Mindtouch

SEPTEMBER 4, 2020

When customers engage with your company’s product documentation and self-service support knowledge, they’re doing so much more than viewing a single piece of content. What we’ve found is that self-service experiences—powered by product documentation and knowledge—are not static and they’re not just transactional.

Analytics 101

Analytics Customer Experience Self service Metrics 101

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 centricity Customer Support 98

TechSee

NOVEMBER 16, 2020

Many of these teams were created as an ad-doc response to the pandemic, but as their effectiveness became clear, these remote teams have become an integral part of the customer service organization. Successful customer service organizations avoid providing remote support in silos. 6: Encourage self-service and automation.

Self service 109

Self service Best practices Contact Center Technical Support 109

TeamSupport

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. These can include ticketing, live chat, social media, email, and other means. This can save time by deflecting the case before it is submitted and routed to a customer support agent.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

Mindtouch

DECEMBER 9, 2019

Effortless experiences for your customers and the agents helping them—that’s the idea behind MindTouch for Salesforce, our latest integration for both Service Cloud and Community Cloud. For agents, this means a fully integrated knowledge experience within the Service Cloud interface that helps reduce time to resolution.

Self service 102

Self service Engineering CRM Call Center 102

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Scripts B2B B2C 111

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. When they discover it, they can contact you via the messaging service. Customers love the service because they can speak to someone from your team using a messaging app they are familiar with. 3 Automate your service.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

Mindtouch

FEBRUARY 23, 2018

Today’s savviest businesses are embracing the importance of a self-service strategy. That, and the crucial ways self-service can impact customer support KPIs. A rock solid self-service strategy, on the other hand, can empower support agents, lower customer effort, and improve ticket deflection.

Self service 54

Self service Customer effort Engineering Chatbots 54

Netomi

AUGUST 24, 2022

For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Customer service is often viewed as a hassle – a necessary chore to check off the list when something goes wrong. What are some pros and cons of conversational ticketing?

Telecommunications 98

Telecommunications Self service Benchmark Metrics 98

Mindtouch

MAY 30, 2018

Give me any customer support team and I can guarantee that figuring out how to reduce support tickets is a top priority. That’s because high ticket volume puts a strain on support agents, frustrates customers, and can create quite the financial expense. What is ticket deflection? More than a support metric. Here’s why.

Self service 48

Self service Metrics Customer Support Customer effort 48

Nicereply

MARCH 30, 2022

Do you know 70% of customers have already decided to support a company that delivers great customer service? In this article, you will learn how to improve customer service thanks to live chat knowledge base. This helps agents resolve more tickets in less time. Being proactive in understanding your customers.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

Quiq

AUGUST 12, 2021

According to Forrester, email is the most widely used digital channel for customer service and eCommerce brands are urgently looking for solutions to mitigate rising email support tickets to avoid long wait times and dissatisfied shoppers. 3 Tactics For Reducing Email Service Volume.

Self service 52

Self service Wait times Enterprise Call Center 52

TeamSupport

OCTOBER 5, 2018

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. This is where ticket deflection and routing comes in to maximize the time and effort of your agents. Here are four ways ticket deflection and routing can help customer service teams….

Customer Service 59

Customer Service Self service Service level Management 59

Mindtouch

MARCH 7, 2018

Self-help articles. But they are often not “sticky,” and if a customer cannot easily find what they need, they will submit a support ticket and connect with a support team. This gives customers a last-ditch opportunity to see relevant articles they can use to self-help before they have to deal with a support agent.

Analytics 48

Analytics Self service Customer effort Metrics 48

Netomi

AUGUST 10, 2022

In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Deflection Rate. Deflection rate refers to the percentage of customer support requests that are resolved by AI, those that would otherwise be serviced by agents.

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

JustCall

MARCH 10, 2023

Help desks are platforms that store and organize communication details to improve support and service. Ticket organization Help desk workflow can be instrumental in managing tickets, regardless of their volume. Once tagged, the custom workflow can arrange the tickets on a rule-based system of priority.

Employee engagement 40

Employee engagement Self service Consulting Consulting 40

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Let’s take a look at how you can empower remote support heroes.

Management 116

Management Average Handle Time First call resolution Self service 116

TeamSupport

APRIL 24, 2023

Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. In fact, 49% of all tickets received by our own support team come through this channel.

Customer Experience 98

Customer Experience Chatbots B2B Customer centricity 98

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. 3 Chatbots.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

Netomi

JUNE 10, 2023

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. Zendesk Knowledge Base solutions are team publishing libraries covering recurring topics and questions on products and services. Ready for the future of AI in customer service?

