IVAs: Self-Service Solutions that Work

DMG Consulting

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice. The post IVAs: Self-Service Solutions that Work appeared first on DMG Consulting.

The Truth Behind Why Your Customers Prefer Self-Service Support


As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. But if we dig into why your customers prefer self-service, it might have you rethinking why and how you offer your customers self-service. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Delivering Self-Service During the COVID-19 Uncertainty, Part 3: Supporting Employees

Creative Virtual

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

The 6 key challenges to successful self-service – and how to overcome them


Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. No wonder that both consumers and companies are turning to online self-service systems. Self-service also brings efficiency savings to brands - the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and over $13 for a B2B company. 5 ways to get your email customer service ready for 2018.

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm


Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment.

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices


Early adopters of smart home products tended to be DIY-ers or highly technical and were able to self-onboard with ease. According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Enter AI-powered self-service solutions for smart home IoT onboarding.

Smart Home Experience should be Simpler – Consumer Survey


The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. Consumers’ growing demand for visual self-service. Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation.

Smart Home Market Analysis – Expectations vs. Reality


As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

7 Great Examples of Help Centers We Love


The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. There is a growing recognition of the important role that tech support has to play with regards to large tech companies and service providers. Companies are finally giving customers what they really want: fast, accessible self-service.

Head to the Big D May 14-17 for the Verint Engage Customer Conference


This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

Customer Service in the Time of COVID-19


This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. That includes how we interact in the realm of customer service. Now is the time to double down on self-service.

The Iceberg Theory of Help Content


It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. So, what the heck does the Hemingway iceberg theory have to do with help content and customer self-service? A quick Google search tells us that the purpose of content marketing is to provide value to the customers, rather than entertain. Knowledge Management Content Strategy Customer Success Documentation Self-Service

5 Top Customer Service Articles For the Week of January 20, 2020


Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Interview with Shep Hyken about The Convenience Revolution

Toister Performance Solutions

NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week. The book focuses on the next wave of service—making it easier for customers to do business with you. The best part is it contains practical ideas that can allow businesses of any size to out-service the competition. Shep's always an entertaining interview, and he shared lots of great examples and ideas.

The Central Role of Computer Vision in Multiexperience


Imagine shopping for window treatments by showing your living room to a remote sales representative who can then show you samples that suit your décor and light, or shopping for a new entertainment center by showing your den to a rep who can suggest the models that would best fit your space.

How to Make Your Customer Experience Convenient

Beyond Philosophy

We discussed these six areas for making your experience convenient with Shep Hyken, customer service and experience expert in our recent podcast. Institute self-service: There are times when you just want to do it yourself. Panera does a great job of this with their self-service ordering and expediting systems where they bring it to the table. However, with apps and subscriptions and online services, distribution matters a lot.

What Makes A Cloud Contact Center The Customer Experience Optimizer?


Businesses that used to invest heavily in their own IT infrastructure are increasingly switching to remote cloud services. It’s a win-win for everyone involved – companies providing cloud services are booming and businesses using their services are making enormous savings on operational costs.

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue


Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes.

3 ways to transform banking through automation


Welcome to open banking Accenture projects open banking-related services already account for 7% of total banking revenue in 2020. Many industry executives already look at open banking as an accelerating trend in financial services.

Guest Post: 4 Ways Media Companies Can Keep Subscribers Engaged

Shep Hyken

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. There’s a tremendous opportunity for subscription services to deliver better experiences for their customers.

How Computer Vision Applications are Changing the World


When a customer reaches out to a company with a technical or service issue, Computer Vision can effectively route the case to the relevant agent, and help the employee diagnose and resolve the problem much faster than if they were relying on voice or text alone. Remote Visual Assistance & Self-Service. To handle rapidly rising call volumes, companies will therefore have to deliver new levels of self-service, one of the most exciting emerging Computer Vision applications.

SmartAction Announces Gary Davis as Chief Executive Officer


SmartAction announces the promotion of Gary Davis from President to Chief Executive Officer to accelerate its vision to make life less hard for contact center leaders with conversational AI that’s painless to deploy and frictionless to self-serve. .

