CSM Magazine

NOVEMBER 29, 2023

However, by integrating generators with accounting software, businesses can simplify their payroll process, save time, and minimize the risk of discrepancies. Understanding Paystub Generators Before exploring the benefits of integrating generators with accounting software, it’s important to grasp what paystub generators are.

Accountability 52

Accountability Self service APIs Government 52

Netomi

MARCH 30, 2022

What is customer self-service? Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Why is customer self-service important?

Self service 59

Self service Chatbots Customer Service Engineering 59

JustCall

MARCH 10, 2023

In this guide, we will look at how you can improve your self service customer service and leverage its holistic benefits (for the customer and the business). Mobile self-service: With the rise of mobile devices, more and more customers are using their smartphones and tablets to access self-service options.

Self service 40

Self service Customer Service Chatbots Feedback 40

CSM Magazine

JULY 14, 2023

The ubiquitous nature of social media and its engagement potential has led companies to increasingly leverage these platforms for customer service purposes. However, it raises the question – how much customer service should your social media accounts handle?

Accountability 89

Accountability Customer Service Self service Best practices 89

Mindtouch

MAY 4, 2018

This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs. Definition of a Web Self-Service Portal. So, what exactly is a web self-service portal? So, what exactly is a web self-service portal?

Self service 78

Self service Engineering CRM Customer Support 78

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.

Self service 52

Self service Management Customer Service Surveys 52

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. Raise your customer service standards. Here’s what we’ll cover: What are customer service standards?

Customer Service 162

Customer Service Accountability Self service Customer Support 162

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . Closing the Operational Gap.

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

Kayako

OCTOBER 13, 2015

We often look at self-service in terms of streamlining a process. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers. It might be low-level distress (‘How do I change the profile image on my account?’)

Self service 98

Self service Accountability Feedback Best practices 98

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 153

Customer Service Chatbots Self service Customer Care 153

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And in today’s digital age, customer service is now more important than ever before. This seems obvious but let’s look at a financial services use case: .

Sales 308

Sales CRM Contact Center Customer retention 308

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? One in five people over 50 have a Twitter account. by Roxanne Abercrombie.

Customer Service 129

Customer Service Self service Accountability Customer Experience 129

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 319

Customer Service Advertising B2B Chatbots 319

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Mindtouch

APRIL 10, 2018

In a self-service environment, this might be the suggested knowledge base articles that appear on the contact form before a customer submits a support ticket. Contextual self-service content can be proactive, too. The post What is Contextual Self-Service Content? appeared first on MindTouch Blog.

Self service 48

Self service Accountability Personalization Sales 48

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. Chatbots and virtual assistants have made self-service a natural first point of contact for many customers.

Brand ambassadors 200

Brand ambassadors Chatbots Self service Contact Center 200

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. All communication must, instead, take place digitally––even self-service. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes.

B2B 367

B2B Journey mapping B2C Telecommunications 367

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Offer Self-service. Be a Great CPA.

Accountability 52

Accountability Customer Service Feedback Self service 52

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Technology replacing humans.

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Leverage Your Data.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

CSM Magazine

FEBRUARY 9, 2021

Programmed to answer more than 150 queries, residents are able to ask questions from: “How do I set up an account with my energy supplier?” Encourage self-service guided advice – at EBI.AI to “Where’s the nearest pizza place?” and “What’s happening around here this week?”

Self service 59

Self service Marketing Automotive Transportation 59

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Self-service. What’s most important in self-service, is that customers can connect through several channels, including the phone, email, website, messenger, and social media.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? One in five people over 50 have a Twitter account. by Roxanne Abercrombie.

Customer Service 71

Customer Service Self service Accountability Customer Experience 71

Help Scout

AUGUST 3, 2021

Part of creating a great customer experience is empowering people to help themselves, and one of the best tools to help you enable self-service is frequently asked questions (FAQ) software. Those articles can then be sorted into categories for easy navigation or searched for, depending on the software. What is FAQ software?

Self service 96

Self service Wait times Accountability Customer Experience 96

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 78% of participants believed that improving customer service came a close second.

Chief Customer Officer 277

Chief Customer Officer Call Center Consulting Consulting 277

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Nike does the same with its TeamNike account. .

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. Deep neural networks are used in employee self-service modules to generate simulations that automate processes for time-off requests, event scheduling, shift swaps, and more.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

NobelBiz

APRIL 23, 2024

Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Toister Performance Solutions

MAY 7, 2020

Confusing or broken self-service options. Making customers repeat information, such as account numbers. Write self-service articles in plain language Many self-service articles are poorly written or contain excessive industry jargon that make them difficult for customers to read and understand.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. Dobrev also liked a Canadian Start Up using AI to predict when an account holder was about to default on their loan payment. One of their clients was a big US bank.

Banking 195

Banking Contact Center Coaching Self service 195

JustCall

MAY 14, 2024

Implement self-service tools The best way to clear a call queue faster? Knowledge bases can include articles, FAQs, and other self-service resources. Knowledge bases can also combine with chatbots to give a more holistic self-serve experience. Help customers help themselves.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

Inbenta

DECEMBER 21, 2023

These changes, together with improvements in technology, have had a significant impact on self-service performance. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. However, our question was… How much impact do transactional chatbots have in self-service rates?

Chatbots 52

Chatbots Self service Sales Metrics 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Solvvy

JUNE 22, 2022

Customer service and customer support specialists often have a heavy workload, whether they’re taking calls or answering emails. Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch.

Chatbots 119

Chatbots Banking Self service Finance 119

Totango

SEPTEMBER 7, 2021

Optimizing self-service tools to pre-empt support issues. Improve the Quality of Your Self-Service Tools. The better the quality of your self-service tools, the easier it will be for your B2B customers to find answers to their questions, and the fewer fires your team will need to put out.

B2B 80

B2B B2C Best practices Self service 80

SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. It can verify new accounts, take payment information, provide technical support, automate routine tasks with human assistance, and more. What is Conversational AI?

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

CSM Magazine

MARCH 31, 2022

In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. With a customer portal, customers can access their account information and make changes themselves, without having to contact customer service. Offer Customer Self-Service Options.

Customer effort 52

Customer effort Self service Airlines CRM 52