Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry. Stop people, send them to self-service. Case Study – Client A.

Self service 75

Self service Contact Center Analytics Metrics 75

Concentrix

JUNE 6, 2023

See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions. “How can I help you?”

Interactive Voice Response 62

Interactive Voice Response Self service Customer Service 62

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. You can read the full case study here.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

CCNG

JANUARY 11, 2023

The New Shift Providing exceptional customer service is certainly not a new concept. It’s been a theme across business books, case studies, and articles. Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means).

Customer Service 195

Customer Service CCNG Education Self service 195

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI For more case studies, ideas and inspiration, visit www.ebi.ai. All this information, along with the customer’s contact details, are visible to the property agent who then has valuable insight into the customer’s situation and buying preferences. About the Author.

Self service 59

Self service Marketing Automotive Transportation 59

West

JUNE 28, 2018

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. million per year thanks to self-service optimizations.

Self service 48

Self service Customer Service Interactive Voice Response Contact Center 48

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

Kayako

APRIL 14, 2016

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. So how can interactive video fit into your self-service support offering? Why use video in self-service support? Read on to find out! Read on to find out!

Self service 48

Self service Best practices Customer Support Marketing 48

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. Read the full case study.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

Aspect

SEPTEMBER 7, 2017

The General recognized that customers want to manage tasks on their own — without talking to an agent — and saw an opportunity for additional self-service tools beyond the website. Read the case study here. The post How The General Meets the Needs of Their Customers Using Aspect CXP appeared first on Aspect Blogs.

Interactive Voice Response 92

Interactive Voice Response Self service Management Customer Service 92

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with.

Customer Service 191

Customer Service Employee engagement Self service Surveys 191

Global Response

FEBRUARY 26, 2024

Automated systems like chatbots and self-service portals allow businesses to provide 24/7 customer support. Let’s look at five effective strategies for gathering customer feedback: Strategy #1 : Use integrated feedback platforms to collect data from social media, email, surveys, and customer service interactions.

Call Center 62

Call Center Customer Service outsourcing CRM 62

NobelBiz

FEBRUARY 20, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Calls are first routed to the cloud, where they undergo processing via the SBC Cluster.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Zappix

MAY 26, 2022

The leading Visual Self-Service provider will present its solution and a joint case study with partner Premiere Response. The session will examine the power and impact of the “Humology” philosophy — combining the strengths of human agents and modern self-service technology.

Self service 40

Self service Technology 40

CSM Magazine

FEBRUARY 2, 2024

In a recent case study published by Sabio , Benenden Health can now roll out digital innovations to match member preferences. Early results have validated Benenden’s cutting-edge CX strategy, with the healthcare provider reporting: Member satisfaction scores have climbed above 8.8

Healthcare 52

Healthcare Chatbots Self service Technology 52

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

NobelBiz

FEBRUARY 6, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Inbenta

NOVEMBER 3, 2022

In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. CASE STUDY: HEALTHCARE CHATBOT IN GLOBAL PHARMACEUTICAL COMPANY This Fortune 500 pharmaceutical giant needed help with high monthly chat volume. Read full case study].

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Hodusoft

JULY 19, 2023

Cost Savings: By automating call routing and leveraging self-service options such as IVR, businesses can reduce the need for additional staff and handle more calls with fewer agents. IVR systems enable self-service capabilities and help route callers to the right department or agent.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Aspect

JUNE 8, 2020

On June 16 th (12:40-1:00 PM EDT), we’ll be presenting a case study session with BAC Credomatic , Automated Self-Service: Solving for Speed, Simplicity and Efficiency. In this session, we’ll discuss new opportunities to deliver better customer experiences, as well as realize significant cost savings, through automation.

Self service 62

Self service Banking Best practices Customer Experience 62

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Balto

DECEMBER 16, 2022

More Self-Service Options. While voice remains in tier one, self-service is the name of the game for those easy wins. There’ll be more AI mixed with self-service and a focus on how to get people moving through the contact and center and to a resolution a lot faster than they are today.”.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

TechSee

JANUARY 28, 2020

It’s all about providing fast, effortless and effective self-service. The retail world should see some pretty impactful case studies come out of it, and time will tell if the technology can cut out No Fault Found returns in a meaningful way. And retailers are already beginning to dabble in it. Implications for Retailers.

Wireless 136

Wireless Self service Sales Chatbots 136

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

Aspect

AUGUST 21, 2019

We will also outline how to get the most out of your existing investment and provide customer case studies so you can see first-hand how we’re simplifying and improving the customer engagement landscape. Interaction management, including inbound, outbound and self-service.

Best practices 70

Best practices Self service Analytics Education 70

Inbenta

JULY 29, 2021

During the past decade, airlines have gradually implemented customer self-service projects to allow travelers to access information 24/7 on their flights, bookings, mileage, and so on, avoid online waiting lines, and have an overall more enjoyable flying experience. . Let’s see a couple of examples. Create your own airline chatbot.

Airlines 88

Airlines Chatbots Upselling Self service 88

Kayako

APRIL 12, 2022

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Having high-performance customer service is essential for any company, regardless of industry. Check out these five case studies that will help you improve this process in your business.

Customer Service 114

Customer Service Self service Education Technical Support 114

CSM Magazine

OCTOBER 5, 2020

Expect insights from senior leaders at the forefront of service and experience, impactful presentations, real-world case studies, interactive sessions, and virtual networking – Direct to your home. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

Toister Performance Solutions

SEPTEMBER 20, 2018

The book focuses on the next wave of service—making it easier for customers to do business with you. It's chock-full of case studies from top companies, both big and small. The best part is it contains practical ideas that can allow businesses of any size to out-service the competition.

Entertainment 65

Entertainment Self service Technology Customer Service 65

Vcaretec

APRIL 10, 2023

Check their references and ask for case studies or examples of how they have helped businesses similar to yours. Self-Service Support: Self-service support outsourcing involves outsourcing the development and management of self-service platforms like FAQs, knowledge bases, and chatbots.

outsourcing 52

outsourcing Customer Service Self service Best practices 52

Totango

AUGUST 21, 2020

Case Study: Monster. Case Study: Zoom. They now keep hundreds of thousands of customers engaged with relevant communications and easy-to-use self-service options and have an NPS of more than 70. Case Study: SevenRooms. Customer Success Is a Team Sport .

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

delighted

DECEMBER 7, 2021

And, while the concept of product-led growth seems self-explanatory, there is more to the strategy and benefits of product-led growth that are crucial for product teams – and all teams – to understand. Product-led growth case studies. What is product-led growth?

B2B 77

B2B Enterprise Surveys Feedback 77

JustCall

APRIL 5, 2023

However, less than one-third of companies offer self-service options such as a knowledge base. This is why businesses need to integrate a customized platform with self-service features if they want to elevate their customer experience and improve customer success rates. out of 5 stars.

Management 52

Management CRM Customer retention Analytics 52

Creative Virtual

JUNE 2, 2020

Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Back in 2015, Motability Operations won a Customer Contact Innovation Award for their contact centre virtual agent, Ask Mo, and gave a presentation on their winning case study.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Tethr

JUNE 29, 2018

Watch this recorded webinar featuring Tethr customer Tyler Dowd, Director of Member Services Enterprise at BCU and Tethr to learn how BCU was able to use Tethr to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.

First call resolution 48

First call resolution Education Self service Enterprise 48