Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Multi-channel support 50

Multi-channel support Self service Customer Support Sales 50

Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Multi-channel support 48

Multi-channel support Self service Customer Support Sales 48

Brad Cleveland Blog

FEBRUARY 1, 2017

The post Encouraging Customers to Use Self-Service appeared first on Brad Cleveland.

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Self service Multi-channel support Contact Center Call Center 26

Wowdesk Blog

JUNE 17, 2020

To avoid such situations companies must adopt a smart Zendesk alternative – true multi-channel customer service strategy. . How to Get Started with Multi-channel Support . Instead of contacting support, they can go for a self-service option. . It’s all about the choice of system .

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Multi-channel support Self service CRM Customer Support 84

Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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Self service Contact Center Multi-channel support Call Center 26

Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

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Self service Multi-channel support Multichannel Contact Center 26

Brad Cleveland Blog

SEPTEMBER 21, 2016

For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in … Continue reading → The post The Contact Center’s Role in Building Self-Service Channels appeared first on Brad Cleveland.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Global Response

MARCH 27, 2023

Offer self-service options What’s easier and more effortless for customers than being able to get the answers they need anytime? Nothing, of course, and that’s why self-service is quickly becoming more and more important for customer service.

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Customer Service outsourcing Self service Multi-channel support 62

Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Mindtouch

AUGUST 27, 2018

Driving Engagement with Self-Service Support Content. So, what is customer engagement, and how can support functions go about owning customer interactions across the board? As you’ll notice in the strategies below, web self-service content can help fuel these efforts. Embrace omnichannel support.

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Self service B2C B2B Multi-channel support 48

HGS

MAY 27, 2015

Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. At the same time, complex services requiring that “all-important human touch” will be delivered via voice by specially trained customer service advisors.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Self service 25

Self service Contact Center Multi-channel support Call Center 25

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Self service 23

Self service Contact Center Multi-channel support Call Center 23

Kayako

OCTOBER 24, 2018

Multi-channel support to meet customers where they are. One of the biggest shifts in customer support recently is the growth of channels where customers can access (and expect to find) support. Do-it-yourself support. Scalable customer support that grows with your team.

Multi-channel support 49

Multi-channel support Self service Customer Support Enterprise 49

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

CustomerSuccessBox

JUNE 20, 2022

They also provide an easy way to share content and solicit customer feedback in a much more scalable way and introduce what is often the first real opportunity customers have at self-service and learning from their peers. Also referred to as the Multi-channel support, Success CRM, and Adoption Tool Phase.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self service Multi-channel support Contact Center Call Center 23

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 15, 2015

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Self service Multi-channel support Multichannel Contact Center 24

Brad Cleveland Blog

DECEMBER 15, 2015

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Self service Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

SEPTEMBER 24, 2014

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Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

SEPTEMBER 24, 2014

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Self service Multi-channel support Contact Center Call Center 20

SmartKarrot

JANUARY 21, 2022

Provide self-service alternatives . Everyone loves self-serve options. One of the greatest customer service tips is ensuring customers have self-service options in the product and its usage. Multi-channel customer support is the future . Multi-channel support is thus required.

Customer Service 10

Customer Service Multi-channel support Interactive Voice Response SaaS 10

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.

Customer Service 26

Customer Service Self service CRM Contact Center 26

ProProfs Blog

JANUARY 29, 2020

.’ What it means is that your clients can make use of more than one communication channel to reach out to your business with their questions or queries. But why does this multi-channel customer experience matter so much? One way of doing this is by offering customers a multi-channel support system.

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Multi-channel support Customer Service Customer Support Self service 148

OctopusTech

APRIL 25, 2019

On the other hand, the software support self-service options by creating knowledge bases and portals so that your customers can access the information without getting in touch with an agent. Salesforce Essential offers an affordable subscription package that can support up to 10 users. Multi-Channel Support.

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Customer Support Gamification Multi-channel support Self service 90

Hodusoft

JANUARY 1, 2024

There has been a rise in the demand for self-service options, catering to customer preferences. Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. These channels generally include phone, chat, email, and social media.

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Contact center software Banking Contact Center Finance 52

Hodusoft

AUGUST 9, 2023

Here’s where multi-tenant contact center software can come in handy. For instance, IVR will provide callers with a wide range of options ranging from the language they speak to the department they want to speak to, and the problems they have with the product or service.

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Contact center software Contact Center Customer Service Agent burnout 52

Inbenta

FEBRUARY 9, 2021

Multi-channel support: ability to manage requests coming from different sources. Workflow automation: the means to automate customer service processes. Giving the client the option to use a self-service solution and/or be personally guided by the support team is the best way to satisfy everyone’s needs.

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Multi-channel support Multichannel Chatbots Self service 52

Blueship Call Center

JUNE 30, 2021

Improved voice-recognition in IVR tech allows for self-service. Multi-Channel Support. Complement your voice-based services with text-based services such as Live Chat , email support and social media support; and you are surely going to get into the good books of your customers.

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outsourcing Call Center Multi-channel support Healthcare 40

JivoChat

NOVEMBER 29, 2021

The ManageEngine Service Desk is a help desk software built for IT teams, aiding to deal with issues in this area, and ensuring you can provide the solutions your customers need. Through the platform, you can offer multi-channel support to end-users to manage and track all incidents. Self-service portal.

Multi-channel support 52

Multi-channel support CRM Multichannel Metrics 52

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers.

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Multi-channel support Self service Contact Center Call Center 26

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.

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Omni-channel support Customer Service Customer Experience Self service 38

Brad Cleveland Blog

OCTOBER 25, 2016

The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.

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Multichannel Multi-channel support Self service Call Center 26