Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights! says Sheri.

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Self service Contact Center Chatbots Consulting 142

TeamSupport

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. TeamSupport’s robust self-service capabilities empower customers to do just that, and reduce the workload on your agents.

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Self service Customer Support Technology Metrics 52

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Self service Virtual Agent Customer centricity Chatbots 109

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Would I market that Amazon experience as personalized? engagement with the customer. Absolutely! Absolutely!

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Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

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Self service Surveys Customer Support Customer Service 105

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.

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Self service Accountability Airlines Customer Care 110

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?

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Self service Chatbots Engineering Customer Support 98

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.

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Self service Banking Analytics Personalization 116

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

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Self service Management Coaching Contact Center 85

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.

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Self service Chatbots Contact Center Wait times 69

Calltools

SEPTEMBER 6, 2023

Most customers prefer talking to a person on the phone to receive customer service. However, there are others who would rather find the answers they need without connecting to a live person. Utilizing self-service options can help save your agents’ time and provide a better experience for your customers.

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Self service Interactive Voice Response Customer Experience Chatbots 52

Contact Center Pipeline

MARCH 7, 2019

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […].

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Self service Contact Center Personalization Customer Experience 145

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.

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Self service Benchmark Chatbots Contact Center 81

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?

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Self service Interactive Voice Response Chatbots Benchmark 85

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

HelpCrunch

DECEMBER 7, 2021

Initially, personal customer service used to be pervasive at every step of the buyer’s journey. The post Web Self Service is Here to Make Your Support a Cakewalk appeared first on HelpCrunch blog. It was perceived as the norm that outside business hours, clients were deprived of any way to ask a question. [ … ].

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Self service Personalization Customer Service 118

Myra Golden Media

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead. Introduce Self-Service.

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Self service Customer Experience Personalization Customer Service 166

Mindtouch

FEBRUARY 5, 2018

At a high level, a personalized experience is about giving customers what they want. And when it comes to support, 71% of consumers want the ability to solve customer service issues on their own. They expect support content relevant to their product, service, problem, or question. Personalized Content, Diversified Outcomes.

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Self service Personalization Accountability Marketing 63

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 Multichannel 95

ConvergeOne

FEBRUARY 22, 2022

My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for. Does anyone read these?

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Self service Customer Experience Interactive Voice Response Engineering 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.

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Self service Metrics Chatbots Benchmark 99

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.

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Self service Contact Center Interactive Voice Response Banking 52

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

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Self service Chatbots Contact Center Wait times 86

Nuance

MARCH 14, 2022

And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. It’s been widely noted that the COVID-19 pandemic has accelerated a shift toward digital self-service that was already beginning to pick up pace. [.]

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Self service Personalization Customer Experience Enterprise 81

Interactions

JUNE 10, 2022

Customers are busy and self-service provides a fast and efficient way for them to get things done. Not having to speak/type to a live person. Efficiency and convenience are top themes in the self-service equation. Here’s what we found: What consumers want in a conversational self-service system.

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Self service Call flow Virtual Agent Surveys 62

Talkdesk

OCTOBER 21, 2020

Most customers (69%) across all age groups want to contact a business via SMS, while even more (83%) want to learn about a product or service through their favorite messaging channels. Personalization and modernization are two of the biggest trends currently driving customer experience (CX).

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Self service Contact Center Call Center Customer Support 107

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

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Self service Virtual Agent Chatbots Technology 59

Call Center Weekly

APRIL 1, 2019

With self-service solutions. What does “self-service solutions” mean? I can guarantee you there is at least one person in your organization who would jump at the chance to see how the magic happens with speech analytics. So how do you reduce this?

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Self service Analytics First call resolution Consulting 127

JustCall

MARCH 10, 2023

In this guide, we will look at how you can improve your self service customer service and leverage its holistic benefits (for the customer and the business). Chatbots and virtual assistants are being used to provide personalized and responsive customer support, including 24/7 assistance, in a cost-effective manner.

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Self service Customer Service Chatbots Feedback 40

VocalCom

OCTOBER 24, 2017

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. Integrate self-service with your omnichannel strategy.

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Self service Interactive Voice Response Contact center software Banking 91