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. One of the most undervalued call center metrics is…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

MARCH 11, 2025

Business Value: Revenue & Subscriber Growth – AI-powered self-service keeps customers engaged, ensuring frictionless interactions 24/7. Adoption is critical—train agents, educate customers, and optimize continuously. Define key performance indicators (KPIs) for growth, churn prevention, and operational impact.

Customer Service 109

Customer Service Education Self service CRM 109

AWS Machine Learning

JULY 1, 2024

In this post, we demonstrate how you can build chatbots with QnAIntent that connects to a knowledge base in Amazon Bedrock (powered by Amazon OpenSearch Serverless as a vector database ) and build rich, self-service, conversational experiences for your customers.

Self service 126

Self service Chatbots Accountability Finance 126

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. One day after I queued up, I noticed these self-service queues for check-in just to the right-hand side of my regular line. Back in the day, I used to turn up at the airport and get in the line to check in.

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 291

Contact Center Self service Banking Airlines 291

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.

Self service 83

Self service Contact Center Chatbots First call resolution 83

LiveVox

AUGUST 28, 2023

The rise of artificial intelligence (AI) in the higher education lending sector is completely transforming the way education lenders engage with customers, streamline operations, and enhance customer experience.

Education 80

Education Customer Experience Virtual Agent Chatbots 80

AWS Machine Learning

NOVEMBER 15, 2024

With the QnABot on AWS (QnABot), integrated with Microsoft Azure Entra ID access controls, Principal launched an intelligent self-service solution rooted in generative AI. Now, employees at Principal can receive role-based answers in real time through a conversational chatbot interface.

Chatbots 114

Chatbots Engineering Enterprise Government 114

ShepHyken

MAY 14, 2021

Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. This self-service-led trend is here to stay. The 5 Cardinal Rules for a Stellar CX.

Journey mapping 240

Journey mapping Customer Experience Self service Personalization 240

delighted

MAY 4, 2022

If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important? Customers prefer self-service solutions .

Self service 82

Self service Abandon rate Surveys Feedback 82

TeamSupport

MARCH 6, 2020

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue.

Self service 69

Self service Education Personalization Customer Experience 69

CSM Magazine

FEBRUARY 6, 2025

Map the Customer Journey Understanding your customers full lifecycle with your business is key to identifying moments when great service can make a difference. Pre-purchase Stage : How do you attract and educate potential customers? Month 3-5 Introduce a self-service returns portal to reduce customer wait times.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

JANUARY 11, 2023

Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means). When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success?

Customer Service 195

Customer Service CCNG Education Self service 195

JivoChat

MARCH 12, 2023

Running an international education business is a complex task that challenges you on so many different levels. The ultimate goal is clear- attract new students constantly and make sure they’re happy with your service. To improve it, many international education businesses are choosing to go multilingual. Why is it so important?

Education 75

Education Customer Support Customer retention Self service 75

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. The article includes my comment that Amazon has educated its customers about what a great experience looks like.”

Customer Service 216

Customer Service B2B B2C Advertising 216

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. It’s here to stay, and it will get better over time. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service CCNG 195

ShepHyken

SEPTEMBER 10, 2021

Provide an omnichannel service experience. . Develop a self-service experience. Educate your customers about the new technologies so that they can easily extract value from the innovations.? . The following five-step plan will help you build a personalized customer experience: .

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

CCNG

SEPTEMBER 13, 2023

Alcon CS feels that associate engagement should be a higher priority than customer engagement and celebrate holidays and Customer Service Week. Alcon offers a voluntary program called Grad School for continuing education of their associates.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. This word is now more important than any other word. Although not initially. Click to Tweet.

Contact Center 149

Contact Center Coaching Education Call Center 149

ShepHyken

AUGUST 1, 2017

AI is poised to transform how customers interact with businesses, but some customers must first overcome some educational and emotional hurdles. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: How can artificial intelligence (AI) turn self-service into great service?

Education 197

Education Self service Best practices CRM 197

Bill Quiseng

APRIL 18, 2021

At the same time, retail technology in the form of self-service or contactless purchases may have made it more convenient for the customer, but it eliminated the human connection. Take ownership for the education of those you select to deliver the experience your customers are expecting. That education starts on the first day.

Customer Service 167

Customer Service Education Self service Advertising 167

CSM Magazine

DECEMBER 10, 2024

Provide Self-Service Options and Accessible Documentation While personalized support is crucial, cryptocurrency businesses should also invest in self-service options to address common customer inquiries.

Customer Service 52

Customer Service Self service Chatbots Morale 52

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.

Self service 59

Self service Enterprise Wait times Abandon rate 59

Beyond Philosophy

JUNE 6, 2024

Tobey thinks half of her current job has been education about determining the most impactful starter use case for AI rather than trying to implement everything simultaneously. For example, if the contact center is overloaded, the team might suggest a self-service flow to address that.

Self service 195

Self service Enterprise Technology Education 195

Zappix

MARCH 27, 2024

According to recent research conducted by CMP, self-service solutions emerge as a key strategy in achieving both objectives. A staggering 59% of companies acknowledge that increasing customer adoption of self-service is crucial for cost reduction.

Self service 52

Self service Customer Experience Education Feedback 52

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

HGS

JANUARY 25, 2021

In early 2020, just after the last trends-list cycle, the financial services client engaged HGS to help the client’s cross-functional team of approximately 20 decision-makers to: Evaluate the current state of their contact center operations. Facilitate a goals and needs analysis discussion with all key stakeholders.

Contact Center 130

Contact Center Banking Education Self service 130

ChurnZero

APRIL 21, 2023

Enter digital customer education. This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. Q: Have you fully transitioned from traditional (e.g., Steve: You’re not alone in this concern.

Education 52

Education Self service SaaS Enterprise 52

ShepHyken

AUGUST 1, 2017

AI is poised to transform how customers interact with businesses, but some customers must first overcome some educational and emotional hurdles. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: How can artificial intelligence (AI) turn self-service into great service?

Education 31

Education Self service Best practices CRM 31

bold360 Blog

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

Customer Support 98

Customer Support Self service Wait times Education 98

Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Kayako Benefits for Namecheap: Improved self-service knowledge base. Discover Kayako Single View.

Customer Service 118

Customer Service Self service Education Technical Support 118

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.

Chatbots 144

Chatbots Self service Technology Education 144

Nicereply

APRIL 13, 2022

Self Service Apps in Customer Service. One of the best customer experiences is self-service. Customers love self-service. Self-service is the empowerment of the customers. 86% of surveyed customers acknowledge that they prefer self-service. Source: Software1top.

Customer Service 119

Customer Service Chatbots Self service Advertising 119

Fonolo

DECEMBER 13, 2018

Another thing to consider is the quick and efficient education of this seasonal staff: Be smart and plan ahead: Put in place a protocol to find and on-board customer service reps as fast as possible. Set Up Self-Service Portals .

Customer Service 113

Customer Service Call Center Gamification Self service 113

The Petrova Experience

OCTOBER 8, 2020

We need to educate the business world about what Customer Experience really means. Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” Customer experience education is essential to keep up with 2021 customer experience trends.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Inbenta

OCTOBER 30, 2024

Some common examples: Frequently Asked Questions (FAQ) Community forums How-to articles and tutorials Education portals and training programs Why implement a KMS? It lowers support costs through self-service and addresses documentation gaps and knowledge silos. Knowledge management systems can take various forms.

Self service 52

Self service Chatbots Engineering Education 52