TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Self-Service. The evolution of digital twins. Stay tuned.

Technology 176

Technology Customer Support Technical Support Self service 176

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

Customer Service 157

Customer Service Self service Customer retention Surveys 157

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 133

Virtual Agent Self service Contact Center Technical Support 133

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

APRIL 2, 2021

Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. In the U.S. alone, e-commerce now accounts for 16.1%

Customer Service 296

Customer Service Metrics Self service Average Handle Time 296

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

B2B 385

B2B Journey mapping B2C Telecommunications 385

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Firms today should focus on providing top-notch service.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Fonolo

NOVEMBER 5, 2020

With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Your best bet is to plan and prepare in advance, so your agents and customers alike are set up for success! Invest in self-service options.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations. Source: Inc ) Tweet this.

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Wait times Customer Support Transportation Sales 135

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Automation Backed Support.

outsourcing 71

outsourcing Customer Support Engineering Self service 71

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

TeamSupport

APRIL 12, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. When self-service is a better alternative to submitting a ticket.

Self service 58

Self service Customer Support Interactive Voice Response B2B 58

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

TechSee

AUGUST 6, 2020

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Interactive Voice Response 101

Interactive Voice Response Telecommunications Chatbots Big data 101

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

Self service 65

Self service Upselling SaaS Customer Support 65

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. to real-time messaging, simulation, self-service and crypto-currency. 24x7x365 availability and customer support is the new normal. Get Hooked on Real-Time Messages.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

UJET

DECEMBER 10, 2019

Returns, exchanges, support questions, travel issues, and more come at the end of the holidays and companies will be affected by an influx of support traffic again. How can support teams better handle this busy time? Here are five tips to offer the best holiday customer support possible. Plan for Holiday Support.

Customer Support 84

Customer Support Multichannel Wait times Interactive Voice Response 84

TechSee

OCTOBER 16, 2018

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self service 138

Self service Wireless Chatbots Entertainment 138

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. Most companies use chatbots as a way to manage customer support.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? Personalize the ‘Self-Service’ Experience.

Personalization 167

Personalization Customer Service Self service Feedback 167

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. 2020 was ‘the curb.’ The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

REVE Chat Blog

APRIL 8, 2020

Here are four solid reasons why increasing customer satisfaction is beneficial for your brand. Reduce customer churn – When you resolve the customer queries proactively with the help of self service options or by real time engagement tools, customers are more satisfied and there is a reduction in the churn rate.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

Fonolo

DECEMBER 17, 2019

With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. Over the last few years, social media and chat-based customer support have added an array of new channels to the contact center, each with their own nuances. Contact Centers Will Change in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? Personalize the ‘Self-Service’ Experience.

Personalization 148

Personalization Customer Service Self service Feedback 148

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Chatbots contribute to cost-saving by reducing overhead and reducing interaction times with customers.

Customer Service 119

Customer Service Chatbots Self service Advertising 119

Talkdesk

NOVEMBER 16, 2020

2020 has been an extraordinary year for brands and retailers. Due to this year’s protracted shopping season, you might expect that it would make for a relatively smooth holiday experience for customers. But 2020 is no ordinary year. Promote self-service options front-and-center. The same goes for self-service.

Call Center 105

Call Center Self service Wait times Sales 105

Solvvy

DECEMBER 17, 2019

But how is AI being utilized in customer experience today, and how will it be utilized moving forward? Nearly all of the companies who have implemented AI in their CX and customer support have reported meaningful benefits such as revenue increase and cost reduction. CX AI – A Great Wave to Ride.

Self service 62

Self service Banking Chatbots Technology 62

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

TechSee

JANUARY 18, 2018

billion by 2020. Self-installation delivers ROI while smoothing the path to IoT adoption. To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. According to Gartner, Inc.,

Customer Service 95

Customer Service Self service Technical Support Surveys 95

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! To give you a better idea of what our customers have to say, here’s a short recap of some of our recent reviews: Beth R. ,

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Self service Technology Chatbots Best practices 62