Mindtouch

FEBRUARY 28, 2018

Music to our humble ears, as you might have guessed; but it’s also a guiding principle in our approach to self-service support. Though there are many aspects to good self-service strategy, search remains principle among them. Documentation or knowledge gaps have the uncanny ability to quietly increase customer effort.

Customer effort 54

Customer effort Self service Engineering Customer Support 54

Mindtouch

APRIL 26, 2018

Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail. Often, it’s product documentation. Let them in!

Self service 48

Self service Customer effort Education Customer Support 48

Nicereply

JULY 18, 2022

You can improve your customer experience without breaking the bank. These easy ways to reduce customer effort are a great place to start. Your customer experience needs an overhaul, but you don’t have the budget or developers to make it happen. Why customer effort matters.

Customer effort 52

Customer effort Chatbots Engineering Interactive Voice Response 52

Mindtouch

AUGUST 21, 2019

This might include documentation, policies, procedures, and any other relevant expertise and experience provided by individual workers across an organization. and external (prospects, customers, etc.) and external (prospects, customers, etc.) Common KPIs include: Self-service adoption rate and self-service success rate.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Mindtouch

FEBRUARY 6, 2020

The obvious answer is that informational content has inherent value as a low-effort, low-cost way to support customers through self-service. Informational content is useful beyond just post-sale needs like troubleshooting, how-to, and documentation. Why is that? Here’s a few ways to make it happen.

Self service 21

Self service Engineering Sales Customer effort 21

Mindtouch

MAY 15, 2018

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. This increases customer effort by making it difficult for customers to find information. But Google itself is not the problem.

Customer effort 48

Customer effort Real estate Education Engineering 48

NobelBiz

FEBRUARY 21, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

NobelBiz

FEBRUARY 15, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

CSM Magazine

JULY 11, 2023

In a world where customer service is constantly evolving, there’s a rising star that’s transforming the game: self-service. Picture a scenario where customers have the power to find answers at their fingertips, without relying on customer service agents.

Self service 40

Self service Chatbots Customer effort Personalization 40

TechSee

MARCH 10, 2021

Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation. Visuals lower effort and add convenience to interactions. Adding the visual element to customer interactions can allow agents to handle more use cases than ever before.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 45

Self service Virtual Agent Best practices Contact Center 45

Mindtouch

MARCH 21, 2018

Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. Companies are increasingly placing product help at the forefront of their customer experience strategies.

Self service 59

Self service Analytics Feedback Customer effort 59

Inbenta

MAY 11, 2020

Customer interaction management to the rescue. Self-service tools such as chatbots, knowledge management, and search engines have become very common and most customers are now used to interacting with these online. Applied to customer interaction management solutions, NLP can do wonders.

Customer Experience 94

Customer Experience Chatbots Self service Wait times 94

Kayako

NOVEMBER 8, 2017

You’re missing out on the benefits of self-service. FAQs are a form of self-service, and most people, if not all, prefer to resolve their issues than to wait and interact with a customer service rep. The good news is that companies are quickly realizing the benefits of creating self-service content.

Self service 78

Self service Accountability Customer effort Metrics 78

Mindtouch

MAY 24, 2019

Customer interactions are becoming synonymous with content interactions. Today, content must be available for more than single-channel troubleshooting, documentation, training, or lead generation. All content must be available across all touchpoints to satisfy user intent at every stage of the customer journey.

Self service 84

Self service Chatbots Metrics Feedback 84

ProProfs Blog

OCTOBER 13, 2020

She reaches out to the bank and asks them if she could receive her bank statements and other related documents to the new address. 77% of customers end up using a self-service support portal to get a solution to their problem faster.”. However, 12% of them fail to find the solution they need through these service portals.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

TechSee

OCTOBER 22, 2019

By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts. Make available robust documentation including common troubleshooting topics and related follow-up questions. Improve self-service options. NIA: The balancing metric.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

TechSee

DECEMBER 2, 2020

Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues. Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Mindtouch

FEBRUARY 21, 2018

It’s very similar to the way traditional online self-service experiences begin. This might mean breaking down long, locked-away.pdf documents into smaller knowledge base articles; or moving useful troubleshooting information out of forums and in to a scalable knowledge management system. Alexa…?

