ChurnZero

APRIL 21, 2023

Enter digital customer education. This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. Q: Have you fully transitioned from traditional (e.g., Steve: You’re not alone in this concern.

Education 52

Education Self service SaaS Enterprise 52

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. Milestones on the road to autonomous AI self service.

Self service 111

Self service Contact Center contact center workforce Banking 111

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. The same principle applies to customer education.

Education 98

Education SaaS Real estate Self service 98

TeamSupport

MARCH 6, 2020

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue.

Self service 69

Self service Education Personalization Customer Experience 69

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 79

Self service Contact Center Chatbots First call resolution 79

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. Proper messaging is invaluable in shortening the self-service journey.

Self service 58

Self service Contact Center CRM Customer Support 58

Mindtouch

OCTOBER 23, 2017

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. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. It’s here to stay, and it will get better over time. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service First call resolution 195

Uniphore

AUGUST 6, 2021

Jacada designed the Customer Assistant solution around eight of Alliander’s most common use cases that connected users with the self-service resources they needed. The post Higher Education | Agent Assist Streamlines Admissions Processing appeared first on Jacada. OUR APPROACH. Your UX Is Not the Problem. Request Demo.

Education 52

Education Interactive Voice Response Self service Contact Center 52

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

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

CCNG

SEPTEMBER 13, 2023

Alcon CS feels that associate engagement should be a higher priority than customer engagement and celebrate holidays and Customer Service Week. Alcon offers a voluntary program called Grad School for continuing education of their associates.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education and most positive action: a desire for change. The same principle applies to customer education.

Education 52

Education SaaS Real estate Self service 52

Aspect

DECEMBER 20, 2017

Thanks to continual innovations, self-service has moved beyond press 1 call routing to seamless interactions like Visual IVR, Facebook Messenger, automated chatbots and disposable web apps. And in both cases, if he was unable to resolve the issue with self-service he would be connected to live assistance.

Self service 86

Self service Interactive Voice Response Chatbots Contact Center 86

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. And, yes, educate everyone.

Journey mapping 97

Journey mapping Education Coaching Self service 97

CCNG

JANUARY 11, 2023

Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means). When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success?

Customer Service 195

Customer Service CCNG Education Self service 195

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. Often, they foresee a mountain of writing and maintenance that goes into self-service.

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

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Self service Education 195

inSided

JULY 27, 2020

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. It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools.

Education 52

Education Self service Customer Support 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. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self service 45

Self service Education Customer Support Customer Service 45

Tethr

JANUARY 19, 2023

Learn how BCU + Tethr was able to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.

First call resolution 64

First call resolution Education Self service 64

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Digitization will also speed up in Education and Healthcare. The response he received after complaining was even more disappointing.

Airlines 500

Airlines Healthcare Government Self service 500

HGS

JANUARY 25, 2021

In early 2020, just after the last trends-list cycle, the financial services client engaged HGS to help the client’s cross-functional team of approximately 20 decision-makers to: Evaluate the current state of their contact center operations. Facilitate a goals and needs analysis discussion with all key stakeholders.

Contact Center 130

Contact Center Banking Education Self service 130

Method:CRM

MARCH 13, 2023

With a customer portal, your customers can educate themselves on your product or services and self-serve. Through portals, customers have instant access to the self-service options you enable. Focus on the education of your customers with help resources like guides. Why is a self-service portal important?

Customer Experience 90

Customer Experience Self service Education Best practices 90

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. For an example of this 24/7 support in higher education, we can look to Thompson Rivers University (TRU).

Chatbots 69

Chatbots Education Self service Personalization 69

bold360 Blog

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

Customer Support 98

Customer Support Self service Wait times Engineering 98

Nicereply

APRIL 13, 2022

Self Service Apps in Customer Service. One of the best customer experiences is self-service. Customers love self-service. Self-service is the empowerment of the customers. 86% of surveyed customers acknowledge that they prefer self-service. Source: Software1top.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Comm100

FEBRUARY 13, 2023

While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT. In this blog, we’ll look at some of the benefits of ChatGPT for higher education as well as risks to be aware of. The Risks 1.

Management 78

Management Education Chatbots Self service 78

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. This word is now more important than any other word. Although not initially. Click to Tweet.

Contact Center 149

Contact Center Education Coaching Call Center 149

Creative Virtual

FEBRUARY 2, 2022

As the expectation for companies across all industries to offer digital, 24/7 support and self-service has grown, delivering a positive experience has become more challenging than ever for the insurance sector.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. 25% Lack of self-service options. Educating, engaging and empowering employees. Use Self-Service to Handle High Call Volume. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 277

Contact Center Self service Banking Airlines 277

ShepHyken

SEPTEMBER 10, 2021

Provide an omnichannel service experience. . Develop a self-service experience. Educate your customers about the new technologies so that they can easily extract value from the innovations.? . The following five-step plan will help you build a personalized customer experience: .

Customer Experience 246

Customer Experience Advertising Employee engagement Sales 246

TeamSupport

MAY 3, 2023

Ticket deflection , by definition, is the automatic process of redirecting customer inquiries to self-service tools , empowering them to solve their own problems without the assistance of a live agent. 29% of support tickets are of medium complexity , meaning the customer can solve the problem when directed to appropriate education.

Customer Support 98

Customer Support Self service Chatbots Wait times 98

NobelBiz

APRIL 2, 2024

Everything you need to know Advanced IVR Systems Interactive Voice Response (IVR) systems streamline inbound call routing by offering self-service options and directing callers to the appropriate agents or departments based on their needs. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Playvox

APRIL 21, 2023

Capacity planning, forecasting, and scheduling were all based on averages and educated guesses. Supplement Live Channels With Self-Service Increasingly, customers show an interest in helping themselves with simple issues. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Self service Contact Center Multichannel 95