IVAs Can Remake the Self-Service Landscape

DMG

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

How to Successfully Implement Customer Self-Service Strategies

Fonolo

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

Five Trends Accelerating Customer Self-Service Demand

Mindtouch

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. self-service has been the fastest growing channel for the last five years and was already the most preferred channel during the previous three years.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Analytics. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. analytics software provider.

The Truth Behind Why Your Customers Prefer Self-Service Support

Mindtouch

As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. But if we dig into why your customers prefer self-service, it might have you rethinking why and how you offer your customers self-service. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream.

3 Psychographic Marketing Strategies To Borrow For Self-Service Support

Mindtouch

Let’s apply this concept to self-service support. For example, we might know who is coming to us for self-service support, but do we really know why ? Here are three psychographic marketing strategies that translate particularly well into an overarching self-service strategy. The same applies to self-service. Website analytics, for example, provide concrete insights into user behavior on your self-service website.

4 Tips to Improve Customer Effort Score Using Self-Service

Mindtouch

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Tips for Improving CES Through Self-service. Search reporting and user behavior analytics provide useful data in this regard.

Self-Service Customer Onboarding to Lower Support Costs

Mindtouch

The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. She understood that quickly onboarding new clients with a self-service experience increases renewals and decreases support costs. I was showing her how her team could quickly implement a self-service customer onboarding experience that would measurably improve revenue.

Speech Analytics and AI Is a Winning Combination

DMG

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).

Study: The Health of the Contact Center

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

A Critical Early Stage in Self-Service Maturity: Blending Content Types

Mindtouch

Unifying and blending these various content types for effective self-service creates a measurable business transformation in terms of renewals, upsells, Net Promoter Score, late-stage sales conversions (technical close), and customer analytics. David Kay published a great article about this recently and provides a Knowledge-Centered Service (KCS ® ) approach to this unification.

Customer Engagement Center Capabilities: Reporting and Analytics

Aspect

Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs.

I feel the need, the need for speech (analytics)

Aspect

Expensive, unwieldy, on-premises call recording and speech analytics software has in the past offered some solutions for specific needs which still benefit organisations today, such as word spotting, evaluation of customer sentiment and compliance.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. distinctive self-service, while helping them cut costs and build. Guide search and service. service.

How to Measure Ticket Deflection with Google Analytics

Mindtouch

Self-help articles. Such communication channels are expensive to maintain and, according to the Harvard Business Review , customers “are four times more likely to leave a service interaction disloyal than loyal.”. This gives customers a last-ditch opportunity to see relevant articles they can use to self-help before they have to deal with a support agent. It also tees things up so you can measure ticket deflection in Google Analytics.

Guest Blog: Don’t Make Me Wait

ShepHyken

Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

These 8 Technologies Are Transforming the Contact Center

DMG

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Self-service. Speech analytics.

The Cloud Hopper Series, Chapter 5: Salesforce WAVE Analytics Cloud

Mindtouch

This week’s topic is Analytics Cloud (Wave), a recently introduced business intelligence cloud that provides a cohesive view into all of your other Salesforce Clouds. With Wave Analytics , Salesforce provides a unified dashboard to monitor data coming in from all of your various Clouds, a warm tortilla encasing the otherwise disparate chicken and beans and salsa of the Salesforce burrito. Industry Trends Customer Success Self-Service

The Health of the Contact Center: Are You Ready for 2019?

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Applications that Improve the Customer Journey

DMG

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience. IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction.

Reduce Customer Frustration with Context Cookies

Aspect

When a customer moves between channels or from self-service to agent-assisted, including the context behind what they’re trying to be accomplished allows the customer to continue seamlessly without the need to repeat themselves.

5 Tips to Make the Customer Experience Even Better

Blueworx

Blog Analytics Chatbots Customer Experience IVR Pop-ups Self-service PortalInnovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, […]. The post 5 Tips to Make the Customer Experience Even Better appeared first on Blueworx.

The 3 Contact Center Applications That Pay for Themselves

DMG

IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption. Donna Fluss, president of DMG Consulting, is an expert on contact centers, analytics, and back-office technology.

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG

Reality Check: Will Customer Journey Analytics Be the Next CRM? When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is succeeding in driving investments in journey mapping and analytics to help companies understand what their customers and prospects are doing at every touch point.

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5 ways to use speech analytics for insurance to deliver better experiences and gain efficiency

Tethr

Now, industry leaders are utilizing speech analytics for insurance to surface insights that help the entire organization achieve goals like reducing customer effort, improving agent enablement, ensuring compliance, and more. Wondering how speech analytics can provide value for your insurance organization? Check out these 5 ways Tethr customers are using speech analytics for insurance to find out: #1 Understand exactly how natural disasters impact your business.

Guest Blog: Don’t Waste My Precious Time

ShepHyken

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results.

APIs 193

Gartner Cool Vendors in Analytics Report

Stratifyd

"Data and analytics leaders often focus on self-service solutions that enable analytic users to search for patterns and relationships in their data. Get the Gartner Cool Vendors in Analytics Report to learn more about Stratifyd and see why we are our customers' competitive advantage. Gartner Cool Vendor in Analytics, 25 May 2018. Summary. "Data

Your Customers Deserve a Better IVR (whitepaper)

DMG

DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. This indicates the great potential for self-service solutions – companies can impove their customer experience (CX) by enhancing their IVR. Your Customers Deserve a Better IVR (whitepaper). 2/12/2017. By Donna Fluss. Introduction.

Why do you still have an FAQ section?

Kayako

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?

Blended Experiences Lower Effort: 5 Action Items from OpenTalk 2018

Mindtouch

As analytics have overtaken opinion, at least with regard to measuring the customer’s experience, a need to reconnect with customers at a human level has been pushed to the forefront. This shift will also require reimagining customer service. A successful OpenTalk 2018 indeed!

SaaS 90

4 MORE Call Center Reports Worth Your Time

Fonolo

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR.

Do you know how to turn your contact centre from a cost to profit centre?

Callminer

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business.

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.

10 Proven Champion-Challenger Optimizations To Improve CX

West

It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan. But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S.

4 Ways to Deliver Content that Chatbots Love

Mindtouch

Which tasks along the customer journey lead them to initiate customer service interactions? Where are the obvious gaps in self-service content ? For the answers, dig into search query reporting, top case drivers, and website analytics.

Assessing Technical Debt in Knowledge Management

Mindtouch

Under these circumstances, customer self-service is suddenly far less likely. What happens when customers do try searching for self-service content but cannot find it? They’ll either bounce or initiate a customer service interaction.

How Utilities Should Respond to the Mobile Shift

West

A study by Enkata states that preemptive service can reduce inbound call volumes by up to 30 percent, while increasing retention ratesby 3 to 5 percent. Doug Thompson, Director of Product Development.

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.