CSM Magazine
JULY 24, 2015
As social media and website capabilities evolved, channels were expanded further. Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This multi-channel customer support model is now the standard rather than the exception.
CSM Magazine
SEPTEMBER 10, 2018
Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. Research says: Self-service tools like knowledge base and FAQs deflect tickets up to 10%. This frustrates the customer and increases the time taken to resolve issues.
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JustCall
MARCH 9, 2023
Self-service tools are a big win Customers love brands that allow them to self-serve–this includes having an in-depth knowledge base with all the answers, support articles, and common FAQs. enables customers to leverage a highly-contextual and seamless customer experience.
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.
CSM Magazine
JUNE 12, 2020
Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels.
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