TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

Taylor Reach Group

FEBRUARY 12, 2020

Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. With proper planning and discipline, you can deliver effective self-service. By Colin Taylor.

Self service 120

Self service Interactive Voice Response Chatbots Consulting 120

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently. Customers like a good self-service solution.

Customer Service 332

Customer Service Self service CRM Customer Support 332

ShepHyken

DECEMBER 9, 2022

When a client or customer interacts with your business, the information given to them by an agent or self-service channel needs to align with their expectations. This seems obvious but let’s look at a financial services use case: . What is a contact center CRM? . What is omnichannel engagement? .

Sales 314

Sales CRM Contact Center Customer retention 314

3CLogic

JANUARY 28, 2025

Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities. Long-term growth opportunities Need WhatsApp? No problem!

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

TeleDirect

DECEMBER 25, 2024

Provide self-service options for customers. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Leverage Technology Implement AI and CRM tools to improve efficiency. Free up human agents to focus on complex issues. Ensure consistent experiences across all platforms.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

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

TechSee

MARCH 11, 2025

Business Value: Revenue & Subscriber Growth – AI-powered self-service keeps customers engaged, ensuring frictionless interactions 24/7. Seamless CRM, knowledge base, and ticketing integrations are three common examples. Churn Prevention – AI resolves issues instantly, before frustration turns into lost business.

Customer Service 109

Customer Service Education Self service CRM 109

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. Published on: October 30, 2020.

CRM 117

CRM Customer Service Self service Management 117

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

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. 2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share.

Technology 242

Technology Customer Service Management CRM 242

ShepHyken

FEBRUARY 9, 2021

The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system. It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service. Wherever your customers are, is where you need to be.

Multichannel 219

Multichannel Chatbots Self service CRM 219

ShepHyken

DECEMBER 3, 2021

Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels .

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ConvergeOne

FEBRUARY 22, 2022

My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for. Does anyone read these? The added bonus?

Self service 84

Self service Customer Experience Interactive Voice Response CRM 84

ShepHyken

MAY 19, 2020

According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption , there are four areas of major concern among businesses right now. You must have good self-service strategies available for your customers. Implement proactive service strategies and act with empathy. “The

CRM 241

CRM Coaching Self service Analytics 241

ShepHyken

JULY 16, 2021

This can take the form of no-tap payment options, self-service kiosks, and portable scanning and debit machines that eliminate the need for a counter. It could mean standing next to someone who has the virus for an extended period of time. Your staff can walk up to a customer, scan their items, and off they go.

Consulting 366

Consulting Consulting Sales Self service 366

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. AI: "Amazon Lex is an AWS service for building conversational interfaces for applications using voice and text."

Self service 129

Self service APIs Transportation Contact Center 129

Beyond Philosophy

JANUARY 20, 2022

VanAmburg says that our society was changing to a self-service economy, with things like self-service checkout lanes at supermarkets and ordering plane tickets yourself instead of through a travel agency. Consumers felt like they were getting less service from companies but not getting a break on the price. .

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

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. Use CRM integrations to access customer history instantly.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential. Self-service portals.

CRM 93

CRM Customer Experience Self service Education 93

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 59

Self service Virtual Agent Contact Center CRM 59

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Not only does Mr. Jones not have to repeat himself, but the insurer is already two steps ahead.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

ShepHyken

NOVEMBER 15, 2019

Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone. Offering faster, more convenient service at literally any time. These apps can determine caller intent and automatically direct them to the right destination, whether it’s a self-service function or an agent.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Contactless preferences encourage self-service, even online.

Call Center 376

Call Center Technology Banking Contact Center 376

CSM Magazine

FEBRUARY 6, 2025

Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases. Month 3-5 Introduce a self-service returns portal to reduce customer wait times.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Cloud-based, omni-channel CRM solutions. Self-service platforms.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

FEBRUARY 19, 2018

When Customer Service Automation Goes Off the Rails by Don Fluckinger. SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what’s the actual implementation cost?

Customer Service 209

Customer Service Self service Chatbots CRM 209

PeopleMetrics

JANUARY 24, 2025

AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact). By integrating with the companys CRM system, the chatbot delivers personalized responses, enhancing both CS efficiency and CX quality.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details.

CCNG 195

CCNG Call Center Education Self service 195

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Customer Service 52

Customer Service B2B Chatbots B2C 52

CCNG

JUNE 21, 2023

Plus, customers can seek self-service, assisted-service or proactive-service options. Power your self-service channels with a robust knowledge base so users can find the information they need. But digital or self-service channels can’t always answer the question.

Customer Service 195

Customer Service CCNG Self service Automotive 195

Calabrio

MARCH 26, 2025

AI-Driven Workload Management for Smarter Coaching AI-powered tools reduce agent stress and enhance coaching by: Handling routine queries through chatbots and virtual assistants Using intelligent call routing to match cases with agent expertise Providing real-time performance insights for proactive coaching and stress monitoring Automating Repetitive (..)

Coaching 52

Coaching Call Center Morale Analytics 52

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more. This leads to reliable operations and consistent customer experience management.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Wowdesk Blog

FEBRUARY 4, 2025

Self-Service Portals : Allows customers to find answers independently. The Role of Customer Support in Modern Businesses Research shows that 96% of customers say customer service impacts their loyalty to a brand. Centralized Data Management A unified system improves customer insights and service consistency.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52