inSided

JULY 30, 2021

In June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

Self service 52

Self service Customer Experience 52

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. My Comment: AI fueled customer service is under a microscope.

Customer Service 96

Customer Service Personalization Upselling Self service 96

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

Interactions

APRIL 2, 2025

Its critical to provide a seamless transition between a self-service IVA and agent, or the customer may be reluctant to use self-service in the future. 92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self service 79

Self service Customer Service Best practices Technology 79

CCNG

JANUARY 11, 2023

The New Shift Providing exceptional customer service is certainly not a new concept. It’s been a theme across business books, case studies, and articles. Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means).

Customer Service 195

Customer Service CCNG Education Self service 195

Mindtouch

FEBRUARY 6, 2020

A recent case study from Search Engine Land got us thinking about the tie between content and customer lifetime value (CLV). The study is about an e-commerce company that did something bold: it pulled down all of its “informational” website content. Any guess what happened next? Why have informational content in the first place?

Self service 21

Self service Engineering Sales Customer effort 21

Aspect

SEPTEMBER 7, 2017

The General recognized that customers want to manage tasks on their own — without talking to an agent — and saw an opportunity for additional self-service tools beyond the website. Read the case study here. The post How The General Meets the Needs of Their Customers Using Aspect CXP appeared first on Aspect Blogs.

Interactive Voice Response 92

Interactive Voice Response Self service Management Customer Service 92

CSM Magazine

SEPTEMBER 26, 2023

LOOP is taking that same disruptive approach to providing their customers with excellent customer service powered by the efficiency of AI so that LOOP’s customers benefit from better rates. AI Self-Service Beyond Anything Imaginable Before LOOP’s AI Assistant is able to answer far more complex questions than prior generations of chatbots.

Self service 64

Self service Chatbots contact center solutions Contact Center 64

CSM Magazine

FEBRUARY 18, 2025

In a recently published case study, Churches’ CEO, Charlie Haynes, put it perfectly when he said: “The IC&A solution has been a game-changer for us. In Churches’ case, what could have been a potentially wasted investment has instead turned into a masterclass in smart decision-making.

Customer Service 52

Customer Service Self service Technology Service level 52

BlueOcean

APRIL 7, 2025

In their answers to the following questions, your potential partners should address AI-powered toolsincluding chatbots, self-service, and machine learningindividually and as part of a holistic strategy. Describe your current AI capabilities and services. Dont settle for contact centers that treat AI like a singular solution.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

CSM Magazine

JANUARY 28, 2025

Certifications and Courses For businesses offering complex services, structured programs that certify customers in using your products can instill expertise while building credibility in your brand. How Can Customer Education Benefit Your Business? Enhances Customer Experience A well-informed customer is an empowered customer.

Education 52

Education Upselling SaaS Self service 52

Kayako

APRIL 14, 2016

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. So how can interactive video fit into your self-service support offering? Why use video in self-service support? Read on to find out! Read on to find out!

Self service 48

Self service Best practices Customer Support Marketing 48

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Nicereply

DECEMBER 17, 2024

Here’s why: User Experience CES provides actionable insights that can guide improvements across various touchpoints in the customer journey , whether it’s simplifying a checkout process, enhancing self-service options, or improving the clarity of product information.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

West

JUNE 28, 2018

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire. million per year thanks to self-service optimizations.

Self service 48

Self service Customer Service Interactive Voice Response Contact Center 48

TechSee

JULY 14, 2020

When a technician visit is necessary, customer service agents use a pre-dispatch visual inspection to make sure the technician is fully prepared for the visit, with complete knowledge of the issue and all the right parts and tools. Visual Self-Service.

Self service 109

Self service Enterprise Scripts Contact Center 109

Upstream Works

SEPTEMBER 1, 2020

Utilize Self-Service Options. Lessen this strain by making use of self-service options. Maybe there are stats you can share about the impact customer service has had on the company’s sales, or perhaps there are individual case studies that can be shared about customers’ journeys and interactions with the company.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI For more case studies, ideas and inspiration, visit www.ebi.ai. All this information, along with the customer’s contact details, are visible to the property agent who then has valuable insight into the customer’s situation and buying preferences. About the Author.

