Creative Virtual

MARCH 27, 2020

Self-service tools, such as conversational chatbots and virtual agents, are a great option to help alleviate some of the pressure from the contact centre and give customers a better option for finding quick answers to their questions. Organisations with an existing self-service solution have a definite advantage.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Nicereply

JUNE 24, 2021

If it’s heavily weighted towards a 7, it’s too easy for your customers to contact you, and you should be encouraging them to self-serve. (If Self-service is anything that allows a customer to solve their problem or question. There are definitely Customer Effort Score detractors out there. Potential CES Issues.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

MAY 15, 2023

In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance. My Comment: This is an excellent article about “Social Listening.”

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

bold360 Blog

APRIL 20, 2021

The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX. Self-Service Offers Competitive Advantage. Use Self-Service Data to Localize and Personalize.

Self service 52

Self service Banking Finance Chatbots 52

Mindtouch

MARCH 15, 2018

These days, the definition of customer education is expanding. More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. Why Self-service Is So Important. Self-service content needs to be readily available, unrestricted, and online 24/7.

Self service 48

Self service Education Customer effort Sales 48

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. You can now subscribe to the MindTouch blog from the homepage, or at the bottom of any individual post.

Real estate 48

Real estate Self service Management 48

Select VoiceCom Blog

NOVEMBER 20, 2022

Meanwhile, service desks are service-centred communication channels that manage incidents and service requests. They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers. Am I still needed?”

Self service 40

Self service Contact Center Morale Personalization 40

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Comm100

FEBRUARY 15, 2022

Chatbots give customers instant responses to their customer service solutions. In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions. Offer 24/7 customer service – even for customers abroad. Provide self-help solutions.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

aircall

AUGUST 25, 2016

Through the IVR services, call centers can enjoy the increased first contact resolution of customer issues and inquiries. A customer may choose either a self–service or call an agent for inquiries. This is then followed by routing the call to self-service steps or to the call center rep who will address the issue accordingly.

Interactive Voice Response 48

Interactive Voice Response Self service Call Center Wait times 48

Beyond Philosophy

SEPTEMBER 14, 2023

The concept of self-service application creation by dragging and dropping things is an example of an incremental change. For example, Kihlstrom sees a win if customers can access self-service to get what they need. However, the other categories are types of automation that we almost take for granted now.

Self service 221

Self service Analytics Personalization Consulting 221

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. 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. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. to improve.

Airlines 400

Airlines Wait times Self service Enterprise 400

Nicereply

MARCH 16, 2022

Olark is primarily a self-service product and because of that didn’t have a dedicated Customer Success Team. As the customers were coming in, a trend we noticed was that many of these customers wanted to talk on the phone or use a purchase order (PO) or request for information (RFI) process versus our self-service model.

Sales 111

Sales Customer Experience Upselling Self service 111

ProProfs Blog

APRIL 27, 2020

For me, customer service is a process where a company needs to offer help to those who end up buying their products or services. But the same concept ends up having multiple definitions according to different individuals. In short, the very concept of customer service has evolved. So, what is good customer service ?

Customer Service 152

Customer Service Technical Support Self service Customer centricity 152

Fonolo

NOVEMBER 29, 2023

They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

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. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

bold360 Blog

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. By definition, one or two touchpoints in isolation do not make a customer experience: CX is made up of all the touchpoints across all the channels (i.e.,

Brand ambassadors 52

Brand ambassadors Customer Experience Self service Chatbots 52

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. So what causes that automation gap? For large companies, it’s often a “long-tail” issue.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

bold360 Blog

APRIL 12, 2021

As self-service tools improve, customer adoption is rising. . Customers who simply demand faster and better support have become much more open to self-service options. Self-service tools have become more widely utilized and also more user friendly, improving the customer experience (CX).

Multichannel 52

Multichannel Self service Chatbots Sales 52

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Similarly, the pricing for Medallia is definitely on the higher side, especially for smaller businesses or organizations with budget limitations. Qualtrics and Medallia’s service model leans toward managed services rather than self-service.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Mindtouch

MARCH 5, 2018

It should also enable customer self-service and, by doing so, positively impact customer service KPIs like ticket deflection , mean time to resolution, and customer satisfaction (CSAT). Still, here are four innovative features that can improve agent productivity and supercharge your self-service experience.

CRM 78

CRM Self service Analytics Management 78

Nicereply

SEPTEMBER 21, 2021

An excellent place to start is having a clear definition of your audience and the goals you need to accomplish to satisfy the said audience. self-service over email, or chat instead of phone). These customers need an immediate resolution to a relatively simple challenge, and for them, self-service options work best.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. Today, there are small products, home automation products, car technology, and Internet-provided services which have expanded the need for technologically savvy agents. This will be a quarterly series where we ask COPC Inc.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Nicereply

FEBRUARY 25, 2020

We dived into this report to pull out some of the most important data points you need to know to build your 2020 customer service strategy. These six trends might surprise you, but they should definitely impact the way you think about helping your customers. Good service matters most to the youngest generation.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Toister Performance Solutions

FEBRUARY 6, 2020

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A recent blog post outlined the increasing demand for phone skills. All this means the phone is definitely not dead.

Interactive Voice Response 84

Interactive Voice Response Average Handle Time Advertising Wait times 84

Mindtouch

JUNE 11, 2018

Let’s start by extending the definition of “customers” or “end users” to include both external and internal varieties. And yes, existing customers are definitely hitting your web self-service portal. Chatbots are gaining wider use, especially in the context of self-service and customer support.

Self service 48

Self service Engineering Chatbots Customer Support 48

ProProfs Blog

AUGUST 28, 2020

Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. But the same study also indicates that 12% of Americans cannot find the information they need in the self-service portal. Personalized Support Experience.

Self service 157

Self service Feedback Airlines Metrics 157

Nicereply

AUGUST 21, 2023

We also show team-wide metrics because our entire team can help us achieve great customer satisfaction and help us hit our service level targets. Another metric that I didn’t mention is contribution toward self-service which is part of our Knowledge Centered Service (KCS) initiative.

Metrics 52

Metrics Service level Customer Support Self service 52

Aspect

MARCH 6, 2018

Providing a self-service option, like a chatbot is an even better option! To help shed light on how chatbots are reshaping online experiences today, the teams at Drift, SurveyMonkey Audience, Salesforce, and myclever came together to create the definitive report on chatbots for 2018. Blockers to using chatbots.

Chatbots 48

Chatbots Self service Technology Customer Experience 48

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . Our team also has a quality service specialist, who focuses on service culture training and monitoring. In addition, we have two self-service leads and seven content creators. .

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

Mindtouch

MAY 30, 2018

One way companies attempt to reduce call center volume is through online self-service. How we measure the effect that our self-service experiences are having on our support ticket volume, though, is another matter altogether. It will reveal gaps in your self-service experience.

Self service 48

Self service Metrics Customer Support Customer effort 48