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? Typical Online Self-Service Interactions.

Self service 78

Self service CRM Engineering Customer Support 78

ShepHyken

JUNE 16, 2017

Approaches to customer service are continually shifting to keep up with how people adopt new technology. Self-service, web chat and chat bots gain in popularity. But which customer service medium is the most effective? Most customers will visit an organization’s website as their first point of interaction.

Customer Service 216

Customer Service Self service Personalization Technology 216

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

Self service 129

Self service APIs Transportation Contact Center 129

ShepHyken

DECEMBER 19, 2023

With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet: Digital First – The company made it easy to start the customer support process with a digital self-service solution. While there was a live agent option, it wasn’t presented until later.

Customer centricity 241

Customer centricity Chatbots Self service Feedback 241

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Contactless preferences encourage self-service, even online.

Call Center 376

Call Center Technology Banking Contact Center 376

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.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Interactions

NOVEMBER 4, 2021

In a similar way, vendors have begun to market self-service as a catch-all phrase. . People can serve themselves through customer service transactions, instead of having to speak to a live agent. For example, according to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019.

Self service 62

Self service Technology Marketing Customer Service 62

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. It allows them to feel like they can do something with the service they received, whether it was good or bad. Element #2: Accurate.

Customer Support 276

Customer Support Customer effort Self service Metrics 276

ShepHyken

MARCH 10, 2024

My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc.

Customer Service 216

Customer Service Airlines Self service Customer Experience 216

Callminer

OCTOBER 11, 2018

It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status. Ed Schnedler @veteransunited.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Nicereply

JUNE 24, 2021

If it’s heavily weighted towards a 7, it’s too easy for your customers to contact you, and you should be encouraging them to self-serve. (If Self-service is anything that allows a customer to solve their problem or question. There are definitely Customer Effort Score detractors out there. Potential CES Issues.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

ShepHyken

MARCH 1, 2021

Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to. My Comment: If you have any WFH (Work From Home) employees, you will definitely want to read this report from Centrical.

Journey mapping 223

Journey mapping Customer Service Customer centricity Self service 223

SharpenCX

DECEMBER 17, 2019

Offer more training materials and self-service options. The more your customers know about your products and services, the better their chances of reaching their desired outcomes. Review your call recordings and transcriptions to see where common pains pop up in your customer journey. Then, proactively solve for them.

Contact center software 94

Contact center software Contact Center Self service Surveys 94

SmartAction

FEBRUARY 27, 2023

On the other hand, if personalized assistance and the ability to handle complex inquiries are important, IVA is definitely the better option. While IVR has served as a staple customer service technology for years, its capabilities are limited to simple interactions and can sometimes lead to customer frustration.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

ShepHyken

APRIL 10, 2017

eBook The Definitive Guide to Storytelling in Business: A how to guide in rising above the noise and making an impact by Matthew Woodget. (Go Customer want and expect you to have a self-service solution.) Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

Peter Lavers

MARCH 17, 2015

Budget airlines have founded their business models on agility and easy self-service automation. I passionately believe that innovation and customer experience go hand-in-hand and that evolutionary and disruptive innovation should be applied to both acquisition and retention. LIQUID CONTENT.

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

TechSee

APRIL 21, 2021

A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. a definite requirement for a successful contact center.

Call Center 136

Call Center Contact Center Self service call center solutions 136

ProProfs Blog

APRIL 27, 2020

For me, customer service is a process where a company needs to offer help to those who end up buying their products or services. But the same concept ends up having multiple definitions according to different individuals. In short, the very concept of customer service has evolved. So, what is good customer service ?

Customer Service 152

Customer Service Technical Support Self service Customer centricity 152

ShepHyken

MAY 15, 2023

Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand.

Customer Service 168

Customer Service Self service Customer Experience Surveys 168

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. That’s a rhetorical question!)

Customer Service 189

Customer Service Personalization Chatbots Self service 189

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Beyond Philosophy

SEPTEMBER 14, 2023

The concept of self-service application creation by dragging and dropping things is an example of an incremental change. For example, Kihlstrom sees a win if customers can access self-service to get what they need. However, the other categories are types of automation that we almost take for granted now.

Self service 221

Self service Analytics Personalization Consulting 221

Fonolo

JANUARY 26, 2023

We’ve been seeing that for a little while, but it’s definitely been picking up a lot more now.” “The Frictionless Self-Service Customers appreciate white glove service, but there is a growing number that are looking for good self-service options too.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Callminer

NOVEMBER 18, 2020

“We train our customer service reps to avoid playing off the caller’s emotions…”. It’s easy to let their anger or frustration get you worked up, but losing your temper or being cowed by extreme emotion is definitely the worst thing a call center rep can do, in my opinion. Say, ‘I don’t know.’

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! I would definitely recommend it for a business!” ” Alix Q. , ” Lauren H. ,

Self service 62

Self service Technology Chatbots Best practices 62

ShepHyken

OCTOBER 16, 2023

The one thing they all have in common is the definitions are always about creating a better customer experience. Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. My Comment: People define “customer centricity” in different ways.

Customer Service 35

Customer Service Customer centricity Self service Customer Experience 35

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Self service Gamification Contact Center 124

Kayako

OCTOBER 20, 2016

If you want to win at self-service, you need a solid information architecture (IA) working behind the scenes. Your help center is probably full of beautifully written articles, but unless there’s a solid IA there, that content won’t ever live up to its self-service potential. A quick refresher on information architecture.

Self service 98

Self service Best practices Customer Experience 98

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. It allows them to feel like they can do something with the service they received, whether it was good or bad. Element #2: Accurate.

Customer Support 178

Customer Support Customer effort Self service Metrics 178

ProProfs Blog

AUGUST 28, 2020

Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. But the same study also indicates that 12% of Americans cannot find the information they need in the self-service portal. Personalized Support Experience.

Self service 157

Self service Feedback Airlines Metrics 157

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

TechSee

APRIL 13, 2021

To transform customer service into a profit center, organizations are realizing that they must be fully focused on the needs of each customer, driving value through effortless service throughout the customer journey. billion and sales process recommendation and automation at $2.7

Customer Service 124

Customer Service Self service Upselling Sales 124

ShepHyken

AUGUST 14, 2023

While it’s not “everything,” plenty of ideas, definitions, formulas, and more can be found in this article. Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks. That’s a pretty bold statement.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

TechSee

NOVEMBER 20, 2018

This allows the enterprise to focus efforts on calls likely to result in successful self service, and spend minimal time on those incidents that definitely require truck rolls. .

Technology 153

Technology Analytics Enterprise Call Center 153

Fonolo

AUGUST 13, 2019

The podcast is hosted by Colin Shaw, a thought leader on customer service and marketing, and Ryan Hamilton, marketing professor and Emory University. You’ll definitely want to add this podcast to your rotation. If you’re looking to stay ahead of the customer service curve, this is the podcast for you. The Modern Customer.

Customer Service 108

Customer Service Management Call Center Education 108