Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. Customer care center metrics in the era of self-service clearly require a different approach.

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents.

How to Write Self-Service Support Material

GetFeedback

When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. to customers.

The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

Self Service Should Never Mean Solo Service

Customers That Stick

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor.

The self-service guilt trip

Kayako

Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. I want to break down some of the biggest guilty thoughts you might encounter when trying to build a self-service strategy.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

5 Ways to Optimize Self-Service Practices

VocalCom

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy.

These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!

Myra Golden Media

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. Self-service at the library must be a smooth and quick experience. There are 3 steps you can take to make self-service work.

5 Top Customer Service Articles for the Week of August 5, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. My Comment: Self-service is a powerful part of the customer experience.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . The Rise of Self-Service. Customer Preferences and Self-Service.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.

How to Successfully Implement Customer Self-Service Strategies

Fonolo

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use.

Ready to Elevate Your Self-Service? Meet the Coach at ACE 2019!

Aspect

Are you ready to elevate your customer service at ACE 2019 ? . Let’s talk self-service capabilities. Are your customers able to get things done at their own convenience? Successful Self-Service is a game-changer. .

How Customers Move Through The Five Layers of Self-Service

Mindtouch

That explains why the majority of people choose self-service first. Moving through the five layers of self-service. The starting points for these customer self-service journeys are as infinite as the amount of available information.

Enhance customer service experience using self-service

NewVoiceMedia

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

IVAs Can Remake the Self-Service Landscape

DMG

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

What’s the Ceiling on Self-Service?

Fonolo

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder. VPs & Directors of Customer Experience.

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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019

TechSee

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.

Customer Self-Service and Its Value in the Digital Age

Provide Support

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Articles customer self service customer service self service

Enhance Customer Service Experience Using Self-Service

Answer Dash

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. We’re self-service, you know.”

Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale? Communication Customer Experience Technology

Trends Driving Customer Self-Service: Chatbots and Artificial Intelligence

Mindtouch

This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service.

Scene Setting On Chatbots For Self Service

Brainfood

Much has already been written about chatbots, AI, machine learning and the impact all this is going to have on organisational life, jobs and customer expectation. Continue reading Scene Setting On Chatbots For Self Service at BrainFood.

Internal Customer Service: Will AI Offer Employee Self-Service a Lifeline?

bold360 Blog

So after you’ve exhausted all “self-help” resources you log a ticket or send an email. Employee self-service is nothing new — searchable knowledge bases have been around forever. As consumers we want self-service, but as employees, we tend to shy away. The Truth About Employee Self-Service. Fixing employee self-service means getting honest about why employees are slow to adopt self-service.

Self-Service Experiences Matter Too

Avaya

There are times when a customer needs to dial into your contact center to ask a question or request assistance. Customer: “I have a question about my recent transactions.”. “I’m Customer repeats the same information making sure to slowly enunciate every letter of every.

Five Trends Accelerating Customer Self-Service Demand

Mindtouch

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. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. Customer Success is Eating Support.

Guest Blog: Customer Service Trends for 2018

ShepHyken

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform

SmartAction

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

ShepHyken

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention.

Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

plumvoice

Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. With the large customer bases these companies have, those fees could result in.

What is the Motivation for Companies to Adopt Self-Service?

Jacada

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized.