ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Kayako

APRIL 12, 2022

Sushant Dashputre, Assistant Manager of Technical Support at Quick Heal. Are you ready to deliver Friction-Free Customer Service? Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Increasing NameCheap’s agent productivity through a self-service knowledge base.

Customer Service 118

Customer Service Self service Education Technical Support 118

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

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

TechSee

NOVEMBER 16, 2020

Instead, remote support is available at every channel and at every touchpoint of the customer’s journey – from purchase and setup through warranty activation, and all the way to troubleshooting issues. 6: Encourage self-service and automation. Looking Ahead with these Remote Support Best Practices.

Self service 109

Self service Best practices Contact Center Technical Support 109

NobelBiz

OCTOBER 22, 2024

NobelBiz’s analytics tools provide insight into what matters most to your customers-whether it’s technical support, billing questions, or product usage. ‘Understanding what your customers need is more than just answering calls; it’s about leveraging data to stay ahead of their expectations.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Callminer

AUGUST 1, 2017

Provide self-service options to your callers, but don’t force these options upon them. This can be done by understanding what the user did prior to the call, either on the enterprise’s website, its self-service application, or on the service offered by the enterprise directly.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . IT Support Services Prices aren’t Cheap.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Amity

FEBRUARY 27, 2019

Self-success is a logical extension of customer self-service. Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels.

Technical Support 64

Technical Support Self service Best practices Construction 64

Totango

SEPTEMBER 7, 2021

Optimizing self-service tools to pre-empt support issues. Taking a team-based approach to customer success management. This combines automated efficiency with personalization, making your touchpoints feel more human even though you’re using technology to enhance your support.

B2B 84

B2B B2C Best practices Self service 84

Kayako

JANUARY 7, 2016

We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. Customers expect support to be available 24/7.

Customer Support 63

Customer Support Self service Consulting Consulting 63

SmartAction

NOVEMBER 22, 2023

It can verify new accounts, take payment information, provide technical support, automate routine tasks with human assistance, and more. Realize substantial savings through deflecting calls to self-service channels such as a knowledge base. And offer after-hours support with a much smaller team.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Team-based models. For every customer episode – paying a bill, getting technical support with activating a device, etc.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Amity

MAY 18, 2016

Self-success is a logical extension of customer self-service. Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels.

Technical Support 54

Technical Support Self service Best practices Construction 54

Taylor Reach Group

NOVEMBER 17, 2017

2) Video Service will continue to increase and become mainstream. Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. 3) The Shift to Self-Service will accelerate.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

Taylor Reach Group

AUGUST 28, 2017

Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible in a knowledge-base (KB). How does Knowledge get into a Knowledge-base? All of which may prove costly.

Management 80

Management CRM Engineering Technical Support 80

ProProfs Blog

SEPTEMBER 28, 2018

Greater customer productivity- Self-service websites and FAQ pages are great when inquiries are simple in nature because there’s no waiting – customers can quickly achieve their objective. Conversation record- Live chat software typically allows customers to download a transcript of the conversation once it is finished.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Comm100

APRIL 9, 2021

While wait times for financial services and banking are low, it could still be improved on – after all, low wait times are one of the top signs of a great client experience. A strong knowledge base is core to self-serve and should be accessible on any site. Mobile chats.

Benchmark 94

Benchmark Best practices Banking Wait times 94

Xaqt

FEBRUARY 4, 2020

How to Reduce Your Customer Support Costs by 85% and Take Your Customer Experience to the Next Level with a Conversational IVR That Integrates With Any CRM or Ticketing System. You might also provide the ability to create a Zendesk support ticket online or through email. Well now you can. Well now you can.

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

bold360 Blog

SEPTEMBER 23, 2020

Worried about the risk of visiting a branch in person, members who are using remote deposit capture for the first time are contacting you for technical support. told attendees at the recent CXNext virtual event that support calls and chats skyrocketed with COVID-19-related questions. from the prior year.

Self service 52

Self service Technical Support Banking Call Center 52

DMG Consulting

OCTOBER 4, 2018

Today it is viewed as an essential contributor to AI solutions, as the knowledge base is a great source of the data needed to feed AI solutions. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge.

