Enghouse Interactive
SEPTEMBER 1, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.
Beyond Philosophy
MAY 14, 2015
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.
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Kayako
MAY 13, 2022
Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Blog posts.
Enghouse Interactive
AUGUST 26, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”.
Creative Virtual
MARCH 31, 2022
When it comes to your customer service strategy, does age matter? You are missing out on a prime opportunity to put your customer service efforts on the path to future success. One important question asked in the survey focused on the future of customer service.
Babelforce
JULY 15, 2021
Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? Self-service is when customers use resources you’ve created to solve their own issues.
ConvergeOne
FEBRUARY 22, 2022
In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. Good self-service provides the answers to all the questions the person is looking for. It’s time to take a fresh look at self-service.
Beyond Philosophy
JUNE 9, 2022
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-Service Versus Full Service . Blogs
Customers That Stick
FEBRUARY 2, 2015
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. In some cases, I would argue that self service is the best service. Even those who want self-service, often change their tune quickly when the technology does not perform as expected.
Fonolo
MARCH 7, 2023
That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent.
HelpCrunch
MARCH 17, 2023
Welcome to the world of self-service, where customers *insert THE word* and technology is queen! From [ … ] The post 10 Brilliant Self-Service Portal Examples You’ll Want to Follow appeared first on HelpCrunch blog.
HelpCrunch
JULY 27, 2021
The post Best Customer Self-Service Software Your Business Can Adopt appeared first on HelpCrunch blog. Picture a rather casual situation. Your favorite coffee machine just stopped working. Sorry, no cappuccino on almond milk and creamy froth this morning.
Eptica
JUNE 1, 2022
Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service.
Cisco - Contact Center
MARCH 2, 2023
When it comes to monitoring service health, identifying service disruptions, and aiding problem resolution, cloud-based business service management solutions offer critical insights and control.
Nuance
JUNE 1, 2022
Last time in our ROI of digital CX series, we looked at why intelligent virtual assistants are so important for successful digital self-service. The post The ROI of digital CX, Part 2: The true business impact of digital self-service appeared first on What’s next.
Nuance
MARCH 14, 2022
And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. The post The ROI of digital CX, Part 1: Digital self-service matters—now more than ever appeared first on What’s next.
SmartAction
MAY 12, 2021
Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Consumers opted to use contactless shopping options or delivery service apps. Conversation Flow for Auto Service Appointment Scheduling.
HelpCrunch
JUNE 8, 2021
I prefer self-checkouts, mobile carsharing, and online shopping. The post What is Customer Self-Service? Value, Benefits, Best Options appeared first on HelpCrunch blog. Anytime I have a question, I google it first.
Help Scout
JULY 29, 2021
Starbucks’ FAQ is simple, easy, and accessible to the layperson While Starbucks’ Customer Service site may not be the most beautiful of these FAQ examples, it is arranged in a way that is easy to understand and navigate: .
Nuance
JUNE 15, 2022
We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers.
ShepHyken
SEPTEMBER 1, 2017
Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs. Contextual self-service — the idea of placing knowledge base content directly on every screen of your application—is the future. Many customer self-service companies are offering this basic functionality now, basically placing a search box behind a floating tab or help button.
ShepHyken
MAY 11, 2018
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. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around. In the service niche, customers have come to expect real-time resolutions to their problems. Customers understand what good service is, and you will need to meet the expectations.
Mindtouch
APRIL 11, 2018
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.
Zappix
FEBRUARY 16, 2022
Solutions streamline customer service interactions, boost satisfaction among customers and employees, and are even being deployed to add efficiency and effectiveness.
Creative Virtual
MARCH 14, 2022
If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.
Aspect
JANUARY 14, 2019
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. Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment?
NobelBiz
JUNE 14, 2022
The post VIDEO & ARTICLE: ‘Increasing self-service’ as part of the future appeared first on NobelBiz®. Blog InsightsSupporting the future agent with the proper tools and efficient technology will look a bit different with the increase of complex calls and contacts.
AWS Machine Learning
FEBRUARY 6, 2023
This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. The benefits of Amazon Lex and Talkdesk CX Cloud are exemplified by WaFd Bank , a full-service commercial US bank in 200 locations and managing $20 billion in assets.
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)! Using the self-service options that are available to them, they can then research and troubleshoot 2 issues by themselves.
Mindtouch
JULY 13, 2020
A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. Self-service in the name of the customer.
SmartAction
NOVEMBER 14, 2019
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. Can you share your origin story as to what put you on the path to consider conversational AI self-service? With the maturation of conversational AI, we saw an opportunity for self-service automation to help us reach those objectives.
HelpCrunch
DECEMBER 7, 2021
Initially, personal customer service used to be pervasive at every step of the buyer’s journey. The post Web Self Service is Here to Make Your Support a Cakewalk appeared first on HelpCrunch blog.
Zappix
SEPTEMBER 28, 2021
In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. The pandemic changed how we all operate our daily lives.
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. Now as crucial as this is for the people in charge of your content strategy, it is even more critical for the people writing your self-service content. Self-Service content customer engagement knowledge base self-service writing
Enghouse Interactive
SEPTEMBER 10, 2020
It’s Not an Option – It’s Expected (Blog Series). Blog #3 of 3: Key Findings from “When, How and Why Customers Self-Help” Webinar . Proactive Outbound Engagement + Self-Service = More Success. See how your organization can benefit from Self-Service!
Aspect
JULY 11, 2019
Are you ready to elevate your customer service at ACE 2019 ? . Let’s talk self-service capabilities. Aspect’s self-service solutions provide companies with the tools they need to deploy, manage, report, and analyze automated communications across channels including voice, 2-way SMS, instant messaging on social media platforms, smart speakers, mobile, and web. . Successful Self-Service is a game-changer. . appeared first on Aspect Blogs.
VocalCom
OCTOBER 24, 2017
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.
Aspect
OCTOBER 6, 2017
One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. This desire for self-service can be traced back to the expectations of the new “ now consume r.” The now consumer prefers to handle customer service issues via the channel that is easiest for them, at a time that is convenient for them, and in a way that requires minimal effort. You can also find more information on self-service, here.
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