ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

Vistio

AUGUST 18, 2022

Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. When he’s evaluating contact center technology he’s looking for ways to boost self-service. The second must-have in the technology we utilize is that it helps agents work more efficiently.

Self service 98

Self service Technology Contact Center Metrics 98

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

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? It reduces customer service costs.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert.

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? How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots?

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Beyond Philosophy

MARCH 15, 2017

The article lists examples of organizations that were making it easy for customers by training front-line employees to remove obstacles in the Customer Experience and encouraging customers to use self-service channels. Register now for Beyond Philosophy’s Customer Experience Essentials training course.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. Teaches customer service teams to provide world-class service quality by focusing on customer amazement. A guide to discovering service problems that cause frustration before customers let you know about them.

Customer Service 375

Customer Service Chatbots Education Feedback 375

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. 86% of Filipinos would replace their current service provider if alternative entities (e.g.

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

SEPTEMBER 5, 2018

Of course, they would laugh. I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. I knew what they were thinking, “Wow, a young guy still in college. How did he get into the oil business? Impressive!” Then I continued with, “Which means I pump gas.”. I just took the money.

Self service 226

Self service Customer Service Management Customer Care 226

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Clean up You can, of course, leave QnABot running to experiment with it and show it to your colleagues!

Self service 123

Self service APIs Transportation Contact Center 123

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Beyond Philosophy

FEBRUARY 16, 2022

Then, she wants to empower the front-line teams to correct course and fix things for customers, sometimes even before the customer knows there is a problem. Don’t miss CXN Live: Customer Self Service 2022 for more great ideas on leveraging self-service to increase customer experience, reduce contact volumes and improve efficiency.

Self service 221

Self service Consulting Consulting Customer Experience 221

PeopleMetrics

JANUARY 24, 2025

AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact). These agents are CS is many cases, which of course impacts CX. The company redesigns the portal to reduce call volume and improve both CES and overall satisfaction.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. Of course, the LLM has far more functionality than a typical support agent.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

JULY 17, 2024

Where AI can help your self-service option is by learning from customer inquiries as you go. This leads to generative or conversational AI solutions that offer the best in self-service like Five9, Poly.ai, and others. Let’s take modern chatbots for example. This is an example of static data.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

Callminer

OCTOBER 11, 2018

It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status. Of course, no. Nathan Sansby @FMOutsource.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. Of course, the trend in AI is at the top of the list. Loyalty and self-service round out the four. My Comment: I’ve been studying how different brands are creating successful loyalty programs.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

SEPTEMBER 22, 2023

Let’s explore the top trends to watch in the year ahead. #1 Self-service In 2023, self-service options will remain a top priority for customers. Surprisingly, self-service options are provided by fewer than one-third of companies.

Customer Service 166

Customer Service Chatbots Self service Customer Care 166

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Self-service platforms. Create a cohesive community where Millennials can connect and assist each other.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

Steve DiGioia

SEPTEMBER 30, 2019

A customer service professional is not concerned about getting accolades for their good deeds. A customer service professional is someone who stays the course even through their own hardships. Great customer service professionals are no different. Today’s service culture has changed. Click To Tweet. Click To Tweet.

Customer Service 222

Customer Service Scripts Self service Personalization 222

CSM Magazine

NOVEMBER 27, 2024

As far as e-commerce platforms, giants like Amazon are, of course, experts in this area. Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning. Follow on LinkedIn. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. That recommendation is, of course, the epitome of a cliché. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253

Beyond Philosophy

MAY 21, 2020

Instead, habits make a particular course of action easy. For example, if you always wanted to move some behavior to self-service or leverage more of your online services, now is an excellent time to drive some of those changes. That said, you can override habits. So, if you wanted to buy a different toothpaste, you can.

Airlines 300

Airlines Consulting Consulting Government 300

ShepHyken

MARCH 19, 2021

One potential hypothesis here is that self-service strategies are working, leaving human agents to do the value-add contact (which might take longer).”. Sonja Hild, Customer Service Expert at BSH. This question, of course, has two dimensions. Kate Hardcastle MBE, The Customer Whisperer. “It

Customer Service 234

Customer Service Customer centricity Self service Metrics 234

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. Here are some steps to get started: Identify pain points your customers face when using your product or service.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

JULY 18, 2022

Of course, the experience you provide must be worthy of that kind of praise. Here’s a good one (number 3) from her article: 100% of buyers want self-service options for at least a part of the buying process. For those B2B companies out there that think a corporate purchasing agent isn’t interested in self-service, think again!

Customer Service 35

Customer Service B2B B2C Self service 35

Fonolo

DECEMBER 15, 2022

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? It’s no wonder that self-service technologies are on the rise in the call center industry. Of course, communication is a two-way street.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. Clearly, digital tools are not just for the younger generation.

Customer Service 73

Customer Service Self service Accountability Customer Experience 73

Fonolo

OCTOBER 14, 2021

This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. Read on for a crash course! Empower your customers with self-service options. Unfamiliar with this term?

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

PeopleMetrics

FEBRUARY 27, 2025

But while AI can surface trends, humans still need to decide on the best course of action. An AI model might flag long wait times as a recurring issue, but leadership needs to determine whether the best solution is hiring more staff, improving self-service options, or adjusting call center training.

Surveys 62

Surveys Benchmark Wait times Self service 62

Comm100

FEBRUARY 11, 2025

Students are expected to navigate a maze of applications, financial aid paperwork, course registration, and support servicesoften with minimal guidance and maximum red tape. Course Registration & Support: The Hunger Games of Scheduling Lets face it: very few of us went through a smooth course registration process.

Chatbots 52

Chatbots Education Banking Self service 52

ProProfs Blog

DECEMBER 12, 2019

Create a Self-Service Portal and a Service Catalog. And of course, use the right combination of help desk tips and tricks. Create a Self-Service Portal and a Service Catalog. By creating a user-friendly service catalog, you empower your customers to order for products/services themselves.

Wait times 143

Wait times Metrics Self service Feedback 143

ShepHyken

APRIL 28, 2017

Over the course of multiple customer service interactions, this pool of customer data becomes an increasingly valuable asset. online customers have used these channels for service: 84% used web/mobile self-service or FAQs. Recent Forrester data shows that in the past 12 months, the following percentage of U.S.

Customer Service 237

Customer Service Contact Center Technology Big data 237

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52