25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience
Callminer
DECEMBER 7, 2020
Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.
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The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.
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Is The Move to Self-Service Better For Your Organization Or The Customer?
Beyond Philosophy
JUNE 9, 2022
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.
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Empower Customers With Self-Service Blog #2
Enghouse Interactive
SEPTEMBER 1, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.
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Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat
ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Share documentation .
How Self-Service Options Enhance Customer Experience
Calltools
SEPTEMBER 6, 2023
Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. According to Cisco, implementing AI chat resources has improved the customer experience for 53% of call centers. If you don’t, your customers may choose to turn to those companies.
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Modernize Your Customer Experience with Self-Service
ConvergeOne
FEBRUARY 22, 2022
In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.
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Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR
ShepHyken
NOVEMBER 15, 2019
This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Leverage Your Data.
The State of Customer Self-Service Today
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.
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Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience
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. Customer experience has not been left behind.
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Leveraging Self-Service Solutions: A Cost-Effective Approach to Enhancing Customer Experience
Zappix
MARCH 27, 2024
According to recent research conducted by CMP, self-service solutions emerge as a key strategy in achieving both objectives. A staggering 59% of companies acknowledge that increasing customer adoption of self-service is crucial for cost reduction.
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Empower Customers With Self–Service Blog #3
Enghouse Interactive
SEPTEMBER 10, 2020
It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.
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Empower Customers With Self–Service Blog #1
Enghouse Interactive
AUGUST 26, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. What Do Customers Need?
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The Importance of Customer Self Service Portal
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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Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023
Comm100
FEBRUARY 6, 2023
To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.
Gen Z and your Customer Self-Service
Creative Virtual
MARCH 31, 2022
Customer service and CX expert, Shep Hyken recently published his 2022 ACA Study: Achieving Customer Amazement – download a full copy of the report here – which explores the state of customer service and customer experience.
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Transforming Customer Support: Unleashing the Power of Digital Self-Service
Zappix
FEBRUARY 1, 2024
In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.
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Guest Blog: “Zhuzhing Up” Humans in the Contact Center
ShepHyken
JUNE 28, 2019
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.
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Guest Blog: Don’t Make Me Wait
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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Enhancing Holiday Customer Experiences: The Power of Visual IVR and Self-Service Options
Zappix
DECEMBER 20, 2023
As businesses prepare for the influx of customers seeking products, services, and support, the importance of efficient customer service cannot be overstated. The post Enhancing Holiday Customer Experiences: The Power of Visual IVR and Self-Service Options appeared first on Zappix.
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Guest Blog: Don’t Waste My Precious Time
ShepHyken
MAY 5, 2017
This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken.
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Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience
Creative Virtual
APRIL 30, 2020
Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. In a recent blog post, my colleague Laura Ludmany talked about the sharp increase of traffic Creative Virtual’s banking virtual agents had experienced over the previous month. Only time will tell. Hungry for more stats?
Best strategies for customer self-service
ViiBE Blog
SEPTEMBER 29, 2023
ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?
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Why voice self-service is a crucial component of any successful CX and EX strategy
3CLogic
MAY 31, 2024
Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.
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5 Best Practices for Great Self-Service Customer Support
Fonolo
MARCH 12, 2020
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. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Make it Easy to Find.
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eBook: 10 Ways You Can Improve the Customer Experience Through Self-Service
Aspect
OCTOBER 6, 2017
In today’s day and age, providing a great customer experience is a must. By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. One key aspect of a great customer experience, that is more in demand today than ever before, is self-service.
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88 How to Make Your Customer Experience Convenient
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.
Building The Contact Center of Tomorrow. Better Self-Service. More Effective Agents.
SharpenCX
JULY 27, 2023
A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. The state of today’s industry is: high costs, high employee dissatisfaction and turnover, high customer dissatisfaction. Better Self-Service.
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How Does Adopting Contact Center Self-Service Get You $7.91?
Babelforce
JULY 15, 2021
Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access support in this way. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service?
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Guest Blog: The 8 Elements of Customer Support Quality
ShepHyken
NOVEMBER 23, 2018
How easy is it for customers to get in touch with you? Reduce effort for the customers, on the other hand, and you’ll go far in improving the customer experience. In fact, reducing customer effort is shown to be more important to the customer than exceeding expectations. Element #6: Empowered.
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The ROI of digital CX, Part 1: Digital self-service matters—now more than ever
Nuance
MARCH 14, 2022
To maintain a competitive edge, brands have to differentiate on customer experience. And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. This is a summary.
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Best strategies for customer self-service
ViiBE Blog
SEPTEMBER 29, 2023
That is why self-service was invented. In this article, we will introduce the strategies that can help improve it and facilitate the way your customers solve emerging problems with as little time as possible. What is customer self-service? Does it mean that a company does not need customer support?
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5 Ways to Optimize Self-Service Practices
VocalCom
OCTOBER 24, 2017
At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Ask for customer feedback.
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What You Need to Quickly Launch Customer Self-Service
Mindtouch
JULY 13, 2020
A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks.
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Guest Blog: How Millennial’s are Changing the Customer Service Landscape
ShepHyken
DECEMBER 28, 2018
Far more inclined to tap a forum or FAQ page for answers, they have downright driven the decision for companies to beef up their self-service portals. The post Guest Blog: How Millennial’s are Changing the Customer Service Landscape appeared first on Shep Hyken. Compare that with 10-15 hours of screen time!
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Guest Blog: Voice – Still The Most Important Customer Service Channel
ShepHyken
JUNE 16, 2017
Approaches to customer service are continually shifting to keep up with how people adopt new technology. Self-service, web chat and chat bots gain in popularity. But which customer service medium is the most effective? Most customers will visit an organization’s website as their first point of interaction.
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The ROI of digital CX, Part 3: How to build a business case for digital self-service
Nuance
JUNE 15, 2022
We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers. Visit Nuance's What's next blog to see the full content. This is a summary.
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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals
ShepHyken
NOVEMBER 30, 2018
Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.
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5 Web Self-Service Essentials
Mindtouch
APRIL 11, 2018
If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible. Optimize for mobile.
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In the Shadow of a Recession: How Confidence Can Make or Break Your Customer Experience
Beyond Philosophy
MAY 15, 2023
People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?
Guest Blog: 8 Exciting Ways AI Delights Customers
ShepHyken
AUGUST 31, 2018
Self-service. You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things).
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The evolution of self-service technologies and the customer experience?
Aspect
JUNE 20, 2018
The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.
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The Impact of Customer Experience Developments on the Future of Self-Service
Creative Virtual
APRIL 22, 2020
While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and consumer expectations.
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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining
Beyond Philosophy
JANUARY 20, 2022
Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.
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