Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. Conquer your support mistakes. Click To Tweet.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. 6 Major benefits of WhatsApp for customer support. #1 5 Send multimedia messages.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

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

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Your CEO self is happy now).

Customer Support 83

Customer Support Banking First call resolution Self service 83

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Customer Support 98

Customer Support Education Self service Surveys 98

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience APIs Consulting 76

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. What is a Customer Experience Map? Agent-assisted support via phone. Self-service web portal for issue resolution.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

CSM Magazine

JUNE 17, 2021

Yext Inc, the AI Search Company, today announced new integrations with Zendesk Inc, as part of its continued focus on empowering customer support teams. Yext Support Answers , released in May, is a suite of enterprise search solutions built on Yext’s AI-powered platform for customer support use cases.

Customer Support 52

Customer Support Enterprise Self service Technology 52

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . And for all customers, over time.

Contact Center 56

Contact Center Analytics Self service Finance 56

3CLogic

NOVEMBER 27, 2023

The question remains: how can your business realize those cost savings without compromising the quality of your customer service interactions? Or without abandoning customers’ preferred way of reaching out: the always-relevant voice call? Read on to explore the highlights and benefits for service desks like yours.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

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

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. I placed a frantic call to technical support. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") The rep offered to stay on the line with me until my webinar started. Sometimes there's no phone support at all.

Customer Support 80

Customer Support Technical Support Self service Coaching 80

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

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

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

Customer Service 78

Customer Service Banking Engineering Self service 78

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. Learn More.

Customer Support 49

Customer Support Management Self service Call Center 49

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. Learn More.

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. Learn More.

Customer Support 40

Customer Support Management Self service Call Center 40

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Creative Virtual

MAY 28, 2020

Do you need to upgrade a poor performing self-service tool? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents. Offering reliable self-service is an important piece of that strategy.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. But times are a-changing.

Customer Support 40

Customer Support Self service Upselling CRM 40

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. Props to Jeremy Watkin , Director of Customer Experience and Support at NumberBarn, who first posed the question on Twitter and got us thinking about the topic.) Like chatbots, IVRs are used for basic self-service.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. A reality is that, with fewer branch, or even telephone, interactions, delivering consistently positive customer experiences will be a key challenge.

Banking 225

Banking Customer centricity Big data Finance 225

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. Trend #2: Self-service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

CX Journey

MARCH 7, 2019

Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. 3 Offer a unified experience The omnipresent customer needs an omnichannel experience.

Customer Experience 42

Customer Experience Self service Chatbots Engineering 42

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. But how is AI being utilized in customer experience today, and how will it be utilized moving forward?

Self service 62

Self service Banking Chatbots Technology 62

Enghouse Interactive

SEPTEMBER 29, 2020

Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? The reality is that “customer experience” is more than a single engagement or interaction with your organization. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80