ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. In the U.S. of all sales.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. Feedback is a huge opportunity for insight.

Self service 261

Self service Chatbots Feedback Customer Service 261

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

Self service 110

Self service Airlines Accountability Customer Care 110

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation.

Self service 124

Self service APIs Upselling Contact Center 124

ShepHyken

NOVEMBER 20, 2020

This way, you’re giving customers self-service options, which helps to take a lot of queries off the shoulders of your team. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Track and Measure Key Customer Service KPIs.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

APRIL 13, 2022

I’ve written about being a 12-year-old birthday party magician when my parents taught me some basic customer service lessons. Show up on time, say thank you, follow up to get feedback, and a few other important lessons that any and every business should practice. I was working at a self-service gas station.

Customer Service 339

Customer Service Self service Feedback Management 339

ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Many are common sense and reminders, yet pay attention to numbers four and five.

Customer Service 398

Customer Service Customer Support Surveys Self service 398

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation.

Self service 109

Self service APIs Upselling Contact Center 109

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. QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback.

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. Listen and take the customer queries and feedback seriously.

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact).

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Implement self-service portals for tasks like billing inquiries, order tracking, or password resets. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

CSM Magazine

FEBRUARY 6, 2025

Regularly revisit and adjust your milestones to reflect customer feedback and shifting priorities. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

NOVEMBER 15, 2019

Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone. Offering faster, more convenient service at literally any time. These apps can determine caller intent and automatically direct them to the right destination, whether it’s a self-service function or an agent.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

TeleDirect

DECEMBER 25, 2024

Provide self-service options for customers. Maintain Quality Standards Regularly evaluate agent performance and customer feedback. How 24/7 Call Centers Use Technology to Improve CX Modern 24/7 call centers leverage advanced technologies to enhance efficiency and customer experience. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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

Beyond Philosophy

AUGUST 13, 2020

Minimize channel switching by increasing self-service channel stickiness. Use feedback from disgruntled or struggling customers to reduce Customer Effort. Customer feedback is essential to fostering customer-driven growth from your experience. Organizations train customers on how to do things.

Customer effort 457

Customer effort Government Consulting Consulting 457

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

JUNE 4, 2021

Hence, self-service automation is important so that customers can find their answers easily and the customer agents are only left with complex customer queries. The self-service can be implemented with the help of FAQs and chatbots where the customers can find their solutions only with a few clicks. Gather feedback.

First call resolution 213

First call resolution Management Chatbots Self service 213

ShepHyken

FEBRUARY 7, 2017

After Shep’s opening comments, Shep and Jeremy discuss how you can measure what the customer is saying through listening, and paying attention to your customer satisfaction or Net Promotor Score surveys, and the verbatim feedback that accompany them. The customer service department will happily share feedback from your customers.

Surveys 238

Surveys outsourcing Feedback Self service 238

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. While there was a live agent option, it wasn’t presented until later.

Customer centricity 231

Customer centricity Chatbots Self service Feedback 231

Beyond Philosophy

AUGUST 10, 2020

Minimize channel switching by increasing self-service channel stickiness. Use Feedback from disgruntled or struggling customers to reduce Customer Effort. When your team is minding the customer’s emotions, it eliminates moments in your experience that can cause uncertainty or stress for customers.

Customer effort 322

Customer effort Government Self service Consulting 322

TeleDirect

MARCH 14, 2025

Offer self-service options for quick solutions to common issues. Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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 97

Virtual Agent Self service Transportation Customer Experience 97

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. feedback@ (Contributed by: , @jacobshields20 ). When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. care@ (Contributed by: , @mintsev ).

Customer Support 316

Customer Support Wait times Self service Best practices 316

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. Listening to customers can provide valuable insights into areas where service can be improved.

Customer Service 52

Customer Service Self service Chatbots Morale 52

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

CSM Magazine

MARCH 14, 2025

Despite the store having 16 self-service checkout machines installed, only half of them were operational, leaving Jack and other customers waiting in line for over ten minutes while eight machines stood unused. Retailers must recognize that offering faster checkout options like self-service machines isnt enough.

Self service 52

Self service Wait times Feedback Sales 52

ShepHyken

SEPTEMBER 10, 2021

Provide an omnichannel service experience. . Develop a self-service experience. Provide employee feedback platforms that can help stimulate small changes. Use customer feedback and craft an action plan that addresses what your customers want from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CSM Magazine

MARCH 27, 2025

Collect Feedback from the Frontline Ask your agents and supervisors where they experience bottlenecks. Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service CCNG 195