Self service 59

Self service Marketing Automotive Transportation 59

TechSee

JANUARY 28, 2020

It’s all about providing fast, effortless and effective self-service. The retail world should see some pretty impactful case studies come out of it, and time will tell if the technology can cut out No Fault Found returns in a meaningful way. And retailers are already beginning to dabble in it. Implications for Retailers.

Wireless 136

Wireless Self service Sales Chatbots 136

NobelBiz

JANUARY 28, 2025

’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals. Whether its through self-service portals, clear instructions, or friendly agents, making the repayment process simple is key to improving CES and increasing successful outcomes.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

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. This not only reduces call volumes but also improves the customer experience by offering immediate solutions.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.

Self service 80

Self service Call Center Interactive Voice Response Contact Center 80

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Case (or “ticket”) volume. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Fonolo

SEPTEMBER 4, 2018

Self-Service Substitution. Self-service is getting better, less error-prone and more popular. Every business has a long-tail of interactions that are too rare, or too volatile, to be worth adapting into self-serve. More here: What’s the Ceiling on Self-Service? Successful Cases Studies.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Concentrix

JUNE 6, 2023

See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions. “How can I help you?”

Interactive Voice Response 62

Interactive Voice Response Self service Customer Service 62

Concentrix

DECEMBER 12, 2024

Discover how a retailer implemented a cloud contact center solution, powered by Amazon Connect, to enable seamless customer interactions across multiple channels.

Cloud contact 62

Cloud contact Contact Center Self service contact center solutions 62

Calabrio

APRIL 11, 2025

Best for: Providing quick access to information during live calls (performance support), reinforcing training, ensuring consistency, facilitating self-service learning. This requires not just the right training but also access to user-friendly, self-service reporting dashboards that don’t demand deep data expertise.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

JULY 10, 2024

The Real-World Impact of AI Agents Numerous real-world case studies illustrate the transformative potential of full automation, especially in fields like enterprise CX, where it can quickly scale to meet the demands of some of the largest global customer bases. The impact on these organizations has been remarkable.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

Momentum Telecom

AUGUST 8, 2024

With access to over 750 carriers, we offer both Momentum managed and self-service options, both supported by predictable monthly pricing and flexible plans for all your business calling needs. Download our datasheet to learn more. DOWNLOAD DATASHEET The post Operator Connect appeared first on Momentum.

Self service 105

Self service Management 105

NobelBiz

FEBRUARY 11, 2025

The caller selects an option (either through voice or keypad), directing them to self-service information or routingthem to a live agent if needed. How IVR Works A customer calls in and is greeted by a pre-recorded or AI-driven voice system. The IVR presents a menu with different options based on the nature of the inquiry.

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

3CLogic

JULY 23, 2024

For example, one strategy is to leverage AI-powered call routing to automatically deflect incoming calls to self-service or live agents depending on an individual's profile, previous history, or identified needs. This unified experience derives from consolidating engagements and record-keeping into a single platform.

Healthcare 105

Healthcare Call Center Self service Contact Center 105

TechSee

AUGUST 11, 2022

Over the last few years, service leaders have embraced computer vision AI and conversational AI to scale, automate and improve service operations. Last week, we launched the Visual Intelligence Studio , a self-service, no-code computer vision AI training solution. Download our Telco Visual Intelligence case study here.

Enterprise 109

Enterprise Engineering Self service APIs 109

Aspect

AUGUST 21, 2019

We will also outline how to get the most out of your existing investment and provide customer case studies so you can see first-hand how we’re simplifying and improving the customer engagement landscape. Interaction management, including inbound, outbound and self-service.

Best practices 70

Best practices Self service Analytics Education 70

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Inbenta

NOVEMBER 3, 2022

In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. CASE STUDY: HEALTHCARE CHATBOT IN GLOBAL PHARMACEUTICAL COMPANY This Fortune 500 pharmaceutical giant needed help with high monthly chat volume. Read full case study].

Healthcare 96

Healthcare Chatbots Morale Transportation 96