ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. From AI’s continued influence on the CX world and the evolving dynamics of remote work in the wake of the pandemic, to a stronger emphasis on self-service options, we’re exploring six of the most prominent call center trends expected to make waves in 2025.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Help Scout

JUNE 8, 2021

Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option. Are not popular with customers.

Chatbots 144

Chatbots Self service Technology Customer Service 144

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.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

Virtual Agent 89

Virtual Agent Self service Transportation Customer Experience 89

Working Solutions

APRIL 23, 2019

Automated self-service travel reservations have upped the ante for customer expectations when they turn to live contact center agents for help. That fact, plus other findings, are evident in a new survey conducted of nearly 1,000 travel agents in our on-demand, onshore workforce.

Surveys 73

Surveys Self service Contact Center outsourcing 73

Fonolo

DECEMBER 15, 2022

After-call surveys are a great way to achieve this. Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Provide Self-Service Options.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. View this document on the publisher’s website. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work.

Self service 59

Self service Surveys Contact Center Metrics 59

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self service 59

Self service Real estate Customer Service Wireless 59

Balto

JANUARY 6, 2025

Key Highlights: Easy Survey Building: Qualtrics offers an intuitive platform with a drag-and-drop functionality that makes it easy to create interactive surveys. Customization Options: With Qualtrics, you can customize customer surveys with different question types and branching logic.

Call Center 52

Call Center Coaching Surveys Contact Center 52

TeleDirect

MARCH 26, 2025

Real-Time Data Access: Allow agents to access client history and documentation instantly. Customer Satisfaction (CSAT) Surveys: Collect insights from clients post-interaction. Self-Service Portals: Let clients check coverage details or medical reports independently.

Customer Care 62

Customer Care Multi-channel support CRM outsourcing 62

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.

Self service 52

Self service CRM virtual call center First call resolution 52

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Easier data verification: when visual proof is required, such as for billing disputes, promotional eligibility or warranty authentication, customers can simply show the agent their documents via their smartphone.

Technology 117

Technology Customer Service Contact Center Self service 117

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Implement AI to capture data across the Customer Journey. Listen to ALL your people.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

TechSee

MARCH 10, 2021

It’s a journey that enables organizations to add vision to more digital touchpoints and allows for more advanced use cases such as visual self-service , while automating repetitive tasks over time. In 2021, remote support has become a standard in customer service and is here to stay. But the organization benefits as well.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

ProProfs Blog

DECEMBER 21, 2020

Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand. It would set some basis for you to improve services and make them more customer appealing. Training Documentation. Surveys work well in this scenario. They are: i.

Surveys 148

Surveys Benchmark Feedback Sales 148

TechSee

FEBRUARY 3, 2020

Field service organizations in particular face the challenge of an aging workforce with 70% of those surveyed stating that they will experience knowledge loss caused by a retiring workforce over the next five to ten years. The contact center is not the only work group suffering from a decline in experience and knowledge.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

delighted

MAY 11, 2023

You’re likely familiar with 5-star surveys. Whether you’ve seen them on an email survey or at the bottom of a help center article, 5-star surveys are universally recognized. They keep feedback collection as simple as possible by asking customers to rate your product or service on a scale of 1 to 5 stars.

Surveys 52

Surveys Feedback Education Self service 52

ROI CX Solutions

JANUARY 9, 2025

Your agents can focus on building meaningful relationships while the AI handles tedious tasks like information gathering and documentation. Discover which aspects of automation can transform your customer service operations and boost satisfaction. Self-service knowledge bases Customers often prefer finding answers themselves.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.

Surveys 94

Surveys Self service Construction Feedback 94

AWS Machine Learning

APRIL 22, 2024

survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. These include the ability to analyze massive amounts of data, identify patterns, summarize documents, perform translations, correct errors, or answer questions. A Gartner, Inc.

Best practices 130

Best practices Benchmark Transportation Engineering 130

Nicereply

FEBRUARY 1, 2022

If your support team doesn’t have any dedicated people keeping your documentation current, now is a great time to do a full review. Examine every existing customer-facing document for accuracy and edit them as needed. Now that you’ve taken a look at your user-facing documentation, check out the internal documents too.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Help Scout

MAY 18, 2021

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. When a live agent isn’t available, Beacon lets your customers search your help documentation within the chat widget. Sometimes customers want to talk to a live person.

Customer Support 116

Customer Support Chatbots Self service Analytics 116

Kayako

JUNE 9, 2022

For example, a customer receives excellent service during a call regarding a specific question. After the fact, a touchpoint survey may indicate the customer was satisfied with the exchange at the moment. However, the survey may not capture the customer’s opinions about their overall experience with the company.

Journey mapping 102

Journey mapping Self service Surveys Sales 102

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. Provide self-service options to your callers, but don’t force these options upon them.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

SEPTEMBER 20, 2024

Use cases overview Some key use cases for Amazon Q Business for organizations include: Providing grounded responses to employees: An organization can deploy Amazon Q Business on their internal data, documents, products, and services.

Wireless 97

Wireless Enterprise APIs Chatbots 97

Help Scout

JULY 15, 2021

Instead of doing a survey course on all the different privacy laws, focus on teaching only the strictest interpretation of the laws that impact how your staff interact with customers. One very useful support-oriented way to utilize staff during those times is to update and add to your self-service content.

Education 116

Education Customer Service outsourcing Self service 116

Totango

MARCH 21, 2023

Finally, delivery happens via varied communication mechanisms such as self-service documentation portals, newsletters, and reviews that come together to make a meaningful impact on both sides of the equation. Don’t forget to make your feedback scalable.

Journey mapping 86

Journey mapping Benchmark Metrics Surveys 86

TechSee

NOVEMBER 22, 2021

One survey reports that: . print the document they need. . A survey by PricewaterhouseCoopers finds that about half of companies feel that remote work has caused a dip in productivity. Visual assistance can also be automated for self-service, allowing for 24/7 resolution with common problem flows.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Hodusoft

SEPTEMBER 14, 2023

It’s critical to actively think about the entire customer journey, define it, map it, and document it.” Ineffective communication or unclear documentation, instructions, and terms Communication plays a crucial role in onboarding tenants. Tenants might struggle to understand their responsibilities and set up their connections.

Best practices 98

Best practices Feedback Education Self service 98

COPC

FEBRUARY 19, 2016

This is especially true when it comes to providing customer service. However, two-thirds of consumers surveyed by Execs In The Know and COPC Inc. utilize multiple channels, including self-service options. Yes, your self-service program relies on technology to deliver information to your customers.

Self service 40

Self service Engineering Feedback Contact Center 40

Nicereply

SEPTEMBER 21, 2021

By documenting complaints through surveys, your team can begin to discover patterns. self-service over email, or chat instead of phone). However, note that cost isn’t everything when it comes to CX – you also need to balance the quality of the customer service with the cost. So, what can you do?

Customer Experience 102

Customer Experience Self service Upselling Metrics 102