Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. blog post here ?on on the Enghouse Interactive blog. Published on: January 05, 2021. Read the full?blog Read the full?blog

Self service 104

Self service Marketing Management Customer Service 104

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 275

Contact Center Self service Banking Airlines 275

GetFeedback

MARCH 18, 2019

When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. Today, I’m sharing 5 copywriting tips for writing self-service support material. Write for easy reading comprehension.

Self service 110

Self service Customer Support Customer Experience Customer Service 110

Help Scout

JULY 29, 2021

Broadcom’s FAQ makes it easy to search based on product category Broadcom is an IT/telecommunications company that sells both hardware and software necessary for networking businesses. . Broadcom also tops its FAQ landing page with a prominent search box in case the categories don’t make sense.

Self service 142

Self service Education Telecommunications APIs 142

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

OCTOBER 23, 2017

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. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

Mindtouch

FEBRUARY 5, 2018

They expect support content relevant to their product, service, problem, or question. It wastes the customer’s time, increases their level of effort , and decreases the chances of a successful self-service experience. This will, at the outset, lead to improved self-service outcomes.

Self service 63

Self service Personalization Accountability Marketing 63

Beyond Philosophy

SEPTEMBER 14, 2023

Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. This AI category also automates internal processes and generates personalized content for that customer along their journey. However, the other categories are types of automation that we almost take for granted now.

Self service 221

Self service Analytics Personalization Consulting 221

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. Four key considerations for customer self-service success. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

JUNE 10, 2022

Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Share this page on: Tweet.

Banking 120

Banking Self service Marketing Technology 120

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. So how do you make sure that your self-service content is the good, customer-rescuing kind?

Self service 98

Self service Accountability Feedback Best practices 98

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. As customers become more demanding, can self-service really help? This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Mindtouch

APRIL 9, 2018

The value of a low-effort web self-service experience cannot be underestimated. A central part of any good self-service portal is click navigation. Another MindTouch customer, Fisher & Paykel, has also integrated a user-friendly click navigation experience into its self-service portal. Scary stuff.

Self service 48

Self service Agent burnout Engineering Customer Experience 48

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

NOVEMBER 19, 2021

Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates. The five customer service learnings we can all take from Amazon. Categorie(s): Best Practice Today, customer service is central to differentiating your company.

Best practices 126

Best practices Self service Metrics Customer Service 126

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Finding interesting blog content should be easy. Drill Down Using Dynamic Categories. Stop the presses! Our goal is to deliver useful content with less noise.

Real estate 48

Real estate Self service Management 48

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. How self-service is evolving and how to deploy it. Tags: contact centre, Sustainability Categories: Market Trends. Share this page on: Tweet.

Self service 93

Self service Marketing Technology Management 93

Aspect

JUNE 19, 2017

Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level. Furthermore, extracting common data types such as date, time, or money is now a breeze.

Self service 62

Self service Chatbots Interactive Voice Response Engineering 62

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Comm100

FEBRUARY 10, 2022

Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step. Create self-service portals. Take a look at Airbnb’s self-service portal to inspire your own.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Share this page on: Tweet.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. as part of its ongoing transformation to AI automation.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

Eptica

NOVEMBER 1, 2020

In our latest blog we look at how breaking down silos and integrating CRM and telephony can deliver benefits in key ways, from greater efficiency and more productive agents to delivering a 360-degree view of the customer. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction.

CRM 117

CRM Customer Service Self service Management 117

Aspect

JUNE 4, 2020

There are five categories of activities firms in the former group incorporate within their activities: Use cloud technology effectively: The capabilities in this category allow contact centers to rapidly adjust their activities to changing customer demand. Contact Center & Customer Experience Management, Aberdeen.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Eptica

MAY 12, 2022

Our latest blog and infographic explain how the underlying reasons behind contact centre cloud adoption are changing and highlights the main steps to a successful migration. You might also be interested in these posts: How self-service is evolving and how to deploy it. Share this page on: Tweet.

Cloud contact 71

Cloud contact Best practices Self service Management 71

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self service 85

Self service Service level Marketing Customer Service 85

Eptica

NOVEMBER 27, 2020

Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. Tags: training, empathy Categories: Best Practice. Published on: November 27, 2020. Share this page on: Tweet. Remote Working 2.0:

Self service 63

Self service Best practices Personalization Management 63

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. But now, for certain product categories, if people get used to it, it will become the new norm. Digital Everything. Digital Transformation.

Airlines 499

Airlines Healthcare Government Self service 499

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. You might also be interested in these posts: Why the golden rules of service by Fred Sirieix should inspire all of us.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Nicereply

MAY 11, 2021

Your customers are open and willing to use self-service channels to find the answers and support they need. 40% of customers contact a call center after they have looked for answers via self-service. Are your users expecting to find your FAQ section in the “ HELP ” or “ Resource ” category?

Self service 98

Self service Call Center Customer Support Metrics 98

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Read the full post here. Share this page on: Tweet. Share this page on: Tweet.

Best practices 72

Best practices Self service Marketing Technology 72

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Airlines 400

Airlines Wait times Self service Enterprise 400

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions. Video tutorials: Vidyard. Video transcripts: Trint.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. The report evaluated Totango alongside top providers in three high-level categories: Current offering: Engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance.

B2B 91

B2B CRM Enterprise Upselling 91