Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

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Self service Best practices Analytics Customer Service 125

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

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Self service Airlines Accountability Customer Care 118

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

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Self service B2B SaaS Enterprise 215

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Offer a self-service solution.

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Feedback Self service Best practices Scripts 316

24-7 InTouch

NOVEMBER 18, 2024

Customer self-service can be improved with the help of interactive bots that offer features like FAQ documents and links within a contained conversation. Advanced analytics become possible with SMS’s interactive nature, providing valuable insights for optimizing workflows.

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Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

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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.

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ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. They are useful when the customer service team is not available.

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Technology Customer Experience Complaint resolution Gamification 274

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. As an example, evaluate abandonment within your web self-service channels. To achieve that consistency, define “greatness” within each channel.

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Abandon rate Journey mapping Average Handle Time Customer centricity 260

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

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Customer Experience Scripts Self service outsourcing 170

Connect

APRIL 14, 2025

For instance, integrating AI technologies into chatbots, such as natural language processing (NLP) and machine learning (ML), can offload customer service interactions from agents onto AI-powered self-service channels, empowering contact centre operators to handle higher call volumes. About ‘ Connect.

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Average Handle Time Chatbots First call resolution Cloud contact 66

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

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Self service Virtual Agent Contact Center CRM 59

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Shep Hyken.

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Wireless Banking Analytics Call Center 189

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

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Callminer

APRIL 30, 2018

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. There may be other departments involved too.

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Analytics Self service Sales Customer Care 159

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. FCR measures on a bot-led service provide the ability to measure results from the customer’s perspective.

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Call Center Metrics Contact Center Wait times 561

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. View this article on the publisher’s website. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss.

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Analytics Enterprise Contact Center Quality management 77

Interactions

OCTOBER 23, 2024

And when customers get a taste of a top-of-the-line IVA experience —with highly accurate understanding, automation that feels human, personalization that anticipates intent, and self-service for more complex issues—retailers with poor experiences stand out even more. Whenever possible, we meet with clients weekly.

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TechSee

SEPTEMBER 24, 2019

This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics.

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Customer Experience Self service Banking Analytics 150

NobelBiz

NOVEMBER 19, 2024

Self-Service Options Modern customers value convenience. Self-service tools empower them to resolve simple issues like resetting passwords or checking balances without waiting for an agent. Related Article 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 6.

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Contact Center Call Center Interactive Voice Response Wait times 52

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months. Offering self-service materials and guided walkthroughs helps clients get what they need. .

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SaaS Customer Experience B2B Feedback 193

Wowdesk Blog

JANUARY 31, 2025

In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Customer Self-Service Offers FAQs and knowledge bases, reducing support team workload. Analytics & Reporting Provides insights on performance, response times, and common customer issues.

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Customer Support Multi-channel support Analytics Chatbots 52

NobelBiz

JANUARY 28, 2025

Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. Related Article How To Build an Exceptional Customer Support Service For Your Business? Leverage Real-Time Data Real-time analytics can transform your ability to address issues as they arise.

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Benchmark Contact Center Abandon rate Average Handle Time 52

Calabrio

APRIL 24, 2025

Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. Speech analytics transcribes calls, while text analytics processes digital channels.

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Contact Center Customer Experience Coaching Self service 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Brad Cleveland, Author, Speaker & Consultant.

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Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JUNE 6, 2024

This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources. He discusses the Four Phases of the Contact Center.

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Contact Center Self service CRM Engineering 163

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Articles to Help you Deliver the Best Customer Experience: . Learn from the best in the customer service industry. Articles to Help you be a Stronger Customer Service Industry Leader: .

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Outsource Consultants

OCTOBER 4, 2021

3) Growth of Self-Service Adoption. Traditional customer service, where agents engage with people one-on-one, is a big part of customer service—but it’s not everything. Self-service is customer service too. 67 percent of consumers prefer self-service customer support over live agent assistance.

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outsourcing Customer Service Self service Contact Center 128

CSM Magazine

MARCH 27, 2025

This article dives into how custom interfaces reshape client communication, unpacking the perks, must-have features, rollout steps, and ways to tackle any hiccups along the way. Picture self-service portals where clients track orders, AI chatbots dishing out instant help, or messaging systems linking straight to company reps.

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Chatbots Self service Scripts Wait times 52

Wowdesk Blog

FEBRUARY 4, 2025

From small startups to large enterprises, leveraging the right technology can create a competitive edge in customer service. In this article, we explore how customer support software enhances business efficiency and customer satisfaction, the features that matter, and how to choose the best customer support software for your business.

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Beyond Philosophy

OCTOBER 20, 2022

That said, AI technology provides options for predictive analytics in experiences we never had access to before. First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. One of their clients was a big US bank.

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Banking Contact Center Coaching Self service 195

Myra Golden Media

APRIL 11, 2023

So, if you’re ready to take your contact center to the next level, read this article! This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program.

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Average Handle Time Contact Center First call resolution Analytics 156

Steve DiGioia

MAY 17, 2021

in this Wall Street Journal article. Customer Service Acronyms You Need to Know. The internet has heightened expectations of self-service and responsiveness. And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences.

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Customer Service Personalization Sales Technical Support 341

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Provide real-time communication via live chat, phone, or email.

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Customer Service B2B Chatbots B2C 52

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

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Self service Contact Center Interactive Voice Response Banking 52

Callminer

NOVEMBER 18, 2020

We discuss the topic and provide helpful tips on how to increase the FCR rates in our article, 7 tips for boosting your call center’s FCR. In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved. JourneyPure.

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Contact Center Call Center Gamification Wait times 345