Management 72

Management Virtual Agent Gamification Technical Support 72

Blueship Call Center

JULY 7, 2023

Chatbots and Virtual Assistants The usage of chatbots and virtual assistants is one of the most significant ways technology is revolutionising customer service. These automated systems can respond to common questions, offer support around-the-clock, and assist clients with self-service alternatives.

outsourcing 75

outsourcing Customer Service Customer Care Self service 75

Kayako

OCTOBER 13, 2016

In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support. The Help Desk Institute advocated providing a place where employees could receive technical support relating to their organization’s IT infrastructure.

Personalization 99

Personalization Customer Service outsourcing Technical Support 99

CrazyCall

OCTOBER 18, 2019

With that in mind, we created a list of the best customer service tools, that will help you to overcome these challenges and obstacles and make you and your customers happy. Table of contents: Why Do We Need Customer Service Tools? Knowledge Base. Social Media Support. Knowledge Base. Phone Software.

Customer Service 63

Customer Service Interactive Voice Response Feedback Wait times 63

Hodusoft

SEPTEMBER 14, 2023

That’s why ISPs must make sure that tenants are easily able to reach helpful and knowledgeable support staff as soon as they face any issues. That’s because many tenants may prefer to solve issues on their own without contacting customer support. Also, automated activation procedures can considerably speed up the process.

Best practices 98

Best practices Feedback Education Self service 98

JivoChat

AUGUST 27, 2023

24/7 Technical Support and Customer Service Providing exceptional customer support and technical assistance is crucial for maintaining customer satisfaction and resolving any issues that may arise. This ensures customers can request assistance using their preferred method and receive prompt, personalized support.

CRM 75

CRM Technical Support Analytics Enterprise 75

Education Services Group

FEBRUARY 3, 2021

Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. Clearly, there was an opportunity to expand from strict technical support to a scalable channel for more complete customer engagement. When 72% of U.S.

Technical Support 59

Technical Support Self service Technology Enterprise 59

CSM Magazine

OCTOBER 9, 2024

Enhancing Customer Satisfaction Focusing on specific factors influencing customer satisfaction can greatly improve the support experience for online gamblers. Key aspects such as personalization, prompt responses, and effective technical support are crucial in fostering positive interactions.

Technical Support 52

Technical Support Wait times Customer Support Personalization 52

Select VoiceCom Blog

NOVEMBER 20, 2022

The most common IT management solutions are help desks, service desks, and technical support systems. They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Vcaretec

APRIL 10, 2023

This includes providing real-time assistance to customers via chat, such as answering product inquiries, resolving issues, and providing technical support. Social Media Support: Social media support outsourcing involves outsourcing social media management and support services to a third-party provider.

outsourcing 52

outsourcing Customer Service Self service Best practices 52

Taylor Reach Group

MAY 30, 2017

Self-learning email management platforms to recommend responses based on past responses to a set of keywords is similarly ’long in the tooth’. . . More than two decades ago when IVR self-service first became a mainstream solution, we first gained the ability to complete a transaction without human involvement.

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

RichCall

SEPTEMBER 13, 2017

self-service. As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

JANUARY 14, 2016

Gone are the days when companies could offer only phone and email options for customer service and technical support. These days, consumers expect easy access to customer service in every way possible. Self-Service Tools – Good for Everyone. Social Media Is a Powerful Support Platform.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Vcaretec

APRIL 10, 2023

Outsourced customer service is the practice of hiring a third-party provider to handle customer service and support functions on behalf of a company. This involves outsourcing tasks such as responding to customer inquiries, resolving issues, providing technical support, and processing orders.

outsourcing 52

outsourcing Customer Service Self service Customer Support 52

Nicereply

OCTOBER 29, 2020

Enable Self-Service with Knowledgebase. According to another report, 51% of users prefer technical support through a knowledge base, which is interactive and easy to use. The reason is simple – self-service is faster, and there’s also an associated sense of satisfaction.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Global Response

JANUARY 9, 2023

B2B customer service typically involves talking to representatives on behalf of a company, rather than individual purchasers themselves. To understand how to do B2B customer service well, we need to first understand the similarities and differences to B2C customer service, so we can understand the implications of each.

B2B 62

B2B B2C Customer Service Self service 62