Self service 63

Self service Engineering Customer effort Technology 63

Nicereply

AUGUST 20, 2019

But, what isn’t fun is a year later when you realize you have 20 different sources for five different things and no one can remember where they documented that one problem you had that one time. We have some suggestions: document everything, pick quality tools, offer top-notch support and know your metrics. Document Everything.

Metrics 68

Metrics Self service Education Customer effort 68

Help Scout

MAY 12, 2021

Train your team to go beyond answering what was asked by using this three-part model: Answer: Give the customer what they asked for. Elaborate: Share a help document, a video, or other contextual information that might help the customer continue their work without needing to come back and ask again. Reduce customer effort.

Customer retention 117

Customer retention Finance Analytics Customer effort 117

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.

Surveys 94

Surveys Self service Construction Feedback 94

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

NICE inContact

JANUARY 30, 2018

No news here: customers have grown to expect support for a multitude of channels. Voice and digital, inbound and outbound, agent assisted and self-service. Make sure that your contact center solution provides you with extensive, and well documented open interfaces. True Omnichannel Skills-based Routing.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Quiq

JULY 13, 2021

Here are four customer experience KPIs to track: Net promoter score. Customer effort score. Revenue per customer. Net promoter score (NPS) is a reflection of an eCommerce business’s customer experience. Above 70 means that customers are loyal and will be the source of a lot of word-of-mouth referrals.

Customer Service 96

Customer Service Feedback Customer effort Surveys 96

Mindtouch

MAY 8, 2018

When your customers reach out for service, they are taking valuable time out of their busy schedules to communicate with you and to solve their issues. Make sure that your support system and web self-service portal is truly customer-centric and as user-friendly as possible. Personalize the service.

Customer Support 48

Customer Support Wireless Airlines Self service 48

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. How to improve service level. 9 Customer Effort Score. 4 First Contact Resolution.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. View this document on the publisher’s website. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Improve self-service (50.4 Reduce cost of service (48.0 By Donna Fluss.

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Call Experts

MAY 2, 2019

Improve digital and self-service support functions. Here are some high-level tips to consider when analyzing if contact center services are the right fit for your business: Does your contact center offer a connected technology solution? Does your contact center offer the ability to provide self-service tools to your business?

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , Customer Effort Score (CES) , and First Contact Resolution (FCR). Offer self-service options for quick issue resolution.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Mindtouch

AUGUST 27, 2018

And it’s the companies that understand their customers best—even at scale—that will win market share and disrupt competitors. What is Customer Engagement? Important Customer Engagement Touchpoints. Strategies for Improved Customer Engagement. Driving Engagement with Self-Service Support Content.

B2C 48

B2C Self service B2B Multi-channel support 48

TechSee

AUGUST 26, 2024

This means resolving customer issues in the first call whenever possible, which significantly reduces customer effort and increases satisfaction. For example, AI can identify a customer’s purchase history, preferences, and past interactions, allowing agents to tailor their responses accordingly.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Fonolo

SEPTEMBER 5, 2019

The first snag was my attempt to run a “Readiness Report,” a document that would notify me of what I needed to do to transition our organization (useful sounding, right?). Every time I attempted to run the report, I got an email with an error message telling me to contact Salesforce customer service team. What’s Inside: .

Call Center 57

Call Center Self service Customer effort Customer Service 57

Mindtouch

DECEMBER 5, 2017

With articles numbering in the tens of thousands and a myriad of product lines, Palo Alto Networks supports a large ecosystem of enterprise customers that heavily depend on their self-service support. This strategy breaks down information silos by turning marketing and technical communication into a joint effort.

Education 48

Education Self service Engineering Enterprise 48

Mindtouch

MARCH 23, 2017

The journey to customer success begins with the first customer contact, before they even become your customer. Everything from marketing materials to support center staff and documentation should be geared towards promoting customer success. Your company has the experts for how to succeed with the product.

SaaS 54

SaaS Self service Customer effort Metrics 54

delighted

MARCH 9, 2021

Actively collecting customer feedback to see what’s working well and what needs improvement can provide clear direction for how you and your customer service teams can improve the customer experience over time. Routinely collect customer feedback. Monitor and respond to customers on social media and review sites.

Customer Service 59

Customer Service Self service Surveys Feedback 59