ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. In the U.S. alone, e-commerce now accounts for 16.1% of all sales.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self service Technology Customer Service 144

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 132

Virtual Agent Self service Contact Center Technical Support 132

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Implement self-service portals for tasks like billing inquiries, order tracking, or password resets. Act on feedback to improve overall service delivery.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

Customer Service 137

Customer Service Self service Surveys Scripts 137

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact).

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

DECEMBER 19, 2023

She answered a few questions, and once the technology identified her problem, a chatbot popped up. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. She was digitally “hand-held” through the process, which included the chatbot.

Customer centricity 231

Customer centricity Chatbots Self service Feedback 231

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Calabrio

MARCH 26, 2025

This results in low morale, reduced productivity, and high turnover. AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution.

Coaching 78

Coaching Call Center Morale Analytics 78

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

Chatbots 126

Chatbots APIs Surveys Analytics 126

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 97

Chatbots Self service Wait times Customer Service 97

ShepHyken

AUGUST 12, 2022

As your team receives more customer service tickets, it will put a strain on the existing resources, leaving employees frustrated, that may end in a poor customer experience. It is in the interest of any business to reduce customer support tickets and improve customer experience. Create self-service solutions.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. So let’s jump straight in to our first chatbot example. Reducing repetitive work. Offering 24/7 support.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

ShepHyken

SEPTEMBER 22, 2023

This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. Surprisingly, self-service options are provided by fewer than one-third of companies.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. From AI’s continued influence on the CX world and the evolving dynamics of remote work in the wake of the pandemic, to a stronger emphasis on self-service options, we’re exploring six of the most prominent call center trends expected to make waves in 2025.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Toister Performance Solutions

MAY 6, 2021

Instead, it connected me to a chatbot that didn't understand my question. We've all had frustrating experiences with chatbots. Two recent studies from goMoxie reveal how chatbots are sending customers to the competition. Only 26 percent contacted customer service. When they did, a chatbot was the last thing they wanted.

Chatbots 102

Chatbots Banking Self service Surveys 102

ShepHyken

JULY 31, 2020

Indeed, it results in higher customer satisfaction, as 78% of customers said they were better served through co-browsing as opposed to 47% for self-service support. Amtrak, a passenger railroad service, realized how they could use chatbots to hack growth and provide a better customer experience to customers as a result.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

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

TechSee

OCTOBER 31, 2018

Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. Vodafone introduced its new chatbot?—? TOBi to handle a range of customer service-type questions.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

TechSee

OCTOBER 9, 2018

They demand highly convenient and fast service. According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Comm100

FEBRUARY 12, 2023

To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 92

Chatbots Education Self service Personalization 92

ShepHyken

FEBRUARY 1, 2022

Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer. Why is customer self-service important? Do customers prefer self-service? This is frustrating for customers.

Average Handle Time 183

Average Handle Time Chatbots Self service Customer Support 183

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Customer Service 149

Customer Service Self service Customer retention B2B 149

CSM Magazine

DECEMBER 10, 2024

Provide Self-Service Options and Accessible Documentation While personalized support is crucial, cryptocurrency businesses should also invest in self-service options to address common customer inquiries. Listening to customers can provide valuable insights into areas where service can be improved.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Inbenta

OCTOBER 30, 2024

The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience? So, too, do experiences that feel personal.   According to a survey from PwC, nearly half (48%) of U.S. consumers define good customer service as friendly and welcoming.

Self service 52

Self service Benchmark Chatbots Enterprise 52

Interactions

OCTOBER 23, 2024

More than one-third (36%) of retailers surveyed by NVIDIA are currently investing in Conversational AI and NLP for digital channels. A common current state: Just good enough While most retailers have automated contact solutions, such as website chatbots or telephone Intelligent Virtual Assistants (IVAs), the quality can vary.

Contact Center 62

Contact Center Surveys Self service Analytics 62

CSM Magazine

NOVEMBER 27, 2024

Implementing AI-driven chatbots is also highly recommended as this can intelligently route queries or solve minor issues (and hand off complex issues to human agents). To empower users to solve some of the minor issues without needing direct assistance, offer comprehensive but easy-to-understand self-service resources.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Friendly service. Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

DECEMBER 15, 2022

After-call surveys are a great way to achieve this. Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Provide Self-Service Options.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

ROI CX Solutions

DECEMBER 16, 2024

Implement self-service options: Create FAQs to answer common questions, deploy chatbots for 24/7 customer support, or use IVR to direct incoming calls. Implementing effective self-service options for customers During busy holiday periods, customers may only sometimes be able to speak to a live agent right away.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Nicereply

APRIL 13, 2022

It’s time for AI to continue evolving and boosting the customer service experience. Chatbots evolved immensely – when they are configured right, it’s hard to recognize them from a human customer service representative. For example, Nicereply is using a chatbot by Chatra , and so far, it is doing a great job.

Customer Service 119

Customer Service Chatbots Self service Advertising 119