Chatbots 52

Chatbots Banking Self service Engineering 52

Netomi

OCTOBER 25, 2021

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. This has a major impact on the customer service KPIs : on average, Zendesk increases customer satisfaction by 25% and agent productivity by 30% 1.

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. Which tools do agents regularly access to find information to help close tickets? Data is everywhere! But who should have access to this data, and what should it be used for?

SaaS 118

SaaS Self service CRM Feedback 118

Mindtouch

MAY 4, 2018

Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. Definition of a Web Self-Service Portal. A prominent search bar.

Self service 78

Self service Engineering CRM Customer Support 78

CSM Magazine

JUNE 17, 2021

The companies’ latest integration enables mutual clients to implement Yext’s modern AI search platform on Zendesk help centers, agent consoles, and ticket forms. By empowering customers to resolve issues on their own through search, businesses can reduce support ticket submissions and improve customer satisfaction overall.

Customer Support 52

Customer Support Enterprise Self service Technology 52

Answer Dash

NOVEMBER 8, 2018

Today’s AI has the ability to do all sorts of great things for your business, such as reduce support tickets, reduce website abandons, convert more sales and even increase CSAT scores. There are several really good AI self-service support solutions available today, and they all have different strengths and primary features.

Self service 52

Self service Customer Support Sales Technology 52

Mindtouch

MAY 17, 2018

Among the best customer service practices, ticket deflection is a mainstay. When you talk about ticket deflection, what you should be stoked about is creating product experts. Limitations to support-centric ticket deflection. Limitations to support-centric ticket deflection.

Metrics 48

Metrics Self service Engineering Customer Support 48

Netomi

AUGUST 24, 2022

For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Customer service is often viewed as a hassle – a necessary chore to check off the list when something goes wrong. How does conversational ticketing differ from conventional support?

Telecommunications 52

Telecommunications Self service Benchmark Metrics 52

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. Here are five of the winning customer service strategies every business should be using: 1. Self-service. A self-service solution is invaluable for reducing the amount of incoming tickets.

Customer Service 83

Customer Service Self service B2B Metrics 83

Quiq

AUGUST 4, 2022

Over time, people have expanded the use of the phrase to include a service desk, general customer support, and customer service teams. Keep reading to learn what they are and how you can use them to improve your customer service. Ticket volume. Ticket channel distribution. Open tickets vs. resolved tickets.

Metrics 70

Metrics Chatbots Best practices Contact Center 70

3CLogic

APRIL 17, 2023

In fact, 76% of customers say that phone is their preferred channel of communication when they have a customer service need. Interactive Voice Response (IVR) is an essential tool for CX leaders and service departments. These new technologies promise some amazing leaps forward for service delivery, such as voice-enabled self-service.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. Self-Service Metrics.

Metrics 79

Metrics Customer Service Surveys Self service 79

SmartAction

NOVEMBER 22, 2023

Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service. Higher first-call resolution Virtual agents can service customers immediately and quickly, resolving their problems without ever having to go to a live agent. Why implement Conversational IVR?

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Mindtouch

FEBRUARY 6, 2018

Customer self-service – the agent burnout antidote. This growing preference for customer self-service creates a significant opportunity to lighten the load on call centers. How then do we enable self-service by giving customers what they need to be successful? People simply do not want to call support.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

Nicereply

AUGUST 19, 2021

Articles will help deflect tickets, highlight where your customers struggle for Product, and help your Marketing team see what customers want. Simone starts our conversation by highlighting that self-service is the preferred method of support for many customers.

Management 52

Management Self service Feedback Marketing 52

CSM Magazine

FEBRUARY 21, 2022

In this article, Yasar Jameel takes an in-depth look at omnichannel customer service. Using an omnichannel approach helps eliminate gaps in customer service and enhances the quality of the service offered. All the channels are fully attached to your existing service framework.

Multichannel 52

Multichannel Self service Chatbots Customer retention 52

8x8

OCTOBER 31, 2018

If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service. We look at it (self-service) as getting an answer to customers in a better way.”

Chatbots 78

Chatbots Self service Average Handle Time Contact Center 78

CSM Magazine

SEPTEMBER 17, 2022

It communicates all your products and services to them from a single click on your website. As online sites like the Boldist explains , providing customers with inclusive self-service options on your website is critical. It’s a process that needs a careful review of the self-service prompts you present on your website.

Self service 52

Self service Chatbots Engineering Marketing 52