ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Without it, you risk service that is inconsistent, at best. Some good reminders here.

Journey mapping 223

Journey mapping Customer Service Customer centricity Self service 223

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Self-Service. They are: 1.

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Self service Banking Technology Customer Service 211

Mindtouch

APRIL 23, 2019

But the impulse to seek self-service can come at any time. Some will even search for self-service support content while they’re sitting on the—. Yet, this expectation cannot be met when the site or software powering those site experiences is down. How to Boost Contact Center Efficiency with Self-Service.

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Customer Experience Self service Contact Center Management 87

SharpenCX

SEPTEMBER 22, 2021

And, they’ve given other companies the best example of what a good customer experience looks like. As an Airbnb guest, you get to experience what it may truly be like to live wherever you visit. Airbnb has managed to cultivate trust with their customers and sell an unforgettable experience.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

Playvox

APRIL 21, 2023

No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. What Is Omnichannel Customer Experience?

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Customer Experience Contact Center Multichannel Self service 95

Inbenta

MARCH 30, 2021

Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience. Businesses have learned the importance of self-service tools.

Marketing 136

Marketing Customer Service Self service Chatbots 136

SharpenCX

DECEMBER 23, 2020

“No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

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Customer Service Contact Center Self service Metrics 145

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. It’s far from limited to younger customers though, and it’s not only consumers driving demand. In this post: The business benefits of self-service options Do consumers want self-service options?

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Self service Customer Support Chatbots Interactive Voice Response 52

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Maybe, but we’re optimistic that customer needs can be met. . .

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Customer Experience Self service Surveys Interactive Voice Response 71

Russel Lolacher

MARCH 29, 2021

SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Self-Service: report a problem with campus facilities.

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Self service Banking industry standards Scripts 52

TechSee

MARCH 5, 2019

Insurance Claims Processing through Computer Vision – the eBook. The eBook also explains the close relationship between computer vision and augmented reality, and how the combination of the two can enhance the customer experience. The eBook also provides insurers with practical advice for implementation.

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Self service Technology Marketing Customer Experience 95

SharpenCX

APRIL 8, 2020

What about the product or service glitch that caused a problem in the first place? And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. Then, fix them before you press go for all customers. Get the ebook.

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Best practices Call Center Interactive Voice Response Customer Experience 84

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 91

Chatbots Airlines Self service Technology 91

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Solvvy

JUNE 17, 2021

When it comes to automated, personalized support, reading subscription service Scribd knocks it out of the park. Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Mindtouch

MARCH 16, 2020

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Download the free ebook. Examining the journey through the customer’s eyes . Net Promoter Score (NPS).

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Self service Abandon rate Customer effort Contact Center 105

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. Sure, if they’ve found what they needed and moved on, then your self-service content has served its purpose. download the free ebook. Why is that?

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Self service Engineering Sales Customer effort 21

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

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Self service Feedback Airlines Metrics 157

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . When implementing a self-service tool, most businesses expect short to mid-term results. So how does that really affect self-service rates? Why are companies struggling with automation?

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Chatbots Self service Scripts Technology 98

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience.

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Enterprise Customer centricity Wait times Self service 109

Netomi

APRIL 19, 2022

The Importance of the Customer Experience (CX) in Gaming. Proactive and supportive customers, gamers are extremely loyal – to others in their community, and to the games they know and love. Reimagining the Gaming Experience: An Gamer-Centric Approach to CX in Gaming.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

Mindtouch

MAY 24, 2019

Do you care about your customers and incorporate their perspective into your strategy? However, that’s not enough to create and sustain an optimal customer experience. Committing to an outside-in approach means prioritizing customer value over what seems best for business (or your team) now. Download the Free Ebook.

Self service 84

Self service Chatbots Metrics Feedback 84

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. How Much Is Employee Disengagement Costing Your Contact Center? The New Normal.

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Contact Center Self service Call Center Customer effort 98

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business. Enable self-service. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

Mindtouch

AUGUST 21, 2019

And today’s customers don’t simply want easy access to relevant information—they demand it. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether. Download the whitepaper.

Management 88

Management Self service Chief Customer Officer Chatbots 88

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. Target Marketing and Advertising.

Automotive 109

Automotive Transportation Telecommunications Self service 109

Noble Systems

FEBRUARY 20, 2019

We also talked about the various trends and technologies that support more human and personalized customer interactions to build kinship and heighten the experience at every touchpoint. The term “effortless” refers to both the agent and the customer experience. Invest in Self-Service with a Purpose.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Inbenta

NOVEMBER 9, 2021

There is little surprise then that the new wave of digital banking is all about customer experience. . Banks need to improve the quality of their customer service without sacrificing time to redundant user queries. Guiding Bank Consumers Towards Digital Self-Service. Chatbots in Banking: Use Cases.

Banking 95

Banking Chatbots Customer Care Self service 95

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. Let’s take a breather.

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Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years.

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Journey mapping Virtual Agent Self service Government 83

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. Many often debate and overcomplicate what personalizatio n means, but it boils down to a few key concepts: treating customers like humans rather than numbers and making their lives easier by solving their problems faster and anticipating their needs.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Inbenta

JANUARY 17, 2022

These are some of the notable customer service trends for the coming year that businesses must understand to optimize their digitalization process. . 9 Customer Service Trends for 2022: 1. Human-centered technology that drives both customer experience (CX) and employee experience (EX).

Customer Service 98

Customer Service Self service Chatbots B2B 98

Inbenta

AUGUST 3, 2021

With 94% of companies having launched customer experience (CX) strategies , ensuring customers are at least getting the information they need should be the number one priority of any customer support department. Enhance customer experience (CX) and boost your sales.

Customer Service 84

Customer Service Self service Chatbots Sales 84

Interactions

JULY 22, 2022

In times where businesses are pinching pennies, technology can be leveraged to keep customer experience high. It’s no secret that human agents cost more per customer interaction than automation. With the proper technology, self-service interactions will actually serve customers better than a human agent.

Contact Center 62

Contact Center Self service Technology Customer Experience 62

Interactions

JUNE 25, 2020

Without automation and self-service, every customer requires an agent’s help to resolve their query. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers. Then, check out our eBook for next steps! Virtual Agents can help.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Noble Systems

JULY 24, 2020

Self-service tools are growing in popularity and functionality. Learn more in our ebook “Essential Contact Center Technologies for Collections.”. That has not changed. What has changed is that people no longer answer the phone the way they used to. Analytics solutions and information-based decision making are becoming prevalent.

Call Center 87

Call Center Technology Gamification Morale 87