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

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. When and where? 12:30 – 13:30.

Self service 95

Self service Telecommunications Healthcare Analytics 95

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

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

OCTOBER 26, 2023

When it comes to providing exceptional customer support, you cannot leave iOS users behind. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. You want to keep detailed records of important customer data.

Customer Support 52

Customer Support voip Contact Center Self service 52

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

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 113

Customer Support Chatbots Self service Analytics 113

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service Engineering First call resolution Contact Center 48

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.

Customer Support 97

Customer Support Engineering Time management Self service 97

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

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

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Self-service. Visual Support. And we’ve got a bonus at the end!

B2B 59

B2B Customer Support Self service Morale 59

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

JUNE 15, 2018

For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Where customer support agents go for information.

Customer Support 69

Customer Support CRM Self service Management 69

Solvvy

APRIL 2, 2020

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.

Customer Support 62

Customer Support Management Self service voip 62

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

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

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. The Auto Modeling application observes your visual customer support sessions and autonomously builds it’s own visual AI models of your hardware and components.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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 200

First call resolution Management Chatbots Self service 200

ShepHyken

APRIL 15, 2022

Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy. Empower agents with the right customer support tools .

Customer Experience 175

Customer Experience Customer Support Enterprise Scripts 175

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

Wowdesk Blog

JULY 1, 2020

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . A lot of factors influence the decision, such as subject, paying or free users, agreements of service your team has, rules, skill sets of team members, and many more. .

Customer Support 52

Customer Support Management Self service Engineering 52

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 247

Customer Service Self service Customer Support Scripts 247

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

ShepHyken

DECEMBER 26, 2022

However, focusing solely on prospective customers can lead to excessive cash burn, which can rapidly jeopardize a company’s financial situation. It is well documented that it is far less costly to retain existing customers, not to mention that there is a higher probability of customers repurchasing and spending more on subsequent orders.

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

Customer Service Life

NOVEMBER 6, 2019

4- Email limits self-service options. According to GetFeedback , 91% of customers will self-solve their issues if given the option. The problem with customers having your direct support@ email address is that customers don’t have to go to your website.

Customer Support 80

Customer Support Contact Center Self service Engineering 80

Fonolo

DECEMBER 15, 2022

While not as efficient as your friendly neighborhood agent, these are great for supporting your online users with basic queries, leaving the bigger fish for your call center team to handle. Provide Self-Service Options. It’s no wonder that self-service technologies are on the rise in the call center industry.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

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. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions.

Customer Support 48

Customer Support Wireless Airlines Self service 48

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? To get started, here is a list of questions to ask yourself so you can better understand if you need to make a change with your support software.

B2B 64

B2B Customer Support B2C Self service 64

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 185

Self service Chatbots Personalization Interactive Voice Response 185

Method:CRM

MARCH 13, 2023

Customer experience is how people feel when they buy or interact with your products and services. It includes things like customer service, the quality of the product or service sold, customer support, customer convenience, and more. Enhancing the customer experience is crucial to your success.

Customer Experience 90

Customer Experience Self service Education Best practices 90

kommunicate

MARCH 30, 2020

Bots are the hotshots in the customer support market. Additionally, with the rise of self-service, bots have become more important. These are nothing but a set of documents that feed questions [.]. In this post, we will learn how to create FAQ bot. It’s simpler than you imagine.

Self service 81

Self service Customer Support Marketing 81

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 48

Customer Support Self service Wait times Personalization 48

JustCall

OCTOBER 6, 2023

Such variations are a result of poor customer support standardization. The absence of a clear set of guidelines or protocols results in varying levels of service quality. Research tells us that 81% of customers seek the same level of service every time they interact with the business.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

TechSee

MARCH 11, 2024

To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. However, if you only want to provide basic eCommerce support, such as order status updates or system downtime updates, a Phase 2 solution will suffice.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Method:CRM

MARCH 20, 2023

They provide customers with a secure and personalized customer experience. Customer portals allow your company to manage customer interactions more quickly, efficiently, and reliably through features like: Self-service tools. Secure online access to data and documents. Customer feedback surveys.

CRM 52

CRM Enterprise Self service Accountability 52