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.

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Self service Upselling SaaS Customer Support 65

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

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Self service Marketing Management Customer Service 104

SmartAction

MAY 12, 2021

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID.

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Self service Virtual Agent Technology 80

Zappix

MARCH 21, 2024

As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry. Hyper-Personalization Personalization has been a buzzword in customer service for some time now, but in 2024, it’s taking on a whole new level.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Aspect

AUGUST 30, 2018

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Self-Service Technologien machen das möglich und vermeiden darüber hinaus lange Wartezeiten.

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Self service Interactive Voice Response Chatbots Contact Center 54

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends. To see how Totango stacks up against other vendors and learn more about the latest CS trends, download a copy of the “The Forrester Wave™: Customer Success Platforms, Q4 2023” report.

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B2B CRM Enterprise Upselling 93

SmartAction

MARCH 7, 2023

Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond. Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. What are the key drivers of this explosive growth in the CAI market?

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Multichannel Virtual Agent Self service Accountability 85

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! To that end, we asked them one simple question: what will be the customer service trend in 2023? Top customer service trends of 2023. Yes, AI is key to scaling effectively as it allows for deflection opportunities via self-service. Josh Magsam. Nouran Smogluk.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

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)! Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Why is customer self-service important?

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Self service Chatbots Customer Service Engineering 59

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. Spot-on web self-service is a must.

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Self service Feedback Surveys Enterprise 80

Mindtouch

DECEMBER 6, 2018

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. A brief introduction to AI.

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Self service Chatbots Real estate B2B 48

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. My Comment: Add five more ideas to the list of trends. Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential.

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Customer Service B2B Journey mapping Chatbots 321

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Trends versus Reality – Successful Companies Show How to Lead the Way. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

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Contact Center Scripts Cloud contact Technology 60

Creative Virtual

APRIL 30, 2020

Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. In a recent blog post, my colleague Laura Ludmany talked about the sharp increase of traffic Creative Virtual’s banking virtual agents had experienced over the previous month. Only time will tell. Hungry for more stats?

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Virtual Agent Self service Customer Experience Government 78

Calabrio

NOVEMBER 25, 2020

In fact, technology is the driving force behind the biggest trends confronting contact centers today. Self-service technology in particular is driving change, giving consumers even more control of their experience. This helps agents provide faster, more personalized services that meet customer expectations.

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Contact Center Self service Analytics Banking 122

Mindtouch

FEBRUARY 15, 2018

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.

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Self service Customer effort Customer Support Customer Experience 85

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. Agent empowerment is one of the top trends in the contact center space for 2023. More Self-Service Options. While voice remains in tier one, self-service is the name of the game for those easy wins.

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Contact Center Agent Empowerment Self service Scripts 52

Creative Virtual

JANUARY 12, 2021

History is littered with brands that resisted change and failed to keep up with new trends and preferences in the marketplace – like Blockbuster – which ultimately resulted in their demise. Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history.

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Self service Virtual Agent Chatbots Consulting 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. AI-Enabled Self Service (34.8% Back office support. Subject matter experts.

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Self service Contact Center Chatbots Average Handle Time 66

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.

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Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. Get your copy: Forrester Customer Service Mega-Trends Report. The more YOU KNOW.

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Self service Contact Center Benchmark Chatbots 76

OctopusTech

APRIL 27, 2021

Thus, new trends reshaping CX design emerged in 2021, demanding diversity in CX strategies. Here are some trends that are shaping the way businesses are reimagining the CX. Omnichannel support is the new trend in CX. Mobile is not only a digital bridge to the physical world but also a new CX trend.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

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

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Upstream Works

DECEMBER 20, 2022

This use case can take many forms, with self-service automation often coming to mind right away. First would be with chatbots, where AI enables virtual agents to take self-service further than legacy-based IVR. The post 2023 Trends: AI for Better Agent & Customer Experiences appeared first on Upstream Works.

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Customer Experience Virtual Agent Contact Center Scripts 78

Anexa BPO

JUNE 22, 2023

The newest CX trends are sweeping the business world, and they’re all about ensuring that all customer service activities are focused on deepening the customer-brand connection. It’s 2023, and customer service has truly arrived – it’s no longer a department, it’s a philosophy. Here’s how.

Sales 52

Sales outsourcing Customer centricity Self service 52

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog.

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Self service Surveys Contact Center Metrics 59

bold360 Blog

DECEMBER 10, 2020

The playbook describes 5 key phases: (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. In this post, we’ll focus on phase 5, evolving to the next level of self-service.

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Self service APIs Technology Wait times 52

Mindtouch

SEPTEMBER 19, 2017

What’s an effective self-service model? How do you achieve an effective customer self-service model? It provided me with a deeper understanding of the trends in the field of documentation, support, and training as it undergoes a renaissance of sorts. This role is driving effective self-service models.

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Self service Customer effort Sales Personalization 66

Aspect

JUNE 20, 2018

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

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Self service Technology Interactive Voice Response Customer Experience 59

Mindtouch

APRIL 24, 2018

While there are many trends helping to transform self-service customer support, few garner as much conversation as automation. The “Shift-Left” self-service model. This is what HDI and other self-service champions call “Shift-Left,” a term that is gaining wider adoption. The A-word.

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Creative Virtual

APRIL 22, 2020

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.

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Self service Customer Experience Virtual Agent Chatbots 52

ProProfs Blog

JANUARY 10, 2019

However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. While many experts in this segment may offer you great insights, finding all the trends at one place is kind of tricky. However, customers nowadays want self-service to be more interactive.

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Customer Service Multichannel Self service Scripts 116

NICE inContact

SEPTEMBER 10, 2019

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. As you are developing your plan, keep in mind there is no one-size-fits-all solution to placing and perfecting self-service options.

Self service 60

Self service Contact Center Benchmark Customer Experience 60

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. Chatbots, self-service, and agent assistance are just the tip of the iceberg. The latest contact center trend utilizing AI is in forecasting and scheduling. That has changed with AI: .

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Contact Center Chatbots Call Center Analytics 86

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

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Customer Experience Chief Customer Officer Self service B2C 100

ShepHyken

MAY 15, 2023

Just last week, I included an article focused on this trending topic. 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.

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Customer Service Self service Customer Experience Surveys 163