The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self Service Should Never Mean Solo Service

Customers That Stick

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor.

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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.

5 Best Practices for Great Self-Service Customer Support

Fonolo

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1.

An Employee Self-Service Strategy for Evolving Workforce Realities

Creative Virtual

Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. When it comes to creating a successful employee self-service strategy, there’s no one-size-fits-all approach.

How Customers Move Through The Five Layers of Self-Service

Mindtouch

That explains why the majority of people choose self-service first. Moving through the five layers of self-service. The starting points for these customer self-service journeys are as infinite as the amount of available information.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service?

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan

SmartAction

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. SA: Once a self-service application goes into production, what does ongoing operation look like? (TA):

4 Qualities of Next-Gen Customer Self-Service

Mindtouch

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. The traditional approach to customer self-service.

What is a Web Self-Service Portal?

Mindtouch

Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs. Definition of a Web Self-Service Portal.

Guest Blog: Customer Service Trends for 2018

ShepHyken

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.

Use your self-service content to build customer trust

Kayako

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.

What is Intelligent Self-Service?

Jacada

Intelligent self-service refers to the new generation of self-service solutions. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives. Jacada Blog

Self-Service Experiences Matter Too

Avaya

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. This is especially true when it comes to customer service.

5 Web Self-Service Essentials

Mindtouch

The same goes for self-service. Executed well, a web self-service experience can be your 24/7 customer support department. So, here are five essential strategies that should underpin any self-service strategy—new, nascent, or begging for a refresh. There are various ways to make your web self-service experience easier. In other words, a more personalized self-service experience. Spot-on web self-service is a must.

Customer Self-Service and Its Value in the Digital Age

Provide Support

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Published in Provide Support Blog , 2018.

5 Ways to Optimize Self-Service Practices

VocalCom

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy.

A Successful Self-Service Strategy Requires Looking at the Bigger Picture

Creative Virtual

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. The Inner Circle Guide to AI-Enabled Self-Service.

When Self-Service Falls Short

Aspect

Digital self-service allows healthcare providers and any business that sets appointments to maximize their reach and deliver a superior level of patient or customer engagement. The post When Self-Service Falls Short appeared first on Aspect Blogs.

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

Self-service for the sake of self-service just isn’t enough. Because the truth is, your self-service experience probably isn’t as good as it could be. What follows is a list of common self-service fails to avoid. Let’s start simple: good self-service content is written well. If that’s where your customers start their self-service experience, your branded help content better show up there.

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.

Modern Self-Service: Empowering Customers to Serve Themselves

Blueworx

The post Modern Self-Service: Empowering Customers to Serve Themselves appeared first on Blueworx. Blog Contact Center IVR Modern Self-Service User ExperienceAll this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like […].

The Impact of Customer Experience Developments on the Future of Self-Service

Creative Virtual

In the recently published report The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel takes a deep dive into the current status of CX self-service technologies, use cases and customer preferences.

Trends Driving Customer Self-Service: Chatbots and Artificial Intelligence

Mindtouch

This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service. AI, chatbots, and self-service.

Ready to Elevate Your Self-Service? Meet the Coach at ACE 2019!

Aspect

Are you ready to elevate your customer service at ACE 2019 ? . Let’s talk self-service capabilities. Successful Self-Service is a game-changer. . If you have questions about Aspect Self-Service, we can help. appeared first on Aspect Blogs.

Perfecting Self-Service at Work Means Perfecting the Employee Experience

bold360 Blog

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. Employees want more and better self-service knowledge.

Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

Creative Virtual

Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. By Mandy Reed, Global Head of Marketing.

Guest Blog: 8 Exciting Ways AI Delights Customers

ShepHyken

Self-service. You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things).

What is Contextual Self-Service Content?

Mindtouch

In a self-service environment, this might be the suggested knowledge base articles that appear on the contact form before a customer submits a support ticket. Contextual self-service content can be proactive, too. For example, when I log into my owner’s account for a certain Japanese automaker, I’m automatically notified of upcoming service milestones I should know about based on the exact make, model, and year of the car I drive.

Digital CX Challenge: Humanising Your Self-Service

Creative Virtual

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. While some organisations have used that as a reason for not providing automated tools for customer service, they are now facing the reality that more and more customers want – and expect – self-service solutions.

21 Steps to Get Customers to Love Self-Service

West

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers

Creative Virtual

Organisations are now under immense pressure to deliver quality service and support over digital channels. This includes the need to answer coronavirus-related questions as well as the usual queries about products, services, policies and procedures. By Chris Ezekiel, Founder & CEO.

Contact Center Self Service and the Customer Experience

Waterfield Technologies

AI fueled self-service options help to improve internal productivity, […]. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies. Blog AI Contact Center Customer ExperiemceAutomating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.

Delivering Self-Service During the COVID-19 Uncertainty, Part 3: Supporting Employees

Creative Virtual

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.

Enhance customer service experience using self-service

NewVoiceMedia

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”.

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.

What is the Motivation for Companies to Adopt Self-Service?

Jacada

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Jacada Blog