsourcing Customer centricity Customer Service 40

Talkdesk

OCTOBER 30, 2017

At Dreamforce 2017, we are excited to share our crazy ideas with you to help your company differentiate from the competition and give your customers the experience they want. Instead of describing an unsuccessful self-service attempt to an agent, the caller is greeted by an empowered agent who can skip directly to the resolution.

Contact Center 40

Contact Center industry standards Self service Accountability 40

SmartAction

JULY 10, 2024

About Capacity Founded in 2017, Capacity is a support automation platform that uses practical and generative AI to deflect tickets, emails, and phone calls—so your team can do their best work. Capacity offers solutions for self-service, agent assist, and campaigns & workflows to over 2,000 companies to help automate their support.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. Clearly, digital tools are not just for the younger generation. That is far from the truth. One in five people over 50 have a Twitter account.

Customer Service 134

Customer Service Self service Accountability Customer Experience 134

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 40

Customer Experience Customer centricity Self service Marketing 40

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self service 202

Self service APIs Surveys Analytics 202