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.

Self service 85

Self service Customer effort Customer Support Customer Experience 85

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

Self service 65

Self service Upselling SaaS Customer Support 65

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. That includes what information you provide to your customers.

Self service 58

Self service Contact Center CRM Customer Support 58

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. Who’s there? When and where?

Self service 95

Self service Telecommunications Healthcare Analytics 95

Mindtouch

APRIL 26, 2018

Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail. Often, it’s product documentation. Let them in!

Self service 48

Self service Customer effort Education Customer Support 48

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Mindtouch

AUGUST 21, 2019

Amid the constantly changing dynamics of customer experience, one thing remains true: the customer is in the driver’s seat now more than ever. The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions.

Self service 48

Self service Engineering First call resolution Contact Center 48

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.

Customer Support 115

Customer Support Chatbots Self service Analytics 115

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

Mindtouch

JUNE 13, 2018

They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. To a web self-service portal or online help. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation.

Self service 48

Self service Customer Support Sales Technology 48

ShepHyken

JUNE 4, 2021

The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR.

First call resolution 196

First call resolution Management Chatbots Self service 196

TechSee

SEPTEMBER 21, 2023

Rarely were either left with a very positive experience. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. Unlocking this potential requires a new breed of AI to power an entirely new user experience.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Unlock your PDF documents.

Self service 48

Self service Customer effort Analytics Metrics 48

ProProfs Blog

SEPTEMBER 18, 2017

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is the key to have your customers coming back for more and improving your overall business.

Customer Support 148

Customer Support Self service Morale Banking 148

Mindtouch

MARCH 1, 2017

A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase.

Self service 48

Self service Sales Customer Experience Marketing 48

Solvvy

JUNE 17, 2021

Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Differentiate Support Needs Based on User Group.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Solvvy

SEPTEMBER 10, 2020

While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increase handle times, and turn-off newly acquired customers.

Chatbots 62

Chatbots Customer Support Education Self service 62

CSM Magazine

OCTOBER 12, 2022

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience. One technology that is starting to gain traction in the customer experience space is Augmented Reality.

Technology 52

Technology Customer Experience Journey mapping Chatbots 52

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Fonolo

DECEMBER 15, 2022

Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Provide Self-Service Options.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Customer Service Life

NOVEMBER 6, 2019

And that lasted well into the time where the responsibility for supporting customers was handed off to the contact center. So is moving away from email support a natural step as companies mature? Do other channels offer better customer experiences? 4- Email limits self-service options.

Customer Support 80

Customer Support Contact Center Self service Engineering 80

Solvvy

OCTOBER 23, 2020

The importance of eCommerce experiences have never been greater than in the age of social distancing. Chatbots and automated support are crucial to ensuring exceptional customer experiences. Solvvy’s complete chatbot creates opportunities for eCommerce companies to serve their customer’s needs.

Chatbots 48

Chatbots Customer Experience Self service Analytics 48

ShepHyken

DECEMBER 28, 2018

That said, millennials will absolutely turn to social media and peer-to-peer sharing to both document and absorb learnings. They are literally changing the rules of customer service on the fly. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. Therefore to successfully scale customer support requires prep work.

Customer Support 81

Customer Support Self service Wait times Personalization 81

Mindtouch

MAY 8, 2018

It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. Here are five things most customers want from a customer support experience.

Customer Support 48

Customer Support Wireless Airlines Self service 48

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

JustCall

OCTOBER 6, 2023

That said, businesses often struggle with delivering consistent support for a positive customer experience. Moreover, according to McKinsey, resources spent on customer experience without securing consistency are ineffective investments. Such variations are a result of poor customer support standardization.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. “The

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Method:CRM

MARCH 20, 2023

Customer portal solutions are dedicated web-based customer service and support hubs. They provide customers with a secure and personalized customer experience. Secure online access to data and documents. Knowledge repositories for your products or services (i.e. Unlimited customization.

CRM 52

CRM Enterprise Self service Accountability 52

Method:CRM

MARCH 20, 2023

Customer portal solutions are dedicated web-based customer service and support hubs. They provide customers with a secure and personalized customer experience. Secure online access to data and documents. Knowledge repositories for your products or services (i.e. Unlimited customization.

CRM 52

CRM Enterprise Self service Accountability 52

VirtualPBX

AUGUST 24, 2023

The Rise of AI and Chatbots Artificial Intelligence (AI) and chatbots have revolutionized various industries, and their integration into VoIP systems is set to redefine customer interactions and user experiences. Imagine a scenario where a customer calls into a VoIP system for assistance.

voip 94

voip Chatbots Healthcare Customer centricity 94

Method:CRM

APRIL 11, 2023

The Xero customer portal is designed to make self-service easy. Your customers no longer have to endure frustrating customer experiences with long wait times for assistance. Through the portal, customers can take control of their accounts by: Updating their contact information. Uploading documents.

Banking 94

Banking Wait times Accountability CRM 94

Mindtouch

MARCH 21, 2018

Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. Companies are increasingly placing product help at the forefront of their customer experience strategies.

Self service 59

Self service Analytics Feedback Customer effort 59

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Self service Contact Center 117

Mindtouch

JANUARY 10, 2020

The answer is thoughtful, customer-first innovation. That’s the leading idea behind SAP Service Moments , a new app designed to “create perfect service moments across all touchpoints.” This includes self-service, customer service, and field service. .

Self service 62

Self service Engineering Customer Experience Management 62

CSM Magazine

JUNE 29, 2021

Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX). Get Customer Feedback. Without customer feedback, it’s impossible to improve the customer experience. Offer Self-service.

Customer Service 52

Customer Service Self service Education Finance 52