Inbenta

JANUARY 8, 2020

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. This affect actions that are usually quite simple, such as managing a contract, asking for a quote or even finding the answer to a customer support request.

Self service 81

Self service Chatbots Engineering Customer Support 81

Customer Service Life

MAY 11, 2022

Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. Understanding the Key Metrics for Self-Service.

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Self service Chatbots Metrics Surveys 104

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

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

Solvvy

SEPTEMBER 7, 2022

Leaders, when you look at your own team’s stance on support, is the speed of delivering customer solutions a metric you’ve been prioritizing and measuring? Solvvy’s AI-powered support produces happiness. The online ticketing company SeatGeek boosted their self-service rate to 60% with Solvvy.

Customer Support 106

Customer Support Self service Engineering Analytics 106

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

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Wait times Interactive Voice Response Customer Support Call flow 52

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.

Self service 65

Self service Upselling SaaS Customer Support 65

Babelforce

FEBRUARY 4, 2021

She nods again and asks: ‘ Did you call their customer support line?’. 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. And happy customers stay put! #2

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Self service Customer Support Chatbots Interactive Voice Response 52

ShepHyken

JULY 3, 2018

Then, create a win-win situation for your customers so you can go on the journey of mutual growth together. Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions.

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Customer centricity Self service Employee engagement Chatbots 144

Inbenta

OCTOBER 30, 2024

Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments. Discover the transformative power of digital self-service for your business.

Self service 52

Self service Chatbots Engineering Technology 52

inSided

OCTOBER 2, 2019

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! Let us help you. What’s more?

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Self service B2B SaaS Gamification 67

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. It’s a lesson you learn quickly working in customer support.

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Customer Support Engineering Time management Self service 97

OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Intelligent Self-service AI tools.

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outsourcing Customer Support Engineering Self service 71

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

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Customer Support Self service Multi-channel support SaaS 45

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 81

Customer Support Feedback Best practices Self service 81

Inbenta

OCTOBER 30, 2024

Decrease support costs By giving support agents easy access to knowledge, a good internal KMS helps them perform their job better and more efficiently, which ultimately translates into savings. It lowers support costs and can also help deal with high-volume periods. It centralizes and simplifies access to information.

Self service 52

Self service Chatbots Engineering Education 52

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. I now refer to this concept as “internal customer support.”.

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Contact Center Customer Support Engineering Airlines 84

ShepHyken

AUGUST 14, 2023

How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

BlueOcean

APRIL 7, 2025

In their answers to the following questions, your potential partners should address AI-powered toolsincluding chatbots, self-service, and machine learningindividually and as part of a holistic strategy. Describe your current AI capabilities and services. Dont settle for contact centers that treat AI like a singular solution.

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Contact Center outsourcing Customer Care Metrics 62

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

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Here are their great insights.

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Customer Service Engineering Coaching Self service 82

ShepHyken

MARCH 21, 2022

And today, meeting the bare minimum customer service expectations will not make the cut. My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Customer Experience in the Age of AI by David C.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

CSM Magazine

SEPTEMBER 17, 2022

You must first learn how to optimize the search engines and post relevant content for your target audience. Afterward, provide solutions to the customers as promised on your website. As online sites like the Boldist explains , providing customers with inclusive self-service options on your website is critical.

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Self service Chatbots Engineering Marketing 52

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

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Engineering Enterprise Chatbots Self service 109

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

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Chief Customer Officer Customer Service Consulting Consulting 141

TechSee

MAY 11, 2023

Adding vision to the customer support process will help. Visual Support is a Game Changer Fortunately, there’s a solution: computer vision. The visual data collected is a new data source for analysis of emerging trends and details on the “what is breaking” questions from engineering and hardware partners.

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Self service Engineering Customer Support Technology 109

Solvvy

JANUARY 27, 2020

At Handshake, we handle over 100,000 support tickets per year with a maximum response time of twenty-four hours—with a lean but dedicated customer support team o. It’s a lot of volume for a small team to handle, and our customer support needs are only growing as Handshake scales. .

Customer Support 67

Customer Support Finance Metrics Self service 67

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. Do you have one at all?

Self service 48

Self service Customer effort Analytics Metrics 48

Solvvy

JUNE 22, 2022

When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support.

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Chatbots Banking Self service Finance 119

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” Gartner reports that 40% of live support interactions could be resolved in self-service channels.

Customer Support 52

Customer Support Engineering Self service B2B 52

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Visual search engine technology from the likes of Pinterest, Bing, Target, and ASOS now enable us to search for images similar to the ones we already have. Image similarity.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone.

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Customer Service Self service Customer Support Technical Support 144

Mindtouch

MARCH 16, 2020

Failing to empathize with your customers can end up being counterproductive, especially for the managers and directors charged with keeping tabs on customer journey KPIs within the contact center. Examining the journey through the customer’s eyes . These are the times your customers need you most. Download the free ebook.

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Self service Abandon rate Customer effort Contact Center 105

Mindtouch

MAY 23, 2018

Today, MindTouch is the world leader in self-service customer support. We began as a developer-focused open source project, then we commercialized by selling to small software firms, and now we’re servicing some of the largest and most respected high tech and manufacturing brands in the world.

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Self service Coaching Marketing Customer Support 91

Creative Virtual

APRIL 14, 2020

By Laura Ludmany, Knowledgebase Engineer. Naturally, we are all seeking reassurance, guidance, help and support. The next question organisations had to figure out was what customers were really asking for, in regard to the pandemic, to be able to provide self-service options (both through their virtual agent and other website updates).

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Customer Support Virtual Agent Banking Self service 52

TechSee

NOVEMBER 16, 2020

In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues. 2: Collaborate between different support teams. 6: Encourage self-service and automation.

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Self service Best practices Contact Center Technical Support 109

Kayako

JANUARY 24, 2018

Navigate the trends: Customer-centric through a customer experience strategy. Self-service will become a form marketing. Business will be more customer-centric with a whole customer experience strategy. Collaboration will power personal customer support. adrianswinscoe.

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Customer centricity Customer Service Self service Chatbots 101