Myra Golden Media

JULY 11, 2019

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. In this article, I’m going to show you how to spot when it’s time for you to step up, and help a customer use self-service, much like the airport employee did for me.

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Self service Airlines Customer Experience Customer Service 159

ShepHyken

AUGUST 5, 2019

10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. Multichannel Merchant) Panelists shared these 10 tips to help merchants determine when customer care self-service makes sense, and when to provide live agent support.

Customer Service 274

Customer Service Self service CRM Multichannel 274

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. Chatbots vs Knowledge Bases: Which One Is Better?

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

Contact Center Pipeline

SEPTEMBER 17, 2019

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Yet I remain hopeful that astute deployment of new technology may tip […].

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Self service Technology APIs Analytics 113

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. You can build your winning customer experience strategy with these quick tips. .

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Customer Experience Self service Advertising Chatbots 183

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

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Self service Best practices Customer Support Chatbots 118

Callminer

MARCH 30, 2020

However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Letting customers know what is going on within your organization can create opportunities to direct them to self-service alternatives where possible.

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Best practices Contact Center Call Center Interactive Voice Response 207

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. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. Bi-weekly one-on-ones.

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Customer Service Chatbots Education Feedback 371

Help Scout

DECEMBER 14, 2021

When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started. Read the full article

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Self service 107

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

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Self service Surveys Customer Support Customer Service 105

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.

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Self service Airlines Accountability Customer Care 110

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. Here are seven tips for creating an outstanding experience while simultaneously increasing ROI.

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Customer Experience CCNG Customer centricity Big data 195

ShepHyken

APRIL 5, 2021

I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. This article shares some tips that apply to most businesses.

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Customer Service Contact Center Self service Customer Experience 319

Win the Customer

SEPTEMBER 15, 2020

Here are 7 tips for call centers to improve customer experiences: 1. First, make sure that your call scripts are up-to-date, and that your self-service technologies (i.e. The post 7 Tips On Call Center Customer Experience Improvement appeared first on Win the Customer! Be Responsive. Resolve Issues Quickly.

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Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. We would pay for goods and services, even tip the valet, without having to physically exchange cash. There was an employee to help people who couldn’t figure out the system, but I observed that nobody talked to her.

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Self service Customer Experience Customer Service Technology 365

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. There you have it, five ways to deliver a better-than-ever customer service experience. The customer expects more than ever.

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Customer Service Self service Personalization Technology 290

Fonolo

MAY 4, 2021

Improve your self-service options. Forbes recently declared self-service technology a top priority for contact centers, which isn’t surprising considering the increased demand of all customer service channels during the pandemic. Invest in self-service features like chat, SMS, MMS, email, and website chatbots.

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Contact Center Interactive Voice Response Call Center call center software 152

ShepHyken

NOVEMBER 1, 2020

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

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Customer Service Customer Support Self service Customer Experience 272

Fonolo

FEBRUARY 18, 2021

We’ve got eight essential tips so you can start improving your contact center today. TIP: Ask yourself: is this issue a symptom of a larger problem? Can you offer self-service channels on your website? The post 8 Tips for Selecting an Effective Contact Center Strategy first appeared on Fonolo.

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Contact Center Abandon rate Average Handle Time First call resolution 148

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

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Self service Chatbots Engineering Customer Support 98

Fonolo

OCTOBER 14, 2021

TIP: It can be helpful to create sub-categories for cost per contact by department. It connects customers using web or mobile services to your IVR so they can easily get into the queue and schedule a call-back. Empower your customers with self-service options. Have you heard of Visual IVR ?

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

ShepHyken

APRIL 23, 2021

Peter, the Shopify representative, not only provided product screenshots but a full thread of helpful tips and explanations. What they did right: The final brand example on this list isn’t a customer service interaction between two humans. Self-service customer support is trending upwards.

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Customer Service Advertising B2B Chatbots 333

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

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Self service Call Center Interactive Voice Response Chatbots 87

ProProfs Blog

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. They all have some practical tips that contribute to building a better service for your customers. Empower your customers to self-serve. That’s okay.

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Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Steve DiGioia

SEPTEMBER 17, 2018

You can’t give good service when you have a need for instant gratification and the onslaught of limited service businesses and self-service kiosks have changed the overall service experience from what it was years ago.

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Self service Customer Service Management 231

ShepHyken

APRIL 22, 2024

This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. My Comment: Customer Experience (CX) doesn’t have to be complicated.

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Customer Service B2B B2C Advertising 213

ShepHyken

AUGUST 11, 2024

Discover how it affected customer experience and tips on how CX leaders can prepare for such incidents. BONUS Self-Service Customer Service: Key Capabilities and Strategies by Gartner (Gartner) Modern CX demands a self-service-first mindset.

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Customer Service Self service Airlines Government 213

ShepHyken

MAY 22, 2017

7 Powerful Customer Service Phone Tips by Pascal van Opzeeland. Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face.

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Airlines Customer Service Self service Technology 207

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

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Customer Service Self service Feedback Customer Care 192

ShepHyken

APRIL 2, 2018

Then, take a minute or two to read this short article with some basic, yet important, tips to deliver authentic customer support. Customer service could start living up to its name by The Economist. Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Do you want more sales? Yes and yes!)

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Customer Service Self service Surveys Scripts 137

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

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Contact Center Self service Banking Airlines 289

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.

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Customer Service Self service Surveys Contact Center 178

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Customer Service 209

Customer Service Self service Chatbots CRM 209

ShepHyken

JUNE 13, 2016

My Comment: Twitter has become an important customer service channel. This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. Converstional) How important is customer service to your business?

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Customer Service Upselling B2C Customer retention 208

ShepHyken

NOVEMBER 23, 2018

It allows them to feel like they can do something with the service they received, whether it was good or bad. Self-service options let the customer take care of themselves without assistance. For more tips on how to make your service more humane and less robotic, check out our post on the uncanny valley of customer service.

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Customer Support Customer effort Self service Metrics 273

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. The 5 Cardinal Rules for a Stellar CX.

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Journey mapping Customer Experience Self service Personalization 236