ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. So, if customer service isn’t a department, what do you call it?

Customer Service 168

Customer Service Chatbots Customer Care Self service 168

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Self service 40

Self service Chatbots Best practices Customer Support 40

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

ConvergeOne

JANUARY 17, 2023

There’s nothing like a chatbot that can’t answer your questions or listening to endless on-hold music to wait for a customer service representative. These scenarios, however, are reflective of today’s customer service environment. But customers still need service.” The solution?

Self service 87

Self service Interactive Voice Response Chatbots Marketing 87

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Customer Service 240

Customer Service B2B Chatbots Self service 240

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. She answered a few questions, and once the technology identified her problem, a chatbot popped up. She was digitally “hand-held” through the process, which included the chatbot.

Customer centricity 217

Customer centricity Chatbots Self service Feedback 217

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. Self-service, messaging and chatbots are the focus of the article.

Customer Service 219

Customer Service Chatbots Self service Customer Experience 219

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self service Technology Customer Service 144

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

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

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service First call resolution 195

Inbenta

DECEMBER 21, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. These changes, together with improvements in technology, have had a significant impact on self-service performance. Transactional vs information chatbots. What’s the difference?

Chatbots 52

Chatbots Self service Sales Metrics 52

Mindtouch

DECEMBER 6, 2018

The terms artificial intelligence (AI) and chatbot are becoming increasingly ubiquitous. This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. How often do we hear the terms chatbot and AI misused, or used interchangeably? Enter the chatbot.

Self service 48

Self service Chatbots Real estate B2B 48

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

Eptica

AUGUST 4, 2022

Date: Thursday, Août 4, 2022 Author: Laurianne Merour - Digital Marketing Manager Self-service : un atout indispensable pour les e-commerçants. Une des solutions réside dans la mise en place d'un self-service. C'est la capacité pour un client d’obtenir un service ou du support rapidement et sans effort.

Self service 62

Self service Interactive Voice Response Chatbots Marketing 62

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). Chatbots and virtual assistants are being used to provide personalized and responsive customer support, including 24/7 assistance, in a cost-effective manner.

Self service 40

Self service Customer Service Chatbots Feedback 40

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Customer Service 205

Customer Service Self service Chatbots CRM 205

Global Response

JULY 30, 2023

Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. Is a chatbot a cost-effective way to scale our service and availability?

Chatbots 62

Chatbots Call Center Self service Personalization 62

Inbenta

AUGUST 18, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. These changes, together with improvements in technology, have had a significant impact on self-service performance. Transactional vs information chatbots. What’s the difference?

Chatbots 52

Chatbots Self service Sales Metrics 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Create self-service solutions. She shares how you can reduce customer support tickets and enhance customer experience.

Customer Support 175

Customer Support Self service Journey mapping Wait times 175

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent article has three powerful tips. This article shares three questions to consider to help quantify CX success.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. Achieving top-notch airline support with chatbots. Chatbots and virtual clerks can simplify customer care’s work and speed up resolution times while automating a huge amount of support answers.

Airlines 88

Airlines Chatbots Upselling Self service 88

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article included something worth considering. The article includes five ideas. Here are my top five picks from last week.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Three Important Considerations for Customer Service Surveys by Paul Selby. Here are my top five picks from last week. Yes and yes!)

Customer Service 135

Customer Service Self service Surveys Scripts 135

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. 10 Quotes To Inspire Better Customer Service by Sharpen.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

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

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

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

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. Perhaps this could be one of the main reasons businesses nowadays embrace new-age technologies and tools like voice bots and chatbots.? . navigate an IVR menu and explore self-service options.

Contact Center 181

Contact Center Interactive Voice Response Chatbots Call Center 181

Solvvy

SEPTEMBER 10, 2020

The utilization of customer support chatbots for fin-tech companies allows for scaling the business rapidly while keeping costs in check and providing top-notch support to users. Solvvy’s complete customer support chatbot and automation platform is a user-friendly way for customers to get fast, specific answers on their own.

Chatbots 62

Chatbots Customer Support Education Self service 62

Comm100

MARCH 20, 2024

24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens. AI chatbots can understand intent and complexities of language, allowing them to engage in more natural conversations. You can read the full story here.

Government 75

Government Chatbots Self service Wait times 75

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. Similar to the experience on a phone call, you can extend this experience to other mediums like websites and apps using chatbots. Create self-service solutions.

Customer Experience 175

Customer Experience Self service Advertising Chatbots 175

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. Hence, self-service automation is important so that customers can find their answers easily and the customer agents are only left with complex customer queries. Businesses should FCR should improve continuously.

First call resolution 200

First call resolution Management Chatbots Self service 200