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. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Self service 221

Self service Airlines Chatbots Consulting 221

Zappix

DECEMBER 11, 2024

In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Fewer unresolved cases equate to lower costs over time.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

CCNG

DECEMBER 11, 2024

Responses must be consistent and predictable Customer service deals with the same issues day in and day out. That means a Conversational AI solution for self-service has to deliver consistent, accurate answers every single time, no matter how many different ways the customer phrases the issue.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Chatbots will do more than just communicate with customers. The word for 2021 will be empathy.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 250

Technology Customer Service Management CRM 250

Zappix

OCTOBER 28, 2024

Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Automated Self-Service: Empowering Customers One of the most significant ways digital engagement tools reduce AHT is by enabling self-service.

Average Handle Time 52

Average Handle Time Self service Contact Center Interactive Voice Response 52

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. So, what part does technology play in this?

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. Chatbots vs Knowledge Bases: Which One Is Better? My Comment: Chatbots versus knowledge base support. Both are self-service options, but what’s more effective? by Tracey Ruff.

Customer Service 341

Customer Service B2B Journey mapping Chatbots 341

ShepHyken

NOVEMBER 8, 2016

Roy Atkinson on Amazing Technology and. Advances in the World of Customer Service. They discuss how technology is advancing customer service and support. From self-service options to social media, from chatbots to AI, technology is changing how businesses and their customers interact.

Chatbots 302

Chatbots Self service Technology Customer Support 302

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. The lesson?

Self service 109

Self service Enterprise Finance Healthcare 109

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights! says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. Now, employees at Principal can receive role-based answers in real time through a conversational chatbot interface.

Chatbots 116

Chatbots Engineering Enterprise Government 116

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. How do I balance AI with human support?

Self service 268

Self service Chatbots Feedback Customer Service 268

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 Education 144

ShepHyken

AUGUST 25, 2024

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX. But, as with most technological improvements – there are pitfalls. This one focuses on chatbots and their use in customer support.

Customer Service 223

Customer Service Customer centricity Chatbots Self service 223

Contact Center Pipeline

MARCH 13, 2019

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.

Chatbots 212

Chatbots Contact Center Management Customer Service 212

ShepHyken

JANUARY 19, 2021

Concierge-Like Experiences Using Smarter Technology. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Technology is now at the point where you can deliver what customers want, immediately when they want it. 5-Star CX of the Future.

Chatbots 223

Chatbots Self service Technology Personalization 223

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Do we invest in technology and processes that make it easy for employees? . But what about the employees’ needs?

Customer Experience 340

Customer Experience Call center experience Chatbots Self service 340

TechSee

OCTOBER 10, 2024

It seems like every provider claims to feature very similar technologies, often at wildly different price points. This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. The AI provider’s technology wasn’t well suited to these use cases.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . New Technologies to Improve Customer Service.

Technology 159

Technology Customer Service Technical Support Self service 159

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Organizations need to focus on personalization and customer control in self-service experiences. Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions.

Personalization 251

Personalization Self service Chatbots Customer Support 251

Contact Center Pipeline

NOVEMBER 24, 2021

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

Chatbots 214

Chatbots Technology Customer Service Self service 214

TeleDirect

DECEMBER 25, 2024

A 24/7 call center can adapt to fluctuations in demand, such as seasonal spikes or unexpected emergencies, without compromising service quality. How 24/7 Call Centers Use Technology to Improve CX Modern 24/7 call centers leverage advanced technologies to enhance efficiency and customer experience. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

AWS Machine Learning

NOVEMBER 26, 2023

As the demand for conversational AI continues to grow, developers are seeking ways to enhance their chatbots with human-like interactions and advanced capabilities such as FAQ handling. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

Self service 138

Self service Interactive Voice Response Chatbots Contact Center 138

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Self-Service Tools Have Evolved Dramatically Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools.

Self service 52

Self service Chatbots Wait times Personalization 52

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

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. Misconception #3: Speed is the most important customer service metric. In the U.S.

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

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.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

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 241

Customer centricity Chatbots Self service Feedback 241

ShepHyken

JULY 29, 2024

Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.

Customer Service 216

Customer Service Chatbots Morale Self service 216

ShepHyken

NOVEMBER 21, 2017

AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Can anyone use AI or chatbots?

Chatbots 129

Chatbots Self service Enterprise Call Center 129

TechSee

APRIL 17, 2022

The information collected and managed by the first agent – or chatbot – as part of the workflow are now being transferred along with the call, such that the next agent is quickly and easily briefed, up to speed, and ready to deliver exceptional support. Simplifying Warm Transfers through Technology .

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

CCNG

AUGUST 28, 2024

So, let’s dive into the realm of contact center automation, exploring how contact centers are leveraging advanced technologies to revolutionize operations and deliver great customer experience and the significant benefits they stand to gain from this digital-first approach. This reduces wait times, and streamlines call routing.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195