CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

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MiaRec

OCTOBER 9, 2024

Did you know that 62% of millennials and 75% of Gen-Z customers almost always prefer self-service to contacting customer support? But that doesn't mean your contact center can't assist them in their customer journey. On the contrary!

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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.

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TeamSupport

SEPTEMBER 8, 2022

You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe. Self-service is the DIY of the digital epoch. Self-service checklist.

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TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

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TeamSupport

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.

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Help Scout

AUGUST 22, 2023

Self-service is the new competitive differentiator. Learn how Help Scout's addressing that and redefining self-service customer support. Read the full article

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TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

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Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

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TeamSupport

APRIL 12, 2024

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. Empowering customers to find answers to their questions independently can lead to quicker resolutions, and establish a deeper understanding of customer needs.

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TeamSupport

APRIL 12, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. When self-service is a better alternative to submitting a ticket.

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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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TeamSupport

MARCH 18, 2024

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it!

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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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COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots?

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Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.

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ViiBE Blog

SEPTEMBER 29, 2023

That is why self-service was invented. In this article, we will introduce the strategies that can help improve it and facilitate the way your customers solve emerging problems with as little time as possible. What is customer self-service? Does it mean that a company does not need customer support?

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ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?

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Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

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TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number.

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ShepHyken

OCTOBER 21, 2024

How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations?

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TeamSupport

MARCH 18, 2024

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it!

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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.

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AWS Machine Learning

JULY 1, 2024

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Conclusion In this post, we discussed the significance of generative AI-powered chatbots in customer support systems. Delete the Amazon Lex bot you created.

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3CLogic

MAY 31, 2024

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

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Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

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TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. The agent starts by answering a customer’s inquiry via chat.

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NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

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BlueOcean

AUGUST 19, 2024

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. And that costs money.

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BlueOcean

AUGUST 19, 2024

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. And that costs money.

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TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

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TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? What is ticket deflection?

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ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Some companies have mastered self-service, while others are lagging.

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Talkdesk

OCTOBER 21, 2020

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again.

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ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

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JustCall

MARCH 10, 2023

In this guide, we will look at how you can improve your self service customer service and leverage its holistic benefits (for the customer and the business). Chatbots and virtual assistants are being used to provide personalized and responsive customer support, including 24/7 assistance, in a cost-effective manner.

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