TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Collaborative video calls between CS personnel and end users enable faster resolution, significant truck roll reduction and improved NPS across the board. It’s the proverbial win-win, with both company and customer deriving additional value from relationship.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

JUNE 1, 2021

Visual assistance transforms a self-service channel like web, chat, or online video tutorials into a visual, interactive, and personalized experience, allowing freelancers to resolve issues by themselves without the need to contact the brand’s support center. Solution: Boost product registration.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

TechSee

SEPTEMBER 7, 2021

Remote visual assistance – either through an agent or in self-service mode powered by computer vision AI – can simplify product registration and streamline warranty management. This works by using images and video from past support interactions to help train and onboard new agents and technicians. service contracts .

Technical Support 191

Technical Support Sales Upselling Coaching 191

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. “Do you want to SuperSize that?”

Sales 124

Sales Technology Customer Service Chatbots 124

TechSee

JULY 31, 2019

Today, the ubiquity of smartphone cameras ensures a constant stream of photos and videos and Computer Vision technology has become easily accessible, making it even more appealing to enterprise. Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling.

Automotive 149

Automotive Healthcare Self service Transportation 149

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Mindtouch

OCTOBER 6, 2017

Then, the Training team and Customer Success produce different content and videos in piecemeal silos to help the client achieve specific outcomes. David Kay published a great article about this recently and provides a Knowledge-Centered Service (KCS ® ) approach to this unification. Content alignment.

Self service 48

Self service Upselling Analytics Sales 48

TechSee

JULY 17, 2018

A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. During the IVR conversation, the customer is requested to upload an image or video. Assisted Service. Self Service.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Fonolo

APRIL 6, 2020

Substandard mobile apps and no video conferencing are some of its flaws but all in all, it’s a well-rounded software program that can help you connect with customers in more than 50 countries. Allowing you to connect to multiple customer service channels, including rentable telephone lines, live chat, and email queues.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. Video improves the caller experience even more.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. link] These models can be used as part of your automated self-service Visual Journeys, through Sophie AI Assistant and the Sophie AI Agent.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

FEBRUARY 23, 2021

By contrast, service providers who succeed in making the transition as seamless as possible can use the 3G sunsetting as an opportunity to upsell and remove barriers to broader adoption of home automation technology. Technicians can transmit videos and images of technical issues from the field and receive support.

Self service 109

Self service Wireless Contact Center Government 109

TechSee

MAY 29, 2018

Video is becoming increasingly entrenched in daily life. Businesses in all categories seek solutions for enhanced video engagement with customers. One example is the explosion of product unboxing videos. One example is the explosion of product unboxing videos. These videos have more than a billion views annually.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

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. This positions the agent as a holistic customer ‘account manager’ – just like in T-Mobile’s TEX model – rather than someone there to fix only a narrow range of issues.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SmartAction

JANUARY 28, 2019

From IVR to chatbot and other self-service automation, none exhibit the cognitive capabilities of today’s purpose-driven, practical AI solutions for the contact center. Using data from the customer record, as well as from recent or repeated activity, self-service AI can ask more intuitive questions about why a customer is calling.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

SmartAction

SEPTEMBER 16, 2020

What are the types of applications/calls that make the best use of AI self-service? When considering AI-powered self-service, what are the minimum number of interactions a company should have? When preparing your organization for AI powered- self-service, what are the main questions that companies need to ask themselves?

Virtual Agent 88

Virtual Agent Self service outsourcing Call flow 88

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. 5% fewer calls to live agents.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. If all your formatting, copy, images, video, and context create a dim CTA— you end up with many fender benders— and a lot of possible churn. self-service over email, or chat instead of phone).

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

Eptica

SEPTEMBER 10, 2015

While digital service can save money, it is imperative that companies invest first, both in the online experience and also in informing customers about the benefits and advantages of reaching for the mouse or tapping the screen rather than picking up the phone. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

TechSee

DECEMBER 2, 2020

Calling tech support and having a video call – well, that’s a whole different story. This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Sure it does, but that’s only one side of the coin.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Demonstration videos. Video chat. Upsell purchases. Examples include: Search engine queries and ads. FAQ searches.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 88

B2B SaaS Education Brand ambassadors 88

TeamSupport

AUGUST 17, 2020

And in the course of the dialogue, may uncover an opportunity to upgrade their account—an upselling opportunity—and that can only be determined by taking time to find out what the real problem is…and fix it! Self-service. Cost center : Solving a customer problem via screen share or video chat is just too much work.

B2B 59

B2B Self service Upselling Customer Support 59

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Talkdesk

FEBRUARY 5, 2021

Video commerce. One of the ways retailers are getting creative with online commerce is through video. Retailers at NRF shared that social media and video have become key channels not just for their marketing teams, but also for their associates. . At the end of the day, people don’t buy stuff. They buy experiences. .

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

ChurnZero

AUGUST 14, 2020

The tool is used to facilitate and track interactions between support agents and customers via live chat, social media, phone, and email (often ticketing) as well as to create knowledge bases and other self-service customer help resources. Customer Support/Service or IT Operations. Who owns it? Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Enghouse Interactive

SEPTEMBER 17, 2021

Companies today need to be able to interact with customers on an expanding number of contact channels, from video calls and email to chat, social media and the phone. Video provides the ability to show a faulty product for example, while email delivers a written audit trail, and the telephone brings personal, conversational help.

Upselling 54

Upselling Chatbots Self service Marketing 54

Mindtouch

SEPTEMBER 27, 2018

From onboarding to potential upsells, she guides the customer to find solutions that best fit their needs. “Customer service, to me, means not only understanding your customer but providing value to that customer along the customer journey.” ” Customer Relationships are Rooted in Trust.

Management 80

Management Best practices Upselling Coaching 80

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Hodusoft

JULY 24, 2024

Cross-selling and Upselling Cross-selling means selling related or supplementary products to customers. Upselling means selling a higher-end version of a product they intend to buy or have already bought. Both cross-selling and upselling strategies involve selling to an existing customer.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Hodusoft

MARCH 8, 2019

If they do, they can conduct cold calls or just send SMS with offers to existing customers and upsell or cross sell. It gets even more interesting when WebRTC video and audio chat as well as conference facility is included I the call center software. Video improves the caller experience even more. Speed of resolution is high.

Contact center software 40

Contact center software call center software Interactive Voice Response Contact Center 40

CSM Magazine

DECEMBER 19, 2020

Automation is now the most significant part of the customer service industry globally, and Microsoft CRM has now enabled even small businesses to automate crucial tasks. You can easily create virtual self-service assistants for customers who are available 24×7 with hundreds of advanced capabilities. Conclusion.

CRM 52

CRM Customer Service Upselling Analytics 52

GetFeedback

AUGUST 16, 2018

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. Self-Service Metrics. The better your self-service content, the fewer cases you’ll get. But measuring your self-service content is important if you want to maximize its effectiveness.

Metrics 79

Metrics Customer Service Surveys Self service 79

Solvvy

JULY 5, 2018

This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. In order to help customers engage with their products, answer their questions, and upsell them on paid features, Atlassian uses in-product automation. Informative videos. For many firms, this is a barrier.

Self service 48

Self service Virtual Agent Sales Upselling 48

Babelforce

APRIL 28, 2021

Offering self-service support will help, as will hiring more reps. 3 Use self-service to let customers help themselves. Self-support support helps you fulfill both these criteria. You can offer many types of self-service support. Self-service support doesn’t just benefit customers.

Call Center 52

Call Center Customer Service Average Handle Time Interactive Voice Response 52