ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. It’s the last group that will win the digital customer experience game.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service … Continue reading → The post Helping Customers Serve Themselves appeared first on Brad Cleveland.

Self service 26

Self service Contact Center Call Center Customer Experience 26

LiveChat

JANUARY 20, 2017

Trend #2: Self-service. Self-service is the essence of proactive support and – as I usually say – the best answer is the one you didn’t even have to give. It’s a completely new way of thinking about self-service! Trend #3: Empowerment of emotions in customer service. Paolo Fabrizio.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. Peggy Emch from Timesheets recommends making it easy for your customers to self-serve. Consider also publishing a blog post for how to contact support during the holidays.

Wait times 59

Wait times Consulting Consulting Morale 59

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for.

Self service 20

Self service Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for.

Self service 20

Self service Contact Center Call Center Customer Experience 20

Mindtouch

MAY 13, 2016

MindTouch not only understands how crucial a customer’s experience is to their success, but how important self-service is to each of those individual successes along the entire customer journey. That success starts pre-sale, with self-service material and it evolves into the customer’s ability to renew and be up-sold.

Self service 48

Self service SaaS Sales Best practices 48

Avaya

OCTOBER 25, 2017

As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. Executives claim this new model—debuted in 2013 as the first deployment of its kind in Europe—is already 30% more productive than the company’s previous decentralized model.

Banking 58

Banking Telecommunications Big data Self service 58

Mindtouch

APRIL 9, 2013

MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. Learn More. Learn More.

Self service 48

Self service Engineering Enterprise Customer Support 48

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. The post 4 Reasons You Need to Be Using the Phone for Customer Support appeared first on Customer Experience & Cloud Call Center | Aircall Blog. We’ve seen that the phone channel can serve as your safety net.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

AWS Machine Learning

NOVEMBER 22, 2023

In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Since 2013 he has helped AWS customers adopt AI/ML technology as a Solutions Architect. Reserve your seat now! You must bring your laptop to participate.

Engineering 105

Engineering Best practices APIs Government 105

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. The post 4 Reasons You Need to Be Using the Phone for Customer Support appeared first on Aircall Blog. Perhaps the nature of the customer issue is too complex to resolve over another channel.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Provide self-service options to your callers, but don’t force these options upon them. She writes for the blog of Dialer360. The biggest issue with contact center efficiency is turnover…”. Nabahat Shanza.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% A comprehensive Resource Center is a great self-service alternative to customer support. It’s Time to Focus on the Customer Experience appeared first on Aircall Blog. For instance, 68% of B2B companies admit to struggling to generate.

Sales 71

Sales Customer Experience Surveys Feedback 71

Mindtouch

MAY 19, 2016

We did Pulse 2013, 300 people showed up, basically to figure out together what the heck is this thing called customer success. And so that’s all about self service, right. The post Dan Steinman of Gainsight Talks About the Evolution of Pulse appeared first on MindTouch Blog.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

Jon Arnold

OCTOBER 3, 2017

There’s more disruption coming, and I’ll speak to that in due course, either here on my blog, or via one of the media channels I partner with. Aside from this being a big part of our day, it also means people are spending less time on the phone, and to provide good customer service, you need to use what they’re using.

Marketing 40

Marketing Contact Center APIs Enterprise 40

Pointillist

AUGUST 18, 2021

This year respondents said that a lack of effective digital self-help mechanisms are their number two greatest frustration for customers. This is prompting CX leaders to prioritize increasing and optimizing digital self-service, which ranked as the number two CX priority for the next year. But he’s absolutely right.

Education 40

Education Metrics Marketing Journey mapping 40