Fonolo

MARCH 7, 2023

That’s where self-service comes in. 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. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

TechSee

FEBRUARY 20, 2018

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. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Technical Support Contact Center 132

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 267

Customer Support Customer effort Self service Metrics 267

ShepHyken

DECEMBER 19, 2023

Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. And this part is important.

Customer centricity 219

Customer centricity Chatbots Self service Feedback 219

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

TechSee

AUGUST 6, 2020

When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 170

Customer Support Customer effort Self service Metrics 170

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service. Companies were forced to adopt technologies that they would have used eventually, but not for three to five more years.

Chatbots 426

Chatbots Surveys Self service Personalization 426

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

Solvvy

SEPTEMBER 20, 2022

Chatbots for customer service leverage a brand’s existing resources, such as a knowledge base, FAQs page, or an online resources center. However, chatbots don’t require customers to ask a question in a particular way. Customers can speak in natural language. Reduced Number of Support Tickets on Staff.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self service 52

Self service CRM virtual call center First call resolution 52

Solvvy

SEPTEMBER 25, 2019

So before signing off on new technology, follow our guidelines for understanding its true ROI. While similar analyses can be run for any type of technology, we’ll focus here on our sweet spot: customer support solutions. Consider questions such as: Are you seeing a reduction in support ticket volume?

Customer Support 48

Customer Support Technology Self service Metrics 48

ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.

Customer Service 155

Customer Service Chatbots Self service Customer Care 155

Netomi

MARCH 7, 2022

Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. Why is delivering quality customer service so essential, and how can companies begin doing so? What is customer support?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

ShepHyken

APRIL 2, 2021

When communicating with angry customers , don’t let this misconception cloud how you approach the situation. Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. Misconception #2: Customers only want self-service options. In the U.S. of all sales.

Customer Service 281

Customer Service Metrics Self service Average Handle Time 281

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116

ProProfs Blog

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. I can certainly advise how we approached our customer support.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

Fonolo

DECEMBER 15, 2022

How to Use Customer Profiles to Improve Call Center Training. Another way you can shape your ideal customer journey is to collect feedback directly from your customers. After-call surveys are a great way to achieve this. We hear a lot about reducing friction for customers in this industry.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Good customer service can prevent returns.

Surveys 107

Surveys Entertainment Education Self service 107

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. I now refer to this concept as “internal customer support.”.

Contact Center 83

Contact Center Customer Support Engineering Airlines 83

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Self service Contact Center 117

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Top companies need to be able to handle increased volumes and customer expectations with fewer resources.

Chatbots 62

Chatbots Customer Support Self service B2C 62

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Surveys 52

Surveys Customer Service Self service Chatbots 52

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. Born with a device in hand, millennials are incredibly proactive when it comes to solving their own support issues. They trust each other more than a faceless support agent or company “agenda.”.

Customer Service 249

Customer Service Self service Customer Support Scripts 249

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering.

Self service 404

Self service Consulting Consulting Surveys 404

CSM Magazine

AUGUST 25, 2021

Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience and easier access to human experts. Technology adoption is picking up speed.

Technology 52

Technology Chatbots Technical Support Government 52

TechSee

JUNE 23, 2021

Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay. The Game-changing Benefits of Remote Visual Assistance.

Self service 168

Self service Enterprise Upselling Technology 168

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Balto

NOVEMBER 29, 2022

The call center industry has evolved dramatically in recent years, particularly with pretty incredible advancements in call center technology. From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines. Customer Routing.

Call Center 52

Call Center Technology Interactive Voice Response Analytics 52

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems. The customer’s REAL problem.

B2B 80

B2B Customer Support voip Wait times 80

ShepHyken

JANUARY 14, 2022

For most of these organizations, a toll-free number or a dedicated email address is as far as customer support gets. It’s this personalization that turns a neutral customer experience into an amazing one. In fact, without it, the technology you implement will work against you. .

Banking 176

Banking Engineering Upselling Interactive Voice Response 176

ShepHyken

MAY 4, 2023

Customer service productivity is vital to meeting customers’ needs in 2023 and beyond. Not only is customer service productivity important for providing a good customer experience, it is also vital for business success.

Customer Service 156

Customer Service Metrics Self service Customer retention 156