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 344

Customer Service B2B Journey mapping Chatbots 344

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

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

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 270

Self service Chatbots Feedback Customer Service 270

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 227

Customer Service Chatbots Customer centricity Self service 227

Customer Service Life

MAY 11, 2022

For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. In this article, I’ll talk about my journey with this technology and share four lessons learned while working to improve customer self-service. Understanding the Key Metrics for Self-Service.

Self service 104

Self service Chatbots Metrics Surveys 104

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

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 227

Chatbots Self service Technology Personalization 227

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 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 344

Customer Experience Chatbots Call center experience Self service 344

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 Analytics 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 254

Personalization Self service Chatbots Customer Support 254

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 264

Customer Experience Self service Chatbots Engineering 264

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

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 306

Customer Service Metrics Self service Average Handle Time 306

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 245

Customer centricity Chatbots Self service Feedback 245

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 220

Customer Service Chatbots Morale Self service 220

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 130

Chatbots Self service Enterprise Call Center 130

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Solution overview The following diagram illustrates the solution architecture.

Chatbots 130

Chatbots APIs Self service Contact Center 130

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

Outsource Consultants

JULY 25, 2023

A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents. Chatbots and Better Responses Chatbots, also considered AI, utilize Natural Language Processing to provide automated responses to text messages by customers through a web portal.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

TechSee

JUNE 10, 2021

But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Succeed with Self-service. Four Truck Roll Optimization Innovations.

Self service 207

Self service Analytics Transportation Healthcare 207

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

Self service 87

Self service Interactive Voice Response Chatbots Benchmark 87

ShepHyken

NOVEMBER 14, 2024

He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Chatbots and voicebots are making a difference, too. Content generation for customer self-service, with 51.7% The adoption rate is rapid: 80.4%

Chatbots 170

Chatbots Contact Center Self service Customer Experience 170

ShepHyken

APRIL 15, 2019

(Zingle) From Solving Problems to Saving Time — How Consumers Feel About ‘Bots’ vs Humans When it Comes to Customer Service. My Comment: Here is a great report on how customers are warming up to chatbots and robots versus a human-to-human customer service experience. I think the future looks good!

Customer Service 240

Customer Service Chatbots Self service Customer Experience 240

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

TechSee

FEBRUARY 2, 2022

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

ShepHyken

AUGUST 12, 2022

Create self-service solutions. One of the best ways you can reduce customer service tickets and improve CX is by creating customer self-service solutions. Opt for technological solutions. In the era of technology, you should opt for solutions that help you provide a better customer experience.

Customer Support 193

Customer Support Self service Journey mapping Wait times 193

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. And like most things today, the best way to achieve this is through technology.

Sales 124

Sales Technology Customer Service Chatbots 124