Websites lead the way for UK customer service


Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. The difference in performance within individual sectors is also worth highlighting – one entertainment retailer scored 100% and another 5% (failing to fully answer any questions at all).

How Positive Emotions Keep Customers Coming Back

NICE inContact

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact.

5 Top Customer Service Articles of the Week 7-12-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. I love the very entertaining story that sets up the main point of the article.

2021: The Year of the Contact Center

DMG Consulting

The world has changed in the past year, in many cases for the better, and so must businesses and their service organizations. Everything that could go virtual did, and the businesses that had this option were the lucky ones, unlike some of their peers in the entertainment and retail world. .

Automating Informational Calls with a Conversational IVR


Many companies are being inundated with calls about their company's services and operations during the COVID-19/Coronavirus outbreak. The travel and entertainment industries are one such example, where customers may be calling to ask questions about cancellation policies and procedures. Despite your company's best effort to handle these questions on you website or through self-service channels like a chatbot, many customers will still pick-up the phone and call.

The Top 15 Magical Moments from Opentalk18


These products include: -Talkdesk Omnichannel. -Talkdesk Mobile. -Talkdesk Self-Service SDK. -Talkdesk Studio. -Talkdesk Live. -Talkdesk Explore. -Talkdesk Benchmark. David Garibaldi – At the end of Opentalk18 Day 1, we were all ready to kick back and enjoy some (non-CX-related) entertainment.

Vital CX lessons from 3 Fortune 500 companies


Observing how the biggest companies in the world provide customer service can help your business reach new heights. Here's a closer look at how three Fortune 500 companies approach customer service and the vital lessons you can learn. In under 20 years, Netflix has grown from a DVD rental service to one of the biggest creators and distributors of TV and film on the planet with over 100 million subscribers. How Netflix approaches customer service.

What is Customer Experience Transformation?

The Petrova Experience

Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. It may be hard for an old, established bank to face the shift towards the self-service digitally enabled movement of money.

5 Reasons Not To Ignore the Rants of Your Call Center Agents


Do you listen to your customer service employees? So, we had to make their rants more entertaining. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. You listen to your customers on social media.

How to Make Your Customer Experience Convenient

Beyond Philosophy

We discussed these six areas for making your experience convenient with Shep Hyken, customer service and experience expert in our recent podcast. Institute self-service: There are times when you just want to do it yourself. Panera does a great job of this with their self-service ordering and expediting systems where they bring it to the table. However, with apps and subscriptions and online services, distribution matters a lot.

Brouhaha in Broadcasting: The Cable Digital Transformation


No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV.

How to Migrate from an On-premise Call Center Solution to a Cloud one


After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months.

Make QA Matter: Introducing Tethr’s Agent Impact Score (AIS)


Most CX and customer service leaders I talk to believe quality assurance (QA) in their organizations is a broken process in need of “modernization.” Are you entertaining a broken system?

Transform Into a Modern Contact Center: The 7 Best Practices for Callback


While callback provides an instant CX improvement by giving callers a way to avoid the queue, it also enhances the performance of additional technologies you might incorporate in the future, including omni-channel service, intelligent routing and artificial intelligence (AI). Here are 7 ways to use callback on its own or in combination with modern applications for a state-of-the-art center: Omni-channel Service.

What is Customer Experience Strategy?

The Petrova Experience

If this same airline invested in inflight entertainment systems and bag drop experience instead of operational reliability (being on time; taking off) the ROI of that investment would be poor. On those flights, the entertainment system is NOT one of the major customer needs.

Website findability: How autocomplete and semantic search affect the customer experience  


are great entertainment if you’re not in a rush or are in the mood for some free laughs. It’s also not a positive for your business, as every call or email into your support center costs time and money that could otherwise be avoided with stronger self-service tools.

Four steps for improving insurance policyholder customer experience


Whether it's offering paperless billing, online self-service tools to make or request updates, or enabling policyholders to complete a full claims cycle on their mobile app, every touchpoint in the customer lifecycle is an opportunity to proactively engage with customers.

17 Surprising Stats About Call Centers


With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. VPs & Directors of Customer Service.