Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

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

Mobile Self-service Modernizes Your WFM

Call Center Coach

Mobile Self-service Modernizes your WFM Click to Tweet. I was able to rapidly see the benefit of using the rapid response of mobile self-service in WFM exception processing (and more) when I met Taylor Pack from Branch Messenger at Call Center Week.

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

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

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.

Self Service Should Never Mean Solo Service

Customers That Stick

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor.

CXP 17: Leveraging Natural Language Understanding for Self-Service Chatbots


Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.

The Case for Self-Service: Your Customers Don’t Want to Talk to You


In fact, soon to be released research conducted by Aspect found that only 29% of millennials prefer to talk on the phone for customer service. And in both cases, if he was unable to resolve the issue with self-service he would be connected to live assistance.

Is Self-Service Good for Your Business?

CX Journey

Image courtesy of Unsplash Does self-service reduce or increase effort? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. How does self-service help the business?

Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale? Late last week, […]. Communication Customer Experience Technology

The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

For People on the Verge of Tripping on the self-service Line

Customer Relationship Metrics

Is it possible for self-service to trip up your customer experience? As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry. Stop people, send them to self-service.

How self-service technology is changing the contact center job landscape

Ian Jacobs

She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." They use knowledgebases, FAQs, mobile customer self-service, chatbots, and peer-to-peer communities in increasing numbers.

Helping Customers Serve Themselves

Brad Cleveland

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application.

Building Brand Engagement with Multichannel Services

Brad Cleveland

Driving Margins by Minimizing Contact Center Costs

Contact Center Pipeline

Cost Management call center contact center cost management cost model self-service technology WFM workforce managementUnderstanding your contact center costs is vital to successful management and administration of your center.

IVAs Can Remake the Self-Service Landscape


IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

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?

Celebrate International Coffee Day with Us and Perk Up Your CX


English/US IVR Self-Service coffee break customer experience CX self-service text2IVR web seriesDid you know that today is International Coffee Day? Add some pep to your step (and your IVR) with our new Coffee Break web series, Modern IVR: Perk Up Your CX.

What Do Consumers Expect from Your Chatbot?


Looks matter: It might seem superficial but apparently looks matter when it comes to picking a customer service representative. English/US ITR/Chatbots Self-Service Artificial Intelligence chatbots contact center customers

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.

How We Built the Wine Bot Margot for Lidl


our experience in building and hosting enterprise-grade, transactional customer self-service solutions that integrate into the larger marketing and contact center ecosystem of a multi-national corporation, including the ability to expand into eCommerce.

Burgers + Bots = Engaged Employees


In an environment where customers want a fast, familiar meal, the introduction of self-service kiosks promises to expedite the ordering and payment process. He has said the self-order kiosks are not a labor replacement.

5 Common IVR Complaints Killing Your CX


Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. It cuts call center costs, improves self-service and provides valuable data about each and every call.

Neue Wege zum Vertragsabschluss – Energieversorger testet individualisierte mobile Self-Services


Als Partner hat man sich für den Service- und Beratungsspezialist Teleconnect & Service (T&S) entschieden, der sich im Bereich Self-Service auf die Omni-Channel Plattform Aspect® CXP™ des Lösungsanbieters Aspect Software spezialisiert hat. In enger Zusammenarbeit mit den internen Fach- und Rechtsabteilungen des Energieversorgers hat T&S erste mobile Self-Services für die Kundenrückgewinnung und die Neukundengewinnung entwickelt.

Reduce Customer Frustration with Context Cookies


When a customer moves between channels or from self-service to agent-assisted, including the context behind what they’re trying to be accomplished allows the customer to continue seamlessly without the need to repeat themselves.

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.

Apple Business Chat – A Contact Center Perspective


A week ago , I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. That is certainly a huge catalyst for not only customer service use cases, but also eCommerce.

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.

How The General Meets the Needs of Their Customers Using Aspect CXP


The General recognized that customers want to manage tasks on their own — without talking to an agent — and saw an opportunity for additional self-service tools beyond the website. English/US Innovations/Technology IVR Self-Service case study CXP interactive voice response The General

Chatbots—Just What the Doctor Ordered


English/US Healthcare Self-Service automation chatbot chatbots healthcare self-serviceEarlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker.

Get It Right with Mobile Apps

Brad Cleveland

Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Ten Crimes Against the Customer


7. Not Giving Them Opportunity to Solve Issues on Their Own – Self-service options for customer service are becoming the norm. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Sales 43

How Modern Family Shows the Value of Modern IVR


While we don’t hear the other end of the line, it is obvious that Claire is not getting what she needs and she gets caught in a self-service tail spin that forces her to ask for live agent assistance. Customer Experience Modern Family modern ivr self-service

Customers Are Willing to Pay a Lot More for a Better Customer Service Experience, if They Get to Tell You Exactly What That Is


The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first. And people say voice in customer service is on the decline?

How Much Can Chatbots Save Your Contact Center?


But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget. Fortunately, chatbots are capable of resolving a wide variety of service inquