Babelforce

JULY 15, 2021

Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? It’s not even hard to do.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

ConvergeOne

FEBRUARY 22, 2022

My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for. Does anyone read these?

Self service 97

Self service Interactive Voice Response Customer Experience Engineering 97

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 73

Cloud contact Self service Contact Center Virtual Agent 73

Netomi

MARCH 30, 2022

What is customer self-service? Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)! Why is customer self-service important?

Self service 59

Self service Chatbots Customer Service Engineering 59

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

ShepHyken

NOVEMBER 27, 2023

While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. Quotes: “Self-service unblocks customer support… and enables a better customer experience.” “The phone is not dead.

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

Contact Center Pipeline

JUNE 15, 2016

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives. An effective search […].

Self service 100

Self service Analytics Engineering Metrics 100

CCNG

MARCH 6, 2024

Analytical AI is the fuel that drives the AI engine for contact centers. How does AI transform self-service in contact centers? AI-powered self-service options like intelligent FAQs, advanced IVR systems, and AI-powered chatbots enhance customer experience and free up agents for complex issues, improving overall efficiency.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Mindtouch

MAY 4, 2018

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. Definition of a Web Self-Service Portal. So, what exactly is a web self-service portal? So, what exactly is a web self-service portal?

Self service 78

Self service Engineering CRM Customer Support 78

Mindtouch

MARCH 13, 2019

That explains why the majority of people choose self-service first. Moving through the five layers of self-service. The starting points for these customer self-service journeys are as infinite as the amount of available information. The majority of self-service experiences start with a search engine.

Self service 67

Self service Chatbots Engineering Contact Center 67

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. Harvard Business Review.

Self service 48

Self service Engineering First call resolution Contact Center 48

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. In this post: The business benefits of self-service options Do consumers want self-service options? What are the best self-service channels? And happy customers stay put! #2

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self service 59

Self service Real estate Customer Service Wireless 59

inSided

OCTOBER 2, 2019

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

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

ConvergeOne

JANUARY 23, 2024

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience.

Healthcare 92

Healthcare Engineering Self service Analytics 92

Mindtouch

APRIL 9, 2018

The value of a low-effort web self-service experience cannot be underestimated. A central part of any good self-service portal is click navigation. Another MindTouch customer, Fisher & Paykel, has also integrated a user-friendly click navigation experience into its self-service portal. Scary stuff.

Self service 48

Self service Agent burnout Engineering Customer Experience 48

Aspect

JUNE 19, 2017

Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.

Self service 62

Self service Chatbots Interactive Voice Response Engineering 62

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Sykes

JUNE 13, 2017

Self-Service: The New Battlefield. Gartner, an American research and advisory firm, has predicted that this year will be a tipping point when customer experience becomes more important to consumers than even products and services. Let’s explore four ways to produce the best self service customer experience.

Self service 40

Self service Business Process Outsourcing Engineering outsourcing 40

Vistio

NOVEMBER 19, 2021

Robotic Process Automation (RPA), chatbots, workflow engines, Natural Language Processing (NLP), and Artificial Intelligence (AI)—the list goes on. We’ve seen many contact centers add new technology to either create a better self-service customer experience or reduce costs by limiting human involvement until absolutely necessary.

Self service 52

Self service Contact Center Construction Technology 52

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Self-service platforms. Create a cohesive community where Millennials can connect and assist each other.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI This gives them advice about how to remedy the fault or direct access to an engineer or handyman to book a visit. Good for tenants and good for promoting local businesses and services. Tenants use the AI to report maintenance and repair issues via the website or app.

Self service 59

Self service Marketing Automotive Transportation 59

CX Journey

DECEMBER 2, 2014

Image courtesy of Unsplash Does self-service reduce or increase effort? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. ATMs, online flight check-in, self-checkout grocery lanes, IVRs, online FAQs and knowledgebases, and more.

Self service 67

Self service First call resolution Abandon rate Interactive Voice Response 67

Verint

MARCH 21, 2018

Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint to deliver strong AI-based self-service solutions across both voice and digital channels.

Self service 36

Self service Chatbots Enterprise Engineering 36

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. Tips for Improving CES Through Self-service.

Self service 48

Self service Customer effort Analytics Metrics 48

CCNG

NOVEMBER 16, 2022

Delivering this seamlessly for your customers also dramatically reduces costs, specifically through increased use of self-service and reduction of repeat calls and misdirects. Prioritize – In analyzing data and speaking with customer service representatives, many different areas for improvement will surface.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

CSM Magazine

JULY 22, 2022

This is where service comes in. Field service teams can use the metaverse to train engineers but also trial new parts and experiment with repair techniques. Machines and their environments can be mirrored, monitored and enhanced, giving service teams a real-time simulation and vision.

Engineering 109

Engineering Self service Government Healthcare 109

ShepHyken

MARCH 12, 2021

All communication must, instead, take place digitally––even self-service. Your leads and customers have become totally comfortable with remote buying and self-service for support requests. Ever since technology has become a part of remote selling, consumer interactions have witnessed a massive disruption.

B2B 362

B2B Journey mapping B2C Telecommunications 362

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 99

Cloud contact Chatbots Contact Center APIs 99

TechSee

MAY 11, 2023

The visual data collected is a new data source for analysis of emerging trends and details on the “what is breaking” questions from engineering and hardware partners. When you have thousands of locations and end-point equipment units, visual provides the missing data between iOT and self-reported dispositions and field tech notes.

Self service 109

Self service Engineering Customer Support Technology 109

Dialer 360

APRIL 25, 2019

Self-service meant to tell customers to perform tasks on their own without the information. Different companies are offering self-service to motivate customers to assist themselves. There are a lot of methods to optimize self-service practice. This is offering a capable search engine and web users.

Self service 25

Self service Contact Center Interactive Voice Response Call Center 25

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. CXP 20 includes a modernization of self-service solutions by enabling voicebots on the platform.

Self service 118

Self service APIs Chatbots Engineering 118