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.

Self service 159

Self service Airlines Customer Experience Customer Service 159

ShepHyken

NOVEMBER 20, 2020

A guide to discovering service problems that cause frustration before customers let you know about them. Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. Does your team need to develop a new skill?

Customer Service 375

Customer Service Chatbots Education Feedback 375

Kayako

AUGUST 11, 2015

Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”.

Self service 97

Self service outsourcing Feedback Customer Service 97

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 216

Customer Service Airlines Self service CRM 216

ShepHyken

AUGUST 11, 2024

BONUS Self-Service Customer Service: Key Capabilities and Strategies by Gartner (Gartner) Modern CX demands a self-service-first mindset. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs. Connect with Shep on LinkedIn.

Customer Service 216

Customer Service Self service Airlines Government 216

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications.

Government 99

Government Banking Accountability Engineering 99

ShepHyken

AUGUST 25, 2024

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 216

Customer Service Customer centricity Chatbots Self service 216

ConvergeOne

FEBRUARY 22, 2022

My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for. Does anyone read these? The added bonus?

Self service 84

Self service Customer Experience Interactive Voice Response CRM 84

ShepHyken

DECEMBER 19, 2023

With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet: Digital First – The company made it easy to start the customer support process with a digital self-service solution. While there was a live agent option, it wasn’t presented until later.

Customer centricity 234

Customer centricity Chatbots Self service Feedback 234

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.

Customer Service 180

Customer Service Self service Surveys Contact Center 180

ShepHyken

JULY 29, 2024

However, 26% of consumers also say they won’t do business with a company that doesn’t offer self-service options, which may or may not include chatbots. This article includes some interesting findings that are specific to chatbots managing the customer’s service needs. Connect with Shep on LinkedIn.

Customer Service 209

Customer Service Chatbots Morale Self service 209

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person?

Customer Service 216

Customer Service Self service Marketing Personalization 216

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 216

Customer Service B2B B2C Advertising 216

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

MARCH 10, 2024

My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc. Connect with Shep on LinkedIn.

Customer Service 209

Customer Service Airlines Self service Customer Experience 209

ConvergeOne

APRIL 19, 2022

Preparing and creating as much data as you can will help you build for the future and support more self-service efforts. It can also help you along a path of creating some rockin’ self-service. I’m inviting you to think about customer data in a different way. It’s worked well, and been very routine.

Self service 72

Self service Marketing Customer Experience Contact Center 72

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

Virtual Agent 99

Virtual Agent Self service Transportation Customer Experience 99

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

ShepHyken

APRIL 28, 2024

Loyalty and self-service round out the four. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

MAY 15, 2023

Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand.

Customer Service 166

Customer Service Self service Customer Experience Surveys 166

ShepHyken

OCTOBER 16, 2023

Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. How Do Your Customers Experience Your Company Culture?

Customer Service 34

Customer Service Customer centricity Self service Customer Experience 34

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. Reduces Customer Support Costs Customer education equips people to solve their problems without requiring assistance.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 161

Customer Service Advertising Chatbots Self service 161

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

ShepHyken

AUGUST 14, 2023

Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. However, there are moments when a more personal approach is needed.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

AWS Machine Learning

NOVEMBER 22, 2023

Workshops – In these hands-on learning opportunities, in the course of 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. Also, hear how Flip AI built their own models using these AWS services. Reserve your seat now!

Engineering 137

Engineering Best practices APIs Government 137

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. How Does Comm100 Help with Customer Service Automation?

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. “We Tip #4: Create self-service content ASAP. And self-service content shouldn’t be static.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

HGS

MAY 20, 2018

There are some positive signs that things are starting to change though, for example the introduction of intelligent self-service for UK Visa and Immigration Service, the shift to online application processes for Passports, Driving Licences and Self-Assessment and the use of speech analytics on DVLA.

Government 100

Government Customer Service Chatbots Self service 100

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Mindtouch

APRIL 12, 2018

Day 1 Workshop – Leverage Tech-Touch to Drive Customer Value at Scale. A big thanks to everyone who took part in our day-one workshop: How to Leverage Tech-Touch to Drive Customer Value at Scale. This might explain all the requests we received for the workshop slide deck, which I’ve included in full below: Download the Slidedeck.

Self service 63

Self service Engineering Surveys Customer Support 63

The Northridge Group

JULY 20, 2023

What these metrics fail to take into account, however, is a deeper understanding of the overall customer service environment. With self-service and chatbot options available to handle shorter tasks, associates are finding themselves called on more and more to handle increasingly complex issues.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

HGS

MAY 27, 2015

Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. At the same time, complex services requiring that “all-important human touch” will be delivered via voice by specially trained customer service advisors. Knowledge Is Power.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Avaya

JUNE 21, 2019

Here are three of seemingly endless ways they can do so: Automated self-service : The machine learning and natural language processing (NLP) technology behind AI-enabled devices like Alexa and Google Home can be leveraged to build more intuitive self-service automation platforms similar to traditional voice IVR.

Enterprise 74

Enterprise Self service Interactive Voice Response Contact Center 74

Calabrio

OCTOBER 20, 2020

It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics. We also strive to make virtual workshops as valuable as possible for customers going through new training and implementations. The Power of People.

Government 82

Government Coaching Self service Contact Center 82