Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of self-service.

Customer Support 45

Customer Support Self service Multi-channel support SaaS 45

Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Multi-channel support 57

Multi-channel support Self service Customer Support Sales 57

Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Multi-channel support 48

Multi-channel support Self service Customer Support Sales 48

JustCall

AUGUST 8, 2023

Such trends point toward the untapped potential of voice-enabled shopping for eCommerce. Self-Service Portals Nearly 8 out of 10 consumers attempt to resolve issues by themselves before connecting with a customer service representative. As a result, businesses have to establish their presence across all these channels.

Customer effort 52

Customer effort Multi-channel support Self service Chatbots 52

CSM Magazine

DECEMBER 13, 2024

Zendesk: An AI Powerhouse for the Enterprise When your business operates at scale, your customer service needs are significantly more complex. Zendesk’s AI capabilities are designed for enterprises that require deep customization, advanced analytics, and multi-channel support.

Omni-channel support 52

Omni-channel support Multi-channel support Customer Service Enterprise 52

Hodusoft

JUNE 27, 2024

The Role of Contact Center Software in Omnichannel Strategies Key Features of Contact Center Software for BFSI Benefits of Omnichannel Strategies with Contact Center Software Implementing Omnichannel Strategies in BFSI Future Trends in Omnichannel Strategies for BFSI What is BFSI?

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

Global Response

MARCH 27, 2023

Nail the basics First things first: too many companies get caught up in the latest technology or trends for improving customer experiences and fail to succeed at the basics first. customers cite “ speed , convenience , knowledgeable help and friendly service ” as the “most important elements of a positive customer experience.”

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Quiq

FEBRUARY 2, 2022

Timely responses: Customers expect access to support agents 24/7. Many customers want self-service options, so spend the time and effort to enhance your knowledge base. It requires a deep analysis of both industry-wide and internal trends to decipher the results. See what external trends may have contributed to the score.

Benchmark 52

Benchmark Surveys Metrics Chatbots 52

Hodusoft

JANUARY 1, 2024

There has been a rise in the demand for self-service options, catering to customer preferences. Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. These channels generally include phone, chat, email, and social media.

Contact center software 52

Contact center software Banking Contact Center Finance 52

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. AI tools can then identify certain trends and common issues, as well as the conditions that lead to them.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Hodusoft

AUGUST 9, 2023

Here’s where multi-tenant contact center software can come in handy. For instance, IVR will provide callers with a wide range of options ranging from the language they speak to the department they want to speak to, and the problems they have with the product or service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Four Trends in Gartner Hype Cycle for Customer Service and Customer Engagement.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Hodusoft

MAY 17, 2024

CTI also allows for: Faster call resolution Personalized service Self-service options Apart from leading to happier customers, it results in faster query resolution and superior customer experience. This scalability ensures that organizations can maintain high-quality customer service regardless of their size.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Select VoiceCom Blog

MARCH 16, 2023

Customer service impacts new and existing customers, heavily affecting your business sales. According to a Zendesk trends report, nearly 50% of consumers would move to a different brand after just one negative encounter. Consider implementing self-service tools like chatbots or an FAQs page for your customers.

Customer Service 52

Customer Service Multi-channel support Chatbots Customer retention 52

Hodusoft

JUNE 7, 2024

Key components of call center management Key metrics to evaluate the success of call center management Challenges in call center management Best practices for efficient call center management Trends in call center management An Understanding of Call Center Management What is Call Center Management?

Best practices 52

Best practices Call Center Omni-channel support Management 52