SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service First call resolution 195

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Calculating knowledge management ROI. How to calculate an AI chatbot’s ROI. Estimate monthly gains. Assess costs.

Self service 116

Self service Chatbots Management B2C 116

TeamSupport

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. Self-service checklist.

Self service 98

Self service B2B Customer Support Customer centricity 98

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.

Self service 52

Self service CRM Wait times Chatbots 52

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. But for self-service to deliver real ROI you need to overcome four major challenges. But for self-service to deliver real ROI you need to overcome four major challenges.

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Self service Best practices Analytics Customer Service 125

Zappix

FEBRUARY 28, 2024

In an era of digital innovation and convenience, industries across the spectrum are witnessing a paradigm shift towards self-service solutions. As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing.

Self service 52

Self service Healthcare Benchmark Wait times 52

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service. Published on: June 01, 2022.

Self service 118

Self service Best practices Management Customer Service 118

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

Self service 110

Self service Accountability Airlines Customer Care 110

CX Global Media

AUGUST 18, 2017

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. Mobile Self-service Modernizes your WFM Click to Tweet. Manual WFM Practices. About Branch Messenger.

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Self service Contact Center Call Center contact center solutions 174

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots?

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Vistio

AUGUST 18, 2022

Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. When he’s evaluating contact center technology he’s looking for ways to boost self-service. Don’t overwhelm the agents or the managers with too much ROI talk. podcasts.

Self service 98

Self service Technology Contact Center Metrics 98

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

COPC

JULY 25, 2022

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar.

Self service 81

Self service Benchmark Chatbots Contact Center 81

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Let’s delve into the pros and cons of each to empower informed decision-making.

Self service 69

Self service Chatbots Contact Center Wait times 69

TechSee

SEPTEMBER 10, 2019

Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

Self service 116

Self service Banking Analytics Personalization 116

TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.

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Self service Metrics Contact Center Virtual Agent 146

Contact Center Pipeline

SEPTEMBER 17, 2019

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal measures of disappointment when reality falls short of promise.

Self service 113

Self service Technology APIs Analytics 113

TechSee

AUGUST 15, 2021

Product warranty management has become an area of focus for many manufacturers. The High Costs of Warranty Claim Management. When dealers are responsible for the warranty management services, the manufacturers are required to reimburse their dealers for repairs performed on equipment under warranty. Assisted Service.

Management 207

Management Self service B2B Contact Center 207

LiveVox

MARCH 2, 2022

Knowledge bases and knowledge management systems are self-service options that are a must for businesses to implement now that we’ve all grown accustomed to any and all information at our fingertips. In fact, most younger customers say they prefer to use a self-service knowledge base instead of talking to someone on the phone.

Self service 52

Self service Management Customer Experience 52

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. How can customer relationships be improved with knowledge management?

Self service 52

Self service Management Customer Service Surveys 52

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

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Self service Enterprise Customer effort B2C 95

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

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands.

Self service 79

Self service Contact Center Chatbots First call resolution 79

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Share this page on: Tweet.

Self service 63

Self service Customer Service Management 63

TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

Self service 98

Self service Customer Support Interactive Voice Response B2B 98

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

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. At the same time effective self-service benefits businesses, increasing efficiency and freeing up resources to focus on more complex, added-value interactions.

Self service 92

Self service Customer Service Management 92