ShepHyken

APRIL 23, 2021

Peter, the Shopify representative, not only provided product screenshots but a full thread of helpful tips and explanations. What they did right: The final brand example on this list isn’t a customer service interaction between two humans. Self-service customer support is trending upwards.

Customer Service 336

Customer Service Advertising B2B Chatbots 336

Fonolo

MAY 4, 2021

Improve your self-service options. Forbes recently declared self-service technology a top priority for contact centers, which isn’t surprising considering the increased demand of all customer service channels during the pandemic. Invest in self-service features like chat, SMS, MMS, email, and website chatbots.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Inbenta

MARCH 25, 2020

My company would like to set up an AI chatbot. For example: Improve user experience: By adding a new self-service tool. For example: reducing the volume of incoming emails by 20 to 30%, top 5 themes handled by the bot, number of quotes generated thanks to the chatbot. Define the stakes and set clear objectives.

Chatbots 89

Chatbots Self service Analytics Metrics 89

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

ShepHyken

SEPTEMBER 23, 2022

She shares five key tips for creating an exceptional experience for customers. Here are five key tips to consider when looking to create an exceptional experience for customers: . Understanding the direction customer service and experience is heading in the market will always help brands stay ahead.

Brand ambassadors 216

Brand ambassadors Chatbots Self service Contact Center 216

ShepHyken

APRIL 2, 2018

Then, take a minute or two to read this short article with some basic, yet important, tips to deliver authentic customer support. Customer service could start living up to its name by The Economist. My Comment: Here is a bold statement: AI will change customer service as much as the telephone did in its day. Yes and yes!)

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Customer Service 210

Customer Service Self service Chatbots CRM 210

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

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Inbenta

NOVEMBER 3, 2022

In recent years, virtual assistants and AI-powered conversational chatbots have taken the center stage, popping up in hospitals, labs, pharmacies, and even nursing homes. 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.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Inbenta

NOVEMBER 9, 2021

They need intelligent chatbots. Chatbots do not need to pose a risk to human agents, as their role is not to replace workers, but rather boost their productivity by allowing employees to focus on more complex tasks that require their knowledge and talent while reducing support costs and increasing customer retention rates. .

Banking 95

Banking Chatbots Customer Care Self service 95

ShepHyken

JANUARY 23, 2017

My Comment: This excellent article has three powerful tips. And, tip number two features the concept of “The Five Love Languages” applied to customer service and marketing. My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Fonolo

JUNE 20, 2018

Change things up with chatbots. Provide the option for online self-service. INFOGRAPHIC: Keep these tips in your back pocket, and use them as your CX cheat sheet. Whenever possible, never put a customer on hold. Say “Thank You”. SpringTraining: Educated, fast-acting agents make for repeat customers.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Global Response

DECEMBER 9, 2024

Key takeaways Efficiency: Automated customer service handles routine tasks to speed up response times and give agents the space to focus on complex issues. 24/7 accessibility: With tools like chatbots and IVR systems, companies can provide consistent, around-the-clock assistance.

Interactive Voice Response 62

Interactive Voice Response Customer Service Chatbots Customer Support 62

Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Here are a few tips to increase your chances of success.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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. Chatbots or conversational AI.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. Lack of Self-Service Options In today’s time, a majority of customers prefer to solve minor issues and queries by themselves instead of speaking with a customer support executive.

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

Fonolo

DECEMBER 15, 2022

If your voice channel is in high demand, an AI-driven chatbot may be just what you need to alleviate the strain from your call center. Provide Self-Service Options. Did you know that 45% of companies that offer web or mobile self-service report an increase in site traffic and reduced phone inquiries?

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Mindtouch

APRIL 5, 2018

Chatbots are, and will remain, a big part of self-service customer support. For whatever reason—be it convenience or the rise of certain technologies—more and more people prefer chat for their self-service interactions. That’s what chatbots have the potential do. Especially the easy-peasy ones.

Chatbots 60

Chatbots Self service Customer Support Customer effort 60

Fonolo

DECEMBER 3, 2020

Aside from the security benefits, bio-authentication technology plays a huge part in eliminating friction (no more clunky, complicated passcodes) and creating opportunities for more personalized services and experiences. Smarter self-service options. TIP: A Visual IVR is a great alternative to a phone menu.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

DECEMBER 30, 2019

Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani. ITProPortal) Tips for brands looking to embrace AI-driven customer service.

Customer Service 213

Customer Service Customer centricity Marketing Self service 213

Netomi

MARCH 30, 2022

What is customer self-service? Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Why is customer self-service important?

Self service 59

Self service Chatbots Customer Service Best practices 59

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

Calabrio

FEBRUARY 14, 2025

Here are your eight top tips to help your contact center optimize cost and quality. Invest in AI and automation When done right, AI-powered chatbots, intelligent virtual assistants, and robotic process automation (RPA) can handle routine enquiries, freeing agents to focus on complex customer interactions.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Interactions

JANUARY 21, 2025

When anxious, frightened customers seek answers fast, the last thing they want is to get stuck in a customer service doom loop. Frantically pushing numbers, getting irrelevant links from a chatbot, or being asked to repeat information by a robot-like voice assistant leaves them frustrated and angry.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

Creative Virtual

MARCH 25, 2021

During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. The truth is this technology has been used in areas such as website self-service for over two decades.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

CSM Magazine

MARCH 28, 2025

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like.

Customer Service 52

Customer Service Customer centricity Chatbots Self service 52

Fonolo

AUGUST 17, 2021

With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. TIP: If you notice that agents are idle despite your strategic scheduling efforts, ask how you can support them and help them reduce their idle time. Another great tip is to use customer profiles to inform training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. Now is the time to double down on self-service.

Customer Service 151

Customer Service Airlines Self service Entertainment 151

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

ShepHyken

MARCH 25, 2022

Chatbots, which are self-service services, provide another approach to help with incoming issues and answer simple questions without requiring personal responses from staff. Here are three tips that might help you plan it!

Customer Experience 201

Customer Experience Employee engagement Customer centricity Chatbots 201

ShepHyken

OCTOBER 17, 2022

Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation. These new, high service expectations leave businesses scrambling to deliver ideal service experiences across multiple entry points in customer journeys and in digital channels like apps, chat and self-service.

Customer Service 35

Customer Service Surveys Chatbots Self service 35

Creative Virtual

MARCH 27, 2020

Self-service tools, such as conversational chatbots and virtual agents, are a great option to help alleviate some of the pressure from the contact centre and give customers a better option for finding quick answers to their questions. Organisations with an existing self-service solution have a definite advantage.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Fonolo

APRIL 22, 2021

6 Tips to Improve FCR. FACT: “42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” – Aspect. Here are some tips to give your FCR a boost: 1. Offer self-service channels. Higher agent satisfaction.

First call resolution 142

First call resolution Call Center Metrics Interactive Voice Response 142

Creative Virtual

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. Some companies delegate their project solely to an inexperienced internal team because they underestimate the amount of expertise needed to build and deploy a working chatbot.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

Creative Virtual

FEBRUARY 24, 2022

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59