CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. What Are Self-Service Portals? What Are Self-Service Portals? Why Are Self-Service Portals Critical in Current Customer Support Ecosystems?

Self service 52

Self service Best practices Wait times Feedback 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. Slash inbound inquiries with self-service. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences. He leads the technology vision, strategy, and direction for the Cisco Collaboration.

Customer Service 183

Customer Service Wait times Self service Technology 183

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

DECEMBER 9, 2024

As the title implies, this article focuses on how great customer service can make a sale. How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold (MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

MARCH 11, 2025

AI has become the topic of the day, and the strides made in automation and self-service have come a long way. What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating.

Customer Service 213

Customer Service Chatbots Self service Technology 213

ShepHyken

APRIL 20, 2021

Almost half of the consumers believe that self-service is more convenient. 82% say that they are willing to use self-service but 46% don’t expect it to work. Right now, most self-service channels are focused on information about the company and its products instead of the customer journey.

Self service 354

Self service CRM Customer Service Marketing 354

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. Here are some tips for building a winning customer experience strategy. What is a Customer Experience Strategy? . Review your existing customer service strategy .

Customer Experience 183

Customer Experience Self service Advertising Chatbots 183

ShepHyken

AUGUST 5, 2019

3 Strategies for Humanizing the Digital Customer Experience by Vibhas Ratanjee and Teresa Tschida. Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff.

Customer Service 274

Customer Service Self service CRM Multichannel 274

CCNG

MARCH 12, 2021

Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. At least 70% of customers go to digital channels first because they prefer self-service.)

Customer Service 370

Customer Service CCNG Self service Contact Center 370

ShepHyken

NOVEMBER 14, 2024

Content generation for customer self-service, with 51.7% Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans Currently, 46.2% of companies actively use generative AI to interact with customers, with an additional 22% running pilot programs. The top use case? testing it.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

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 : Progress at last!

Self service 109

Self service Enterprise Finance Healthcare 109

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

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

MARCH 30, 2022

When working with our clients on their customer service and customer experience initiatives, I always preach the basics have to be in place. Sure, we get into very advanced discussions about how to create the best processes, self-service solutions, the proper way to use data, implement artificial intelligence programs, and more.

Customer Service 174

Customer Service Surveys Self service Customer Experience 174

ShepHyken

APRIL 15, 2022

Every organization strives to create a customer experience strategy that provides it a competitive edge in the market and delivers maximum value and revenue for the business. The idea behind building a great customer experience strategy is to achieve higher business growth through increased customer satisfaction. Conclusion .

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? More and more customers are looking for digital and self-service options. Customers prefer a self-service solution on the Internet over calling a company, being put on hold, potentially repeating their story, and more.

Airlines 323

Airlines Self service Customer Service Customer Experience 323

ShepHyken

JULY 14, 2020

They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.

Self service 323

Self service Customer Service Customer Experience Marketing 323

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

Fonolo

NOVEMBER 8, 2022

Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! It is also another terrific opportunity to collect customer data to inform future strategies and initiatives. Self-service doesn’t always need to be high-tech.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Strategies. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Fonolo

DECEMBER 15, 2022

Below we’ll discuss some areas you can address when developing your call center improvement strategy. Provide Self-Service Options. Did you know that 45% of companies that offer web or mobile self-service report an increase in site traffic and reduced phone inquiries? Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

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

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. 3 Managing tightening budgets Agencies must balance modernizing services and efforts while often constrained by budgets. The result?

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

FEBRUARY 12, 2024

Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect.

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

ShepHyken

JANUARY 4, 2023

Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S. And just as Boomers are driving the traditional phone channels, Gen-Z and Millennials are moving the needle on these self-service options. . population, prefer the phone any other channel.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . 5 brand examples of great customer service on social media . Self-service customer support is trending upwards.

Customer Service 333

Customer Service Advertising B2B Chatbots 333

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them.

Upselling 305

Upselling Self service Best practices Customer Support 305

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Brands with exceptional customer service gain a competitive advantage. Key Strategies to Reduce Call Center Wait Times 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Most contact centers are using AI, but their contact center management strategies need to be updated to match.

Best practices 52

Best practices Contact Center Management Call Center 52

TechSee

MARCH 11, 2025

Business Value: Revenue & Subscriber Growth – AI-powered self-service keeps customers engaged, ensuring frictionless interactions 24/7. What’s our change management strategy? Churn Prevention – AI resolves issues instantly, before frustration turns into lost business. How will we measure success?

Customer Service 109

Customer Service Education Self service CRM 109

Beyond Philosophy

MAY 25, 2022

If you don’t have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.

Contact Center 370

Contact Center Consulting Consulting Coaching 370