TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Crowdsourcing of Expertise for AI.

Self service 111

Self service Contact Center contact center workforce Banking 111

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service. Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

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

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

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

ChurnZero

AUGUST 20, 2021

Make Contacting Your Support Team Insanely Easy. Educate Your Customers to Get Their Buy-In. Gain Customer Trust by Being Upfront. Why Customer Success and Support Will Never Have a Clean Break. Naturally, people who work in Customer Success and Customer Support have a “helper” mentality.

Customer Support 98

Customer Support Education Metrics Accountability 98

TeamSupport

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. His customer support team is starting to doubt their ability to support those that need it. “I Sales is blaming customer support for losing the customers they worked so hard to bring in. How can Jack turn things around?

B2B 98

B2B Customer Support Finance Sales 98

Mindtouch

OCTOBER 8, 2017

A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education. Customer Education Example. The post Customer Highlight: Planview Customer Education appeared first on MindTouch Blog.

Education 48

Education Self service SaaS Customer Support 48

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

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

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

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

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

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. What’s Changed in the Customer Support System? Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service. Enhancing customer experience.

Customer Support 52

Customer Support Morale Chatbots Wait times 52

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. The Proof Is In The Pudding.

Self service 67

Self service B2C B2B Education 67

inSided

SEPTEMBER 4, 2020

In our recent webinar with Skilljar and joint customer Glint—or Glint’s Customer Empowerment team, we discussed how combining an online customer community platform and a Customer Education program can deliver serious value for B2B SaaS companies in the form of increased customer engagement and brand advocacy.

Education 52

Education B2B SaaS Self service 52

ChurnZero

AUGUST 20, 2021

Make Contacting Your Support Team Insanely Easy. Educate Your Customers to Get Their Buy-In. Gain Customer Trust by Being Upfront. Why Customer Success and Support Will Never Have a Clean Break. Naturally, people who work in Customer Success and Customer Support have a “helper” mentality.

Customer Support 52

Customer Support Education Metrics Accountability 52

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. © 2003 - 2017 Provide Support LLC.

Self service 45

Self service Education Customer Support Customer Service 45

inSided

JULY 27, 2020

It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools. Join me for a conversation with Sonia Leighton, Chief of Customer Success at Arbor Education to find out how employing tech touch tools like community has helped them with the digital transformation of their CS function.

Education 52

Education Self service Customer Support 52

Nicereply

MAY 10, 2022

Applying the 80/20 rule with your support team can increase your customer satisfaction , improve your CSAT and NPS scores, and virtually transform your customer support. Here are three 80/20 questions to ask , along with examples of how you can use them to transform your customer support.

Customer Support 59

Customer Support Surveys Self service Accountability 59

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

Nicereply

APRIL 13, 2022

A customer support agent pitching relevant and personalized promotions at the right time impacts said promotions’ efficiency and cost. In other words, having AI helps in choosing what to promote and when it is a customer/brand win-win situation and fosters customer loyalty. Help you solve customer problems?

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

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

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

Help Scout

JULY 24, 2018

The difference between customer support and customer success has sparked a number of lively discussions. Customer Support teams resolve product-related issues and educate the customer about how the product works. Defining Customer Support and Customer Success.

Customer Support 40

Customer Support Engineering Education Self service 40

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. 60% of Gen Z say that they find chatting with customer service stressful.

Chatbots 69

Chatbots Education Self service Personalization 69

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. Provide Superior Support.

B2B 82

B2B SaaS Education Brand ambassadors 82

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

NobelBiz

APRIL 2, 2024

With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey. With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans. That’s what we all fear.

Contact Center 281

Contact Center Self service Banking Airlines 281

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

TeamSupport

SEPTEMBER 14, 2018

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate….

B2B 76

B2B Customer retention Self service Education 76

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. Experience.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

NobelBiz

MARCH 26, 2024

Key components of CXA include: Chatbots and virtual assistants: These AI-powered tools provide instant assistance to customers, addressing queries and guiding them through various processes. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

CSM Magazine

JUNE 29, 2021

It’s no secret that an increasing number of people are switching to online and mobile financial services. This move is having a significant impact on the future of customer support. The main customer support channels are now: Live chat. Offer Self-service. Video chat. Social media. Go Digital.

Customer Service 52

Customer Service Self service Education Finance 52