5 Ways to Optimize Self-Service Practices


At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy.

Volume Reduction Is a Multichannel Opportunity

Contact Center Pipeline

Technology call center chatbots contact center IVR self-service proactive outbound text chat understaffingOur annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […].

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service

Building Brand Engagement with Multichannel Services

Brad Cleveland

Study: The Health of the Contact Center

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Multichannel Contact Centers, by the Numbers

Brad Cleveland

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels?

5 Ways to Build Customer Trust


While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. In addition, customer service hours should be accurate, and all content should be updated to reflect brand-related news. Give customers reliable self-service options. Many people like the idea of self-service, as it can save time and effort. Self-service is only favorable to customers if it makes their lives easier.

5 Key Benefits of IVR for Customer Service


While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience. As smartphone use continues to grow, it’s imperative for brands to offer mobile-optimized customer service.

How to Optimize Digital Customer Engagement


The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. For example, ask customers to use passwords to access accounts, and ensure that customer service agents do the same when using data. Enable self-service. Such information can be used to create targeted promotional offers, offer personalized video content, make product recommendations, and improve service communications.

Customer Effort: Don’t Make Your Customers Work For You


First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Be sure to streamline the service process across all channels and departments. Empower customers through self-service. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust.

The Health of the Contact Center: Are You Ready for 2019?

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Seamless customer experience is critical. But it’s not always easy.


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How to Provide Exceptional 24/7 Customer Service


According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love. Offer self-service options. Customers can save time if you offer them self-service options.

6 Tips for Creating a User-Friendly IVR System


Just as a company website may enable customers to make purchases and find answers at any hour, an IVR system needs to offer self-service benefits around the clock. Tell customers upfront if agents are unavailable at a certain hour, and offer them other self-service options. Cloud Computing Call center Chat Contact Center contact center software Customer feedback Effortless Live chat Multichannel Omnichannel Self-Service Surveys Visual IVR

How to Impress Your Customers with Proactive Service


Offering your customers quick and efficient service is likely to win their satisfaction. When your service turns proactive, satisfaction turns into awe. Here are five ways to impress your customers by giving them the service they didn’t even know they wanted. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Make your self-service spectacular.

Chatbots: The Key to Efficient Customer Service


When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. Would customers actually receive better service? And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Here are five ways in which chatbots enable efficient customer service. Simple chatbots enable self-service.

5 Ways AI Can Drive Proactive Customer Service


While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Here are five ways in which your brand may use AI to deliver proactive customer service. Use text analytics to offer superior service. You may also identify information that can be used to offer more personalized service. Make self-service more efficient.

5 Technologies That Reduce Customer Effort


Artificial intelligence enhances self-service while making customer experiences more personalized. Big data can be used in many ways to provide proactive service. Such information can help improve service practices by revealing where agents may need more training. The technologies used in modern contact centers are instrumental in delivering great customer experiences.

5 Customer Expectations Your Brand Needs to Meet


Self-service options are excellent for saving customers effort. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. If you are using chatbots to provide service, make sure that human agents work alongside them. Offering them products and services based on their preferences is one way to do so. What do customers really want?

6 Tips for Satisfying Customers on the Voice Channel


In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. You can only offer great service when you know what your customers expect from you. Digital customer service is here to stay, but no channel offers a human touch more than voice.

5 Steps for Monitoring Your Customer Service Practices


When your company defines great customer service, what are the key factors? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. Here are five steps for successful monitoring of your customer service practices that will keep your brand ahead of the game. Analyze service interactions across all channels. Analyzing your service channels may reveal areas where agents need to improve.

6 Ways to Give Digital Customer Service a Human Touch


In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual. Here are six ways to give digital customer service an authentic human touch.

How to Deliver a Better Contact Center CX


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5 Ways to Optimize the IVR Experience


Automated service empowers customers by saving them time. Here are five ways to optimize automated service with IVR menus. For example, if your company has issued a product recall or wants to promote a new service, make sure separate options are provided for quick access to such information. IVR is an essential tool for sales and customer service, giving customers access to important information at their convenience while saving them time.

5 Ways to Empower the Modern Customer


In the past, meeting customer expectations and delivering good service was sufficient enough. Self-service options are one way to achieve this, such as offering IVR menus that connect customers quickly to the most qualified agents. Likewise, brands should allow customers to return or exchange products as well as modify services in a reasonable manner.

Is Your Contact Center Enabled by AI-Based Solutions?


Imagine a world where your customers are conversing with an automated service over voice or text, as per their preference, and are provided with the answers they are seeking. Have a multichannel choice, Omnichannel experiences.

LiveVox Enhances Customer Journey with Advanced Inbound Capabilities


With each platform release, we have been striving to provide cutting-edge technologies spanning Blended Inbound, Multichannel, Self Service, Agent.

Customer Experience Management in 2019

Upstream Works

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service.

Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Customers Want Better Customer Service…or Else!

Beyond Philosophy

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. The post Customers Want Better Customer Service…or Else!

How Should Your Customer Support be in 2019?

ProProfs Blog

Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. Now that you have realized how customer service experience affects your business results, it’s time you strategize and follow these customer service trends in 2019.

Cloud Cushions the Holiday Customer Service Crush


The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. Their service levels tend to normalize during January only to spike again in February leading up to Valentine’s Day.

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

This is a typical experience as you have to tell customer service reps as your account number moments after your input into the IVR system. You should explain call center associates about failed self-service. Multichannel offers a variety of discrete communication options.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software


The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. Self Service Software. Multichannel and Omnichannel Software. Self Service Software.

CRM 75

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

This is a typical experience as you have to tell customer service reps as your account number moments after your input into the IVR system. You should explain call center associates about failed self-service. Multichannel offers a variety of discrete communication options.

The Best Advice for Contact Centers in 2018: The Experts Weigh In


We call it the ‘golden rule’ of customer service. Bill Quiseng – Customer Service Expert, Speaker and Blogger. Doing” human interactions well in an increasingly self-service world will set you apart. Customer service continues to transform before our very eyes.

Is your customer engagement digital ready?


One important insight is that multichannel engagement is inevitable. Today, more than 75 percent of Asia-Pacific customers regularly go online or try self-service channels as their first method of issue resolution.

How to Boost Customer Retention with Unified Customer Support


As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. And these moments occur across two types of channels: Self-service channels. Personal service channels.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud


In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions. OmniChannel: Distinctly Different from MultiChannel.