InGenius

JULY 27, 2017

Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone. We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry.

Contact Center 48

Contact Center Education Self service CRM 48

Fonolo

AUGUST 29, 2018

Doing” human interactions well in an increasingly self-service world will set you apart. Mercedes Benz USA , for example, began taking this approach in their Customer Assistance Centers, enabling call center reps to balance standard operating procedure with information about the customers they assist. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

MARCH 31, 2018

A great example of a positive customer service experience reaching a broad audience is the story of Joshie , a beloved stuffed animal that a young guest left at the Ritz-Carlton Amelia Island. One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar.

Marketing 218

Marketing Customer Service Airlines Self service 218

teleopti

APRIL 30, 2019

For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Fonolo

APRIL 24, 2018

Compare, for example with State of Customer Care report we covered here. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. It’s reasonable to assume that improving self-service will decrease the need for agents, but the relationship is more complicated.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Connecting the Dots

FEBRUARY 9, 2021

An Example Of a Good and a Bad Customer Onboarding Experience. Flag customers that need onboarding or education; Motivate (via scaring, bribing or humoring ) those customers to get educated; Provide basic education on product use and how to avoid problems; Guide customers to self-service tools; Educate on advanced features; and.

Education 62

Education Self service Consulting Consulting 62

Fonolo

JUNE 5, 2018

For example, we can see Net Promoter Score is now quite low, as we discussed in the last question. So if one imagines a “fixed pie” of all customer service interactions, then the slice of that pie occupied by voice is getting smaller. Another argument is that self-service options are getting better and better.

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Monet Software

DECEMBER 19, 2019

Here are just three examples of where workforce management software really shines. #1 A product launch, for example, can lead to longer call times, as customers rely on agents to supply information, answer questions and offer recommendations. Some things just don’t reduce to a line item in Excel. 1 Call Volume Forecasting.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

Connecting the Dots

JUNE 16, 2021

An Example of a Totally Bad Experience with a Customer Onboarding Process. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. What Can We Conclude From These Examples of a Customer Onboarding Process?

Education 62

Education Self service Consulting Consulting 62

TechSee

MARCH 19, 2018

In addition, the computer can recognize objects found in a live customer environment; for example, in a variety of backgrounds, positions, angles or lighting. Computer vision can be utilized to perform as a Virtual Assistant for customer service agents, delivering effective decision support during the agent-customer interaction.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Simply put, listening is the foundation for understanding, which should lead to action.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Eptica

FEBRUARY 28, 2018

While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

Fonolo

APRIL 24, 2018

Compare, for example with State of Customer Care report we covered here. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. It’s reasonable to assume that improving self-service will decrease the need for agents, but the relationship is more complicated.

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Calabrio

JULY 29, 2016

Evaluating your agents’ longest or shortest calls, for example, can be useful in identifying service outliers and opportunities to coach agent behavior. With the rise of omnichannel and self-service options for customers, First Contact Resolution (FCR) has become harder to measure. Identify ways to reduce repeat contacts.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Serenova

DECEMBER 13, 2019

Because of improved self-service, customers often resort to calling the contact center only when they have complicated issues or have been frustrated by other channels. For example, embed your contact center solution in the agent’s CRM interface so they have access to customer and interaction history in one place.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Fonolo

AUGUST 21, 2018

For example, they’ve emphasized that Business Chat is about human-to-human communication and not about “bots” (a contrast with Facebook Messenger, where its role as a bot platform received a huge amount of attention, followed by a backlash.) For more on this tension, check out What’s the Ceiling on Self-Service? ).

Customer Service 52

Customer Service Call Center Self service Personalization 52

Uniphore

NOVEMBER 19, 2021

In many cases, customers can then complete payment(s) through AI-powered self-service. For example, the platform can coach agents with appropriate rebuttals to customer objections or suggest language to help steer the conversation away from partial payment or settlement discussions.

Coaching 52

Coaching Interactive Voice Response Self service 52

Mindtouch

FEBRUARY 16, 2017

It may be that with things like convenience, proximity, ease, and speed dictating buyers’ choices there is no need to go to Macy’s, but IKEA in fact is one example of a success story in foot traffic. This is one example of a retailer fighting for the customer relationship. Another example is the “store within a store.”

Real estate 48

Real estate Big data Upselling Self service 48

Fonolo

JANUARY 14, 2020

Top Pick: Customer self-service and the role of cloud contact centers. Their blog, which is updated regularly, aims to educate the customer service community on the latest trends in CX. They also cover real-life examples of how their customers use th e software and analytics to improve their business results.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Comm100

JUNE 7, 2016

For example, if a customer finds out that they have been shopping at your store for years without receiving a loyalty card, she may be personally offended and decide not to come back. Offer Comprehensive Self-Service Options. Download this white paper to learn how to deal with and follow up on difficult customers.

Self service 41

Self service Customer centricity Sales Feedback 41

Comm100

MAY 13, 2016

For example, if your demanding customer asks you to hurry up with a response, tell them you will have to transfer them to a specialist that can expedite the process (or that you will have to review their transaction history). Then give her examples of what other customers have chosen based off of their own specific needs.

Self service 41

Self service Surveys Customer Service Feedback 41

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

Self service 118

Self service Best practices Customer Support Chatbots 118

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. As an example, consider your various “IRL” relationships.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. As an example, consider your various “IRL” relationships.

Personalization 52

Personalization Customer Service B2B SaaS 52

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Fonolo

FEBRUARY 7, 2013

Here’s an example of hold time frustration being shared on Twitter: How long are your customers waiting in the queue before their questions are addressed? One AT&T customer actually waited for over an hour – a perfect example of appalling phone support. Poor self-service options or alternative support channels.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

teleopti

SEPTEMBER 18, 2019

Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Building an organization that is fuelled by customer service makes sound business sense. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). They’re still learning how to staff for chat, texts, Facebook and Twitter interactions.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. Welcome to the All New Webex.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Totango

SEPTEMBER 22, 2022

Customizing customer service. For example, SaaS management tools, SaaS testing tools for IT teams, and SaaS security tools. Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Software integrations. Payment processing.

SaaS 71

SaaS CRM Advertising Analytics 71

SmartKarrot

APRIL 27, 2021

A knowledge base is a self-service customer success library that renders all the information about a particular product, feature, topic, or FAQ (Frequently Asked Questions) in general. Aside from being a reservoir of help center articles, it also caters to user forums, white papers, video tutorials, glossaries, and how-to blogs.

Self service 10

Self service Education SaaS Customer Service 10

ChurnZero

SEPTEMBER 30, 2021

Q: What are examples of low-touch versus high-touch strategies? It is an opportunity for you to engage with the client in a way that they want to engage with your product, and that’s more self-service. A high-touch experience may require, for example, that they designate someone to get training or certification.

Sales 52

Sales Education CRM Metrics 52

Transparent BPO

DECEMBER 3, 2019

TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Will it replace the need for human agents or merely change the dynamic as it relates to service delivery? For every poor example of implementation, there have been four or five great examples.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Comm100

FEBRUARY 7, 2018

For example, with UserVoice.). Will the vendor provide instant support for urgent issues, for example by phone or live chat instead of email or ticketing? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

CRM 41

CRM Multichannel Marketing Accountability 41