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.

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

Early adopters of smart home products tended to be DIY-ers or highly technical and were able to self-onboard with ease. According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Enter AI-powered self-service solutions for smart home IoT onboarding.

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Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. What makes some Chatbots so good at solving issues, and others so hopeless? How can two Chatbots with the same range of abilities deliver two completely different customer experiences?

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. What makes some Chatbots so good at solving issues, and others so hopeless? How can two Chatbots with the same range of abilities deliver two completely different customer experiences?

Customer Service in the Time of COVID-19

ShepHyken

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. That includes how we interact in the realm of customer service. Now is the time to double down on self-service.

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue

Bold360

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes.

How Positive Emotions Keep Customers Coming Back

NICE inContact

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact.

Website findability: How autocomplete and semantic search affect the customer experience  

Inbenta

are great entertainment if you’re not in a rush or are in the mood for some free laughs. It’s also not a positive for your business, as every call or email into your support center costs time and money that could otherwise be avoided with stronger self-service tools.

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools

DMG Consulting

A surprisingly high percentage of employees who do not work in a contact center or customer service, sales, or marketing department dedicate more than 40 percent of their time to helping customers. This is the case in companies in a variety of industries, including financial services, healthcare, insurance, telecom, retail, travel, entertainment, and many others. The Business Case for Making Contact Center Applications Standard Employee Productivity Tools.

What Covid-19 has Taught Telecoms about Customer Experience Management

Quadient

If they weren’t before, Covid-19 has made broadband services a vital lifeline for many people. . As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. .

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial Intelligence in customer service. Artificial Intelligence in self-service. Historically, customer service has a reputation for being an unpleasant experience for people on both ends of the call.

A Contact Center Expert’s Guide to Improving CX in 2019

VHT

Chatbots. People love using chatbots for simple tasks. Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. They can also access customer history, account information and product lists to personalize service or offer upsells.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service industry in particular has recognized AI technologies as having almost unlimited potential to meet consumers’ growing demand for better customer experience (CX), reduce costs and decrease reliance on contact center agents. A Tata Consultancy Services survey found that 31.7% Chatbots.

How Digital Adoption Platforms Contribute to Enhanced Customer Experience

Nicereply

Plus, YesElf’s walkthrough offers tips and relevant information, allowing users to solve the problem in a self-service way. Other digital adoption companies like Whatfix can also offer in-app guided walkthroughs and contextual in-app self-help menus that can personalize user experience.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

And customers love to use them because they don’t have to change apps; they get customer service right in the apps they use the most. Trillion USD to customers switching due to poor customer service. The solution involves automation that takes advantage of the existing customer service framework and delivers intelligence to agents allowing them to improve their service levels at scale. How Artificial Intelligence is contributing to Customer Service.

How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics

SharpenCX

I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. Shorter AHT doesn’t always indicate better service, though.

18 Ways to Improve Your Customer Engagement Strategy (With Examples)

JivoChat

It allows you to learn more about customers, understand their behavior as they evaluate your product or service, understand what they like and dislike about your company, and learn their purchase habits. AI-powered chatbots are a revolutionary way to address this issue.