ShepHyken

APRIL 24, 2020

Companies : Many organizations are facing the double whammy of increased customer service volumes and potentially fewer staff. Now is the time to double down on self-service. If new self-service solutions can be added and supported through existing channels, then add them.

Customer Service 151

Customer Service Airlines Self service Entertainment 151

Mindtouch

MARCH 12, 2018

As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream. Control: Omni-Me.

Self service 59

Self service Entertainment Analytics Call Center 59

TechSee

JUNE 12, 2018

Brands can also incorporate entertaining activities to engage the customer. Self-service support. Brands are upping their post-sales service game by enabling customers to tap into powerful AR-based self-service. Post-Sale Support: Solidify the Customer Relationship. Technical support.

Customer Experience 152

Customer Experience Technical Support Self service Entertainment 152

TechSee

NOVEMBER 26, 2019

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. Consumers’ growing demand for visual self-service. The vast majority (78%) prefer to onboard a new device in self-service mode, with how-to videos the top method (55%).

Surveys 104

Surveys Self service Entertainment Contact Center 104

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Speakers: · VP, Sustainability, KB Home. ·

Entertainment 174

Entertainment Surveys Technology Education 174

TechSee

JULY 31, 2019

When a customer reaches out to a company with a technical or service issue, Computer Vision can effectively route the case to the relevant agent, and help the employee diagnose and resolve the problem much faster than if they were relying on voice or text alone. Remote Visual Assistance & Self-Service. Where We’re Heading.

Automotive 149

Automotive Healthcare Self service Transportation 149

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. No wonder that both consumers and companies are turning to online self-service systems. For example, banks scored 82% as a sector, while entertainment retailers answered an average of 49%.

Self service 49

Self service B2C Entertainment Best practices 49

TechSee

AUGUST 12, 2020

Imagine shopping for window treatments by showing your living room to a remote sales representative who can then show you samples that suit your décor and light, or shopping for a new entertainment center by showing your den to a rep who can suggest the models that would best fit your space. Onboarding/unboxing. Pre-purchase.

Self service 109

Self service Entertainment Technology Engineering 109

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Personalize enables hyper-personalization with FMs Customers across industries such as retail and media and entertainment are increasingly looking to make content and recommended products more tailored to user interest in order to drive higher engagement.

Self service 119

Self service Analytics Entertainment Contact Center 119

Kayako

APRIL 18, 2018

Companies are finally giving customers what they really want: fast, accessible self-service. Why design the best self-service pages? 65 percent of consumers view a company favorably if they can solve an issue without calling customer service. 7 Great Examples of Help Centers We Love. Can you blame them though?

Self service 90

Self service Entertainment Finance SaaS 90

Callminer

AUGUST 1, 2017

Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends. 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

SmartAction

AUGUST 18, 2020

His deep understanding of customer service, contact center, media and entertainment, and software industries has brought SmartAction solidly through the COVID-19 crisis while optimizing its software development life cycle, project management, supply chain, and operational efficiency. .

Virtual Agent 94

Virtual Agent Entertainment Contact Center Self service 94

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Call Center 85

Call Center Airlines Contact Center Self service 85

TechSee

MAY 7, 2019

percent) followed by entertainment products, including speakers, TVs, and gaming consoles (25.2 With Gartner predicting that by 2020, 85% of consumers will manage their brand interactions without the input of a human agent, advanced customer self-service solutions – such as AI-driven mobile visual guidance – are more important than ever.

Surveys 107

Surveys Entertainment Education Self service 107

Talkdesk

OCTOBER 12, 2020

BaaS can accelerate your bank’s ability to act as a marketplace, offering your clients services like insurance, travel and entertainment, to extend your brand’s reach and deepening your client’s loyalty.

Banking 83

Banking Interactive Voice Response Self service CRM 83

3CLogic

AUGUST 18, 2020

If an enterprise has already invested in an on-premise telephony infrastructure but is starting to entertain the merits of migrating to the cloud, a Connector can be a good first step.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

TechSee

MAY 15, 2018

As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated.

Marketing 111

Marketing Wireless Entertainment Self service 111

Talkdesk

NOVEMBER 13, 2018

These products include: -Talkdesk Omnichannel. -Talkdesk Mobile. -Talkdesk Self-Service SDK. -Talkdesk Studio. -Talkdesk Live. -Talkdesk Explore. -Talkdesk Benchmark. How will these products be powered, you ask?

