Part 1: Omnichannel Self Service for B2B Customer Support


Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy.

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Part 2: Omnichannel Self Service for B2B Customer Support


Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.".

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The Real Value of Self-Service in Customer Support


I went through all their FAQs and support videos. She nods again and asks: ‘ Did you call their customer support line?’. And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. Think like your customers!

Empower Customers With Self-Service Blog #2

Enghouse Interactive

Register for our upcoming 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. Addressing Customer Needs.

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

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Part 1: Omnichannel Self Service Options for B2B Customer Support


Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

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5 Best Practices for Great Self-Service Customer Support


Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Review Your Support Tickets. Top related content: How to Improve Service Levels in Your Call Center.

Why Self-Service is the Future of Customer Support


The post Why Self-Service is the Future of Customer Support appeared first on Solvvy

What is Digital Self-Service?


Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. Self-service: to meet what need? Which self-service solutions to implement?

Call Deflection strategies in the age of self-service


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. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.

How to Ace Self-service support with a Helpdesk Software


Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Self-service usage increased from 67% in 2012 to 76% in […]. The post How to Ace Self-service support with a Helpdesk Software appeared first on Ameyo.

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


We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. 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. Milestones on the road to autonomous AI self service.

The self-service guilt trip


Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”. I want to break down some of the biggest guilty thoughts you might encounter when trying to build a self-service strategy.

A smarter approach to call deflection and self-service


We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again.

5 Web Self-Service Essentials


If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Executed well, a web self-service experience can be your 24/7 customer support department. Support cost reducer. There are various ways to make your web self-service experience easier.

Delivering Innovation that Enables Successful Self-Service

Creative Virtual

What is too often missing from the emphasis on being innovative is the necessity for that innovation to be applicable to the real life needs and challenges of your company and customers. Most companies use chatbots as a way to manage customer support.

How to Set Up a Self-service Customer Support System to Improve Customer Experience

Bright Pattern

That may very well be the motto for a very large number of today’s customers. self-serviceWe want help, and we want it now.

Breathe new life into your self-service


Earlier this year, inSided was featured in Forrester’s exclusive report, “How to Modernize Digital Customer Self-Service”. In this report, a Forrester Principal Analyst takes readers through three steps to scaling and improving customer experiences for the future. We’ve put together a round-up of the main report findings, because self-service is the future, and we want to help you nail it! Why is self-service so important?

5 Customer Support Issues You Could Have Handled with Self-Service?


We talk a lot about how self-service solutions can handle routine, repetitive customer questions, and free up your agents for more complicated, high-value customer issues. Below are five examples of routine questions that the right kind of self-service solution can handle. Not only will your agents thank you (answering the same boring, basic questions isn’t exactly anyone’s idea of a rewarding job); your customers will, too.

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


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.

Customer Self-Service: How to Give Customers What They Want


Are you swamped with phone calls and support tickets? 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.

3 Ways Digital Twin Technology is Transforming Customer Support


Applying the digital twin model to the technical support domain will be truly transformative, with its ability to revolutionize the role of the on-site/field technician. Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Self-Service.

Hear from the Experts: Thoughts on the Future of AI and Visual Self Service


Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks.

What is the value of customer self-service?

ViiBE Blog

For customer service, this logic also applies. Answer a customer’s query, and you’ve solved their problem for a day. Give them the tools to solve it themselves, and you’ve solved their problems for the lifetime of the product (or service.). What is customer self-service?

How Technology Can Help Humanize Customer Support


Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Enhanced Customer Support.

What’s the Ceiling on Self-Service?


Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder.

How to Optimize Your Customer Support Strategy (Especially in Times of Crisis)


With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . In this blog post, we’ll focus on phase 4, optimizing your support strategy.

Evolving to the Next Level of Self-Service: How to Future-Proof Your Engagement Strategy


As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. In this post, we’ll focus on phase 5, evolving to the next level of self-service.

What is a Web Self-Service Portal?


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.

10 Awesome Customer Support Tips and Examples

CSM Magazine

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. 10 Awesome Customer Support Tips & Examples.

Part 2: Taking “On-hold” Out of B2B Customer Support


In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. It’s no secret that more B2B customers are using live chat than ever before.

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Five Trends Accelerating Customer Self-Service Demand


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. File a support ticket?

Empower Customers With Self–Service Blog #3

Enghouse Interactive

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.

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


This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. MWC Barcelona 2019 Self-Service Sessions not to be missed.

5 Tips to Manage Remote Customer Support Agents


A strong customer support team is integral to the success of any business. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

4 Qualities of Next-Gen Customer Self-Service


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. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy

Relay Blog

Welcome to part three of our Digital Transformation for Customer Support series! The post Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy appeared first on Relay. SupportIn case you.

5 Tips to Build a World-Class B2B Customer Support Organization


A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Know your customers.

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Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders


But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software. AI-enhanced Self-Service Examples.

Is Your Inexperienced Approach to Self-Service Driving Customers Away?

Creative Virtual

However, when it comes to areas like customer support, using a trial-and-error approach can have a devastating effect on your customer experience. And it is no secret that poor experiences can lead directly to customer churn and lost revenue. It drives your customers away.