ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. ProProfs offers its own live chat app that supports iOS and Android operating systems.

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Customer Support Multichannel Enterprise Self service 117

Mindtouch

MAY 4, 2018

This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs. Definition of a Web Self-Service Portal. So, what exactly is a web self-service portal? Sumo Logic Support.

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Self service CRM Engineering Customer Support 78

TeamSupport

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty.

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B2B Customer Support Self service Big data 105

ShepHyken

JUNE 4, 2021

The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR.

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bold360 Blog

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . In this blog post, we’ll focus on phase 4, optimizing your support strategy. How do self-service tools support optimization and improvement of customer support?

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Customer Support Self service Wait times Education 98

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

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Customer Service Self service Chatbots Morale 52

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. When and where? 12:30 – 13:30.

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Self service Telecommunications Healthcare Analytics 95

AWS Machine Learning

MAY 9, 2024

In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support.

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Engineering Customer Support APIs Government 130

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Videos to motivate a customer-centric business. What if customers become friends? Inspiring interactions and better customer conversations.

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Customer Support Feedback Customer centricity Consulting 73

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

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Self service Upselling SaaS Customer Support 65

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. 6 Major benefits of WhatsApp for customer support. #1 6 Support proactive service.

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Customer Support Contact center software Contact Center Interactive Voice Response 98

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.

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Customer Support Chatbots Self service Analytics 116

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. “The

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Self service Chatbots Interactive Voice Response Personalization 189

Nicereply

FEBRUARY 1, 2022

When you’re able to reassess how you’re working and clean things up, you can set your customer support team up for an even better year serving your customers moving forward. Customer support team can apply the annual tradition to their work too. Customer Satisfaction. Audit Your Support Docs.

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Customer Support Metrics Feedback Accountability 97

ShepHyken

APRIL 15, 2022

Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy. Empower agents with the right customer support tools .

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Customer Experience Customer Support Enterprise Scripts 187

aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. Therefore to successfully scale customer support requires prep work.

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Customer Support Self service Wait times Personalization 81

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. That includes what information you provide to your customers.

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Self service Contact Center CRM Customer Support 60

CSM Magazine

NOVEMBER 27, 2024

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.

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Customer Service Self service Metrics Chatbots 52

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.

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Customer Support Engineering Time management Self service 97

Mindtouch

JUNE 15, 2018

For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Where customer support agents go for information.

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Customer Support CRM Self service Management 69

Inbenta

OCTOBER 30, 2024

It’s a framework to create, access and share a company’s knowledge — its content, documents, training modules, and more. What is a knowledge management system? It lowers support costs and can also help deal with high-volume periods. So what is knowledge management? It centralizes and simplifies access to information.

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Self service Chatbots Engineering Education 52

JivoChat

MARCH 12, 2023

That includes customer support. Your customer support system is powering your entire business. What is Multilingual Customer Support? Let’s first take a quick look at the concept of multilingual customer support. This way, your multilingual customer support will work even better.

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Education Customer Support Customer retention Self service 75

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!

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Self service Customer effort Education Customer Support 48

CSM Magazine

MARCH 3, 2025

Live Chat Support If you prefer quick and interactive communication, FedEx also offers a live chat feature on their website. Simply visit FedEx Customer Support , click “Chat with Us,” and follow the prompts to connect with a representative online. How Good Is FedEx Customer Service?

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Customer Service Wait times Self service Feedback 52

ShepHyken

DECEMBER 26, 2022

However, focusing solely on prospective customers can lead to excessive cash burn, which can rapidly jeopardize a company’s financial situation. It is well documented that it is far less costly to retain existing customers, not to mention that there is a higher probability of customers repurchasing and spending more on subsequent orders.

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Customer Service Self service Customer Experience Personalization 167

CSM Magazine

OCTOBER 17, 2022

Great customer support is all about simplicity. When a customer has a problem, often the best experiences are when they can solve it themselves. Simply put, semantic AI allows you to tag and classify your customer support content in a way that makes it easy for customers to find the answers they’re looking for.

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Self service Chatbots Customer Support Enterprise 52

Fonolo

DECEMBER 15, 2022

While not as efficient as your friendly neighborhood agent, these are great for supporting your online users with basic queries, leaving the bigger fish for your call center team to handle. Provide Self-Service Options. It’s no wonder that self-service technologies are on the rise in the call center industry.

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Call Center Contact center software Abandon rate Self service 138

Customer Service Life

NOVEMBER 6, 2019

4- Email limits self-service options. According to GetFeedback , 91% of customers will self-solve their issues if given the option. The problem with customers having your direct support@ email address is that customers don’t have to go to your website.

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Customer Support Contact Center Self service Education 83

bold360 Blog

AUGUST 14, 2019

So after you’ve exhausted all “self-help” resources you log a ticket or send an email. Employee self-service is nothing new — searchable knowledge bases have been around forever. As consumers we want self-service, but as employees, we tend to shy away. The Truth About Employee Self-Service.

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Self service Customer Service Education Personalization 51

Mindtouch

MARCH 1, 2017

A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase.

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Self service Sales Customer Experience Marketing 48

Mindtouch

JUNE 13, 2018

They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. To a web self-service portal or online help. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation.

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Self service Sales Customer Support Technology 48

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

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CRM Personalization Self service Sales 164

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Unlock your PDF documents.

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Self service Customer effort Analytics Metrics 48

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

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Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

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Self service First call resolution Engineering Contact Center 48

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Self-service. Visual Support. And we’ve got a bonus at the end!

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B2B Customer Support Self service Morale 59

Solvvy

APRIL 2, 2020

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.

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