ROI CX Solutions

JANUARY 9, 2025

Read Time: 8 Minutes Table of contents Introduction Do you want to streamline your customer service operations but aren’t sure where to start? These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Modern chatbots do more than just answer basic questions.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Zappix

OCTOBER 28, 2024

Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Automated Self-Service: Empowering Customers One of the most significant ways digital engagement tools reduce AHT is by enabling self-service.

Average Handle Time 52

Average Handle Time Self service Contact Center Interactive Voice Response 52

CCNG

DECEMBER 11, 2024

That means a Conversational AI solution for self-service has to deliver consistent, accurate answers every single time, no matter how many different ways the customer phrases the issue. For example, given one phrasing of a question, the model can claim to not know the answer, but given a slight rephrase, can answer correctly.”

Customer Service 195

Customer Service CCNG APIs Entertainment 195

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. The response he received after complaining was even more disappointing. Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay?

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer.

Self service 236

Self service Technology Contact Center Customer Service 236

Beyond Philosophy

NOVEMBER 4, 2018

Institute self-service: There are times when you just want to do it yourself. Panera does a great job of this with their self-service ordering and expediting systems where they bring it to the table. Great examples of this are PayPal and Venmo. The Amazon button is a pertinent example of simplicity, too.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

ShepHyken

APRIL 9, 2019

Crafting a Frictionless Service Experience for Employees and Customers. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”. The Interview with Jeff Nicholson: Practically every industry is experiencing a shift to self-service.

Self service 262

Self service CRM Customer Service Marketing 262

3CLogic

DECEMBER 17, 2024

4 For example, GenAI call summarization can save agents an average of 6 minutes per call by automating the process of cleaning up notes and summarizing conversations. AI-powered self-service to become a key pillar of CX Self-service isnt optional anymore its a requirement for any contact center organization.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

TechSee

MARCH 11, 2025

Use Case Example: A leading security provider deployed Sophie AI’s Agent Assist with visual AI capabilities to save hundreds of thousands of dollars in service overhead in the first month alone. Faster Resolution & Proactive Service – AI anticipates customer needs and offers proactive support, increasing retention.

Customer Service 109

Customer Service Education Self service CRM 109

AWS Machine Learning

DECEMBER 23, 2024

For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. In the example conversations, the IVR requests the booking reference from the customer. This is where transcription confidence scores come in to help ensure reliable slot filling. Please say yes or no.

Virtual Agent 108

Virtual Agent Consulting Consulting Accountability 108

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. For example, before the pandemic, delivery was a nice option that some businesses offered.

Chatbots 430

Chatbots Surveys Self service Personalization 430

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

NOVEMBER 8, 2016

They discuss how technology is advancing customer service and support. From self-service options to social media, from chatbots to AI, technology is changing how businesses and their customers interact. For example, they discuss how IT departments are focused more on customer service than ever before.

Chatbots 300

Chatbots Self service Technology Customer Support 300

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Generative AI will improve agent experience by making them more self-sufficient. Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions.

Personalization 241

Personalization Self service Chatbots Customer Support 241

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. by Tracey Ruff.

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

ShepHyken

NOVEMBER 18, 2020

For example, pre-COVID-19 I was at an airport gift shop and bought a book. There was no cashier; just two kiosks for customers to self-checkout. Amazon Go is a convenience store chain that has automated or self-service checkout. You walk in the store, pick up what you want and walk out.

Self service 365

Self service Customer Experience Customer Service Technology 365

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. For example, when asked “What is Amazon Lex?”, The following screenshot shows an example.

Self service 123

Self service APIs Transportation Contact Center 123

ShepHyken

DECEMBER 25, 2019

For example, you can provide the best service at your store during the holidays, but if you have to ship something, you are at the mercy of the shipper. Have good self-service options. While I suggest you do all you can to avoid problems, sometimes they are inevitable.

Self service 288

Self service Chatbots Personalization Customer Service 288

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. For Bot name , enter a name (for example, FAQBot ). Choose Add.

Self service 120

Self service Chatbots Accountability Finance 120

ShepHyken

APRIL 11, 2018

He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. For example, when they visit your website, are there self-service options available to them? A potential client called for help. We’ll refer to them as Company X.

Banking 261

Banking Self service Customer Service 261

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. Example: A telecom provider sees high Customer Effort Scores (CES) scores in its call center, indicating customers are exerting significant effort to resolve issues. Heres how a few ideas how: 1.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

JULY 2, 2021

Some social media platforms like Twitter and Facebook allow brands to automate customer service through a button-based chatbot. See the example below from Macy’s: . Chatbots like these are a great way to answer simple questions and offer customers a self-service option. Don’t promise service you can’t provide .

Customer Service 377

Customer Service Chatbots Accountability Self service 377

TechSee

APRIL 17, 2022

For example, when Mr. Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Beyond Philosophy

NOVEMBER 1, 2019

For example, when you drive your car home from work like you do every workday, sometimes you pull into the driveway and don’t remember driving there. For example, whenever I book a flight, the next thing I do is to contact the driver where I will land. These examples are why good habits are so much harder to form.

Airlines 350

Airlines Education Self service Consulting 350

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

NOVEMBER 27, 2023

For example, instead of searching “discount iPhone,” customers can ask, “I want the best family plan for an iPhone in California.” While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies.

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. Teaches customer service teams to provide world-class service quality by focusing on customer amazement. This way, you’re giving customers self-service options, which helps to take a lot of queries off the shoulders of your team.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

MAY 1, 2019

Here are a few examples from companies you know and have likely done business with, thereby experiencing both their customer service and experience. When you need support, there are good self-service options. They have transparency in pricing by actually informing you of other retailers that have lower prices.

Customer Service 315

Customer Service Advertising Self service Customer Experience 315

Beyond Philosophy

AUGUST 13, 2020

For example, when you drive home at night from work and walk in your front door, you might not remember pulling off the freeway. For example, the American Express Centurion Card experience has some friction. Minimize channel switching by increasing self-service channel stickiness.

Customer effort 457

Customer effort Government Consulting Consulting 457

TechSee

OCTOBER 10, 2024

For example, if a customer asks a basic Agentic AI to reset their account password, the AI can follow a predefined sequence of steps to complete the task with little variation. This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

CSM Magazine

FEBRUARY 6, 2025

Define Your Customer Service Vision What impression do you want customers to have after interacting with your business? Start by defining your customer service philosophy. For example, if your goal is to reduce churn by 10%, your roadmap might include enhancing your retention strategies by improving follow-up communication.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83