Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

DECEMBER 29, 2024

The list is really a reminder of the type of person we want to engage with our customers. Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Melanie Mingas interviews Perrine Masset, a partner at Deloitte Digital, to get the answer.

Customer Service 187

Customer Service Self service Customer Experience Personalization 187

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 196

Customer Service outsourcing Customer Support Chatbots 196

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 269

Technology Customer Experience Complaint resolution Gamification 269

ShepHyken

DECEMBER 9, 2024

With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My

Customer Service 187

Customer Service B2B Sales Self service 187

CCNG

DECEMBER 11, 2024

Responses must be consistent and predictable Customer service deals with the same issues day in and day out. 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.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

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 243

Self service Technology Contact Center Customer Service 243

ShepHyken

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 393

Brand ambassadors Contact Center Healthcare Self service 393

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights! says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

ShepHyken

SEPTEMBER 15, 2020

As with any new technology, there always needs to be a human fallback. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. They must also find new ways to create that personalized experience. Creating that level of personalization in every instance has huge value.

B2C 325

B2C B2B Self service Sales 325

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. Personalization at a digital level is getting more personal. The word for 2021 will be empathy.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

MARCH 12, 2021

Technology solutions are the need of the hour. Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. All communication must, instead, take place digitally––even self-service.

B2B 388

B2B Journey mapping B2C Telecommunications 388

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. Just be careful you don’t lose the personality of your company. The best companies have figured out the balance between a digital or automated experience and an in-person experience. This is where it gets tricky.

Self service 416

Self service Consulting Consulting Surveys 416

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Outcome : Mixed accuracy. The lesson?

Self service 109

Self service Enterprise Finance Healthcare 109

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. What’s more, you can still go up to the cash register and order with a person if you like that better.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. 3 Integrating all engagement channels through a unified platform (as discussed above) empowers AI assistants and live agents to deliver consistent service across all engagement channels (i.e.,

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ShepHyken

OCTOBER 1, 2019

How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

3CLogic

MARCH 27, 2025

Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce. According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management.

Government 96

Government Self service contact center solutions Contact Center 96

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. New Technologies to Improve Customer Service.

Technology 159

Technology Customer Service Technical Support Self service 159

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Would I market that Amazon experience as personalized? engagement with the customer. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 260

Customer Experience Self service Chatbots Engineering 260

ShepHyken

JUNE 19, 2019

Same goes for when I’m transferred to another person. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently. Customers like a good self-service solution. Otherwise, we wouldn’t make you wait!”. There is no reason for this.

Customer Service 333

Customer Service Self service CRM Customer Support 333

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

TechSee

MARCH 21, 2024

Fiber optic technology has emerged as a leading solution, offering unparalleled speed and reliability. However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. Improved service experience reflected in a 35% rise in CSAT.

Self service 124

Self service APIs Upselling Contact Center 124

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 293

Contact Center Self service Banking Airlines 293

ShepHyken

NOVEMBER 18, 2020

Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Amazon Go is a convenience store chain that has automated or self-service checkout. I still believe that loyalty is driven by emotion, which has always been about the personal connection.

Self service 372

Self service Customer Experience Customer Service Technology 372

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Self-Service Tools Have Evolved Dramatically Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools.

Self service 52

Self service Chatbots Wait times Personalization 52

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 300

Customer Service Self service Metrics Average Handle Time 300

TeleDirect

DECEMBER 25, 2024

A 24/7 call center can adapt to fluctuations in demand, such as seasonal spikes or unexpected emergencies, without compromising service quality. 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 First call resolution 127

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? The largest banks appear to be all about building branch relationships through technology. Umpqua understands that the employee, knowledge, and technology go hand-in-hand in hand.

Banking 310

Banking Airlines Self service Finance 310

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert.

Self service 207

Self service Analytics Transportation Healthcare 207