Entertainment 78

Entertainment Benchmark Self service Contact Center 78

JustCall

MARCH 23, 2023

Integration with other systems and technologies IVR systems can be integrated with other customer service tools, enabling you to manage and personalize customer requests and self-service options effectively. An IVR should be able to integrate entertainment, education, and sales initiatives.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

Toister Performance Solutions

SEPTEMBER 20, 2018

Shep shares six convenience principles and invites readers to decide which principles work best for their business: Reduce Friction Self-Service Technology Subscription Delivery Access I recently had a chance to interview Shep and discuss his new book. You can pre-order the book now or buy it on October 2.

Entertainment 63

Entertainment Self service Technology Customer Service 63

NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. It’s about knowing what channels your customers need and what type of service they want. There are two key areas where you can get started.

Entertainment 67

Entertainment Scripts Self service CRM 67

Mindtouch

FEBRUARY 7, 2018

It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. So, what the heck does the Hemingway iceberg theory have to do with help content and customer self-service? Your help content is one of the most valuable things you have to offer your customers.

Self service 71

Self service Entertainment Sales B2B 71

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. The difference in performance within individual sectors is also worth highlighting – one entertainment retailer scored 100% and another 5% (failing to fully answer any questions at all).

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Talkdesk

MARCH 17, 2020

In response to the COVID-19 pandemic, many global agencies have issued travel advisories or restrictions, large conferences and entertainment events have been canceled, and companies are beginning to ban business-related trips. The consequences are estimated to cost the U.S. IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Vonage

JUNE 5, 2018

Netflix's Help Center includes an extensive knowledge base with a huge choice of online self-service options, plus a toll-free phone number and email. While it's important to include escalation paths to live agents for more complex queries, self-service reduces the number of frustrated customers and increases satisfaction rates.

Interactive Voice Response 54

Interactive Voice Response Entertainment Coaching Self service 54

Uniphore

JUNE 22, 2021

So, we had to make their rants more entertaining. 2 It’s Hard to Develop Rockstar Employees Today 67% of customer interactions that are handled in the contact center represent complex requests which cannot be managed in self-service, according to a study led by Gartner. Well, at least, we tried.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Eptica

MARCH 18, 2016

Replicating research carried out since 2011, the Study evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter , Facebook and chat.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

AWS Machine Learning

FEBRUARY 6, 2024

For more information about using QnABot with generative AI, refer to Deploy generative AI self-service question answering using the QnABot on AWS solution powered by Amazon Lex with Amazon Kendra, and Amazon Bedrock. Type Self Service and press Enter. How to install developer tools c.

Chatbots 133

Chatbots APIs Self service Banking 133

Inbenta

JULY 5, 2021

are great entertainment if you’re not in a rush or are in the mood for some free laughs. It’s also not a positive for your business, as every call or email into your support center costs time and money that could otherwise be avoided with stronger self-service tools. Suggestions like “How do I….take Probably not.

Customer Experience 64

Customer Experience Entertainment Banking Education 64

GetFeedback

JANUARY 21, 2020

Artificial Intelligence in self-service. Historically, customer service has a reputation for being an unpleasant experience for people on both ends of the call. It can be used for entertainment with recommendations from film, TV, and music streaming sites. Personalization reaches a range of online areas.

Chatbots 78

Chatbots Entertainment Marketing Self service 78

Interactions

AUGUST 6, 2024

Or consider how the parks cleverly hide rides underground and behind facades, even transforming methods for getting to the main ride into entertainment, like the drops in Pirates of the Caribbean and the spooky stretching elevator in the Haunted Mansion. In the real world, customer service may not seem to provide many opportunities for magic.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Interactions

AUGUST 6, 2024

Or consider how the parks cleverly hide rides underground and behind facades, even transforming methods for getting to the main ride into entertainment, like the drops in Pirates of the Caribbean and the spooky stretching elevator in the Haunted Mansion. In the real world, customer service may not seem to provide many opportunities for magic.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Babelforce

MARCH 9, 2022

Provide self-service options. We’ve all been there — you spend more time than you should searching for the right customer service number, dial in to the call center, and then listen carefully to an IVR. If given the choice, most customers would prefer a self-service option. The company has now captured 53.5%

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

bold360 Blog

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Self-service tools help drive digital-first CE.

Self service 52

Self service Chatbots Entertainment Surveys 52