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.

Why Customer Self-Service Will Improve Your Support Strategy

aircall

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer.

How self-service technology is changing the contact center job landscape

Ian Jacobs

She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." They use knowledgebases, FAQs, mobile customer self-service, chatbots, and peer-to-peer communities in increasing numbers.

How self-service technology is changing the contact center job landscape

Ian Jacobs

She describes the podcast as providing “surprising and counter-intuitive insights on customer experience, social customer service and content.” application development & delivery customer relationship management (CRM

Are These 4 Things Missing From Your Knowledge Base CRM Integration?

Mindtouch

A good knowledge base CRM integration should empower agents to do their jobs more efficiently. It should also enable customer self-service and, by doing so, positively impact customer service KPIs like ticket deflection , mean time to resolution, and customer satisfaction (CSAT). The question, however, remains: Is your knowledge base CRM integration all it can be? Big question, I know, especially given all the moving parts in most CRM integrations.

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CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. CRM Software. Self Service Software. Self Service Software.

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Applications that Improve the Customer Journey

DMG

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience. IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction.

This Year, Give Your Customers the Gift Of Great Holiday Support

Zingtree

Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help. Learn more about self-service decision trees.

Chatbots Mature Into An Enterprise-class Customer Service Tool—Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. The delta between those simple-to-build, but anemic in functionality, chatbots and conversational self-service tools designed for real enterprise environments is great.

New Gartner Report Highlights Top Knowledge Management Systems

Mindtouch

If the latest CRM Vendor Guide from Gartner is any indication, the business value of scalable knowledge management systems is rapidly expanding. From marketing, sales, and commerce to analytics and call center infrastructure, the creation and delivery of knowledge can create lower effort customer service experiences for internal and external customers alike. In this latest report, MindTouch is listed as a leader in Knowledge Management for Customer Service.

How to use your CRM to improve phone sales and service

NewVoiceMedia

If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. Benefits of integrating your CRM and telephone system. 1.Built to work with your CRM.

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Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Be sure to streamline the service process across all channels and departments. Empower customers through self-service.

What is Customer Engagement?

Mindtouch

According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. Two out of three B2B consumers engage primarily to request service or support. Driving Engagement with Self-Service Support Content. As you’ll notice in the strategies below, web self-service content can help fuel these efforts. Your self-service support content can be a significant source of customer information.

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5 Customer Expectations Your Brand Needs to Meet

VocalCom

Self-service options are excellent for saving customers effort. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. If you are using chatbots to provide service, make sure that human agents work alongside them. Offering them products and services based on their preferences is one way to do so. What do customers really want?

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.

6 Tips for Satisfying Customers on the Voice Channel

VocalCom

In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. A CRM solution can help organize customer data in one place and keep it updated in real time, preventing need for repetition.

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. First and foremost, effective customer services starts with YOU.

3 Ways Chatbots Assist the Agent Experience

Mindtouch

In many ways, an efficient customer service chatbot can improve the agent experience by making agents more effective. If this kind of experience can be integrated within a CRM as part of the agent’s screen real estate, all the better.

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.

Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. application development & delivery chatbots customer relationship management (CRM

3 Steps to Transform Your Help Center Into a Customer Success Center

Mindtouch

How would you tackle such an enormous, self-perpetuating problem? Step 3: Self-Improving Workflow. ” Don’t focus on capturing information across just one channel—target them all: chat, phone, email, CRM, self service, and so on. Customer Experience CRM Customer Success Online Help Self-ServiceMore so than ever, stakeholders are finding the lure of customer success irresistible.

Up Your Customer Service Game by Leveraging What You Have

8x8

In fact, just 13% of organizations self-rate their CX delivery at 9/10 or better according to Dimension Data. Often, whoever gets to the phone first is the front line for customer service. Offer Customers Self-Service Menus.

The Omni-Channel Agent Experience

DMG

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Contact centers are now striving to become integrated omni-channel servicing environments, which is a necessity for companies undergoing a digital transformation.

Turning customer journeys into profitable journeys

teleopti

oz at Teleopti, excellent customer service and business success are inextricably linked. He explores how to transform your customer service from a cost center into a profit-making powerhouse using Workforce Management. . Is your customer service a tortoise or a hare ?

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TOP 124 Salesforce Influencers of 2017

Mindtouch

Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Bill Patterson , SVP & General Manager Service Cloud, Salesforce — @bpatter — [link]. Bill Powell , Senior Salesforce Solutions Engineer, CSS Technical Services — @billpowell__c — [link]. Charlie Isaacs , CTO for Customer Connection & VP of Service Cloud Strategy, Salesforce — @charlieisaacs — [link]. CRM Systems Analyst, Instructure — @davinahanchuck — [link].

5 Ways to Improve Retention by Upping the Customer Experience

Mindtouch

It’s about consistently going the extra mile, not just with respect to the obvious things such as products and services, but on seemingly little things such as always being prompt, positive, and courteous. In the online arena, this translates into providing multiple avenues of customer service, including online FAQ pages and live chat options, as well as designing pages that are easy to navigate and comfortable to use. Invest in a CRM Tool.

3 Behavioural Mindsets for Accurate Content Personalization

Peter Lavers

It’s all about making the customer journey smoother, helping customers to be informed to make the best choice, which leads to better and quicker sales and service outcomes. best product), fewer service enquiries and better educated self-service.

Why You Can’t Just Convert FAQs into a Customer Service Chatbot 1:1

Aspect

As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. So WHY does an FAQ not translate 1:1 into a customer service chatbot? Consider the following four FAQs a bot covers that we built for an automaker earlier this year: What is Concierge Service? How can I contact the Concierge Service?

How Whirlpool Transformed the Customer Experience using SAP and MindTouch

Mindtouch

With MindTouch and SAP, Whirlpool was able to get this information on their “website for consumers, and also integrated into the CRM so call agents could have access to it,” according to Kimberly Giandiletti. For customers that need in-home support, the information already gathered by call agents can be shared through MindTouch and SAP to the field service agent, who can be prepared with the correct parts and information before stepping foot inside the home.

5 Call Center Trends to Keep an Eye on in 2018

Mindtouch

Typically, this begins with an solid CRM tool and integrated knowledge base solution that gives agents what they need while handling support cases. Ideally, all of these capabilities are integrated into the CRM to allow for optimal case resolution on the first call or contact. Self-service and ticket deflection. And given this preference for self-service, there is massive growing opportunity to help customers help themselves.

CX-Ray Vision: The Experiences You Need In Your Business

8x8

Give your sales, operations, and customer service teams and supervisors some serious superpowers, with 8x8 Contact Center : CX-Ray Vision : See inside the entire customer experience pipeline. Today’s consumers are notoriously fickle. What’s the way to win their repeat business?

The Future of B2B E-Commerce: 3 Components of the Perfect Buying Experience

Mindtouch

This has led to the increasing expectation that business products—even sophisticated software—be available “as-a-service”: nothing to install and maintain, continuous upgrades, and a very high bar for the quality of service. then and only then do you earn the foundation of trust needed to expand the customer relationship and sell them more of your “[Fill-in-the-blank]-as-a-Service.”. Self-serve buying. Customer Experience Mobile Self-Service

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5 Ways Support Content Can Help Absorb Seasonal Spikes

Mindtouch

Content is at the center of any good self-service customer experience. But it also improves the ability of novice agents to deliver a better customer service experience. And they need it without ever leaving their customer relationship management (CRM) tool. Enable self-service customer service – Most people would at least prefer to solve problems on their own, even if they don’t know how.

How Customer Support Agents Find Content

Mindtouch

Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Ideally, the knowledge base is part and parcel of a broader web self-service portal , one that allows various users to authenticate and see only the knowledge they need to achieve some successful outcome. Within the customer relationship manager (CRM). Do we integrate it into the CRM?

How to Make Help Content Your Best Billboard

Mindtouch

What follows is a step-by-step guide on how to build a content structure that drives results for both presale and post-sale self-service support experiences. Do you provide services, products, or both? Can your products or services be segmented (versions, models, etc.)? Do different demographics rely on different products or services? What results do (or should) consumers expect after buying your product or service?

On the Road Again: MindTouch Caught Up With Paul Greenberg

Mindtouch

for CRM Evolution and Customer Service Experience. CRM Evolution is a long-standing event in the customer engagement space, chaired by industry analyst Paul Greenberg, Principle at The 56 Group. Paul really brings the thunder (wait for it, around the 3 minute mark), as CRM Evolution is attended by many of the influencers you follow today. The idea of self service is covered. Customer Experience Video Conference CRM Customer Success

17 Social Customer Service Reports You Can’t Live Without!

Chad Schaeffer

I get to do what I truly love which is help clients improve their social customer service programs. These questions of course are answered by the reporting you have in place to analyze and optimize social customer service performance. I have the best job in the world.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

I’ve had a few interactions recently with customer service departments. We hear a lot about bad customer service experiences because of the outrage they trigger. Modern Self-Service. A Rich Set of APIs for External Integration with CRM Systems and Enterprise Data Sources.

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Thriving in the Experience Economy – Build Robust CX in your Contact Center

inContact

Below are some key CX building blocks that every contact center should look at, to move beyond just servicing customers. With improved global and predictive routing and advanced self-service options, it is possible for to dramatically reduce wait times.

Advantages of Using Call Centre Software in E-commerce Industries

Hodusoft

Typical call center software incorporates predictive dialing and auto dialing from a list of numbers that can be called from a phone book or backend CRM. As it is they already have a strong database of customers in their CRM that, incidentally, can be tied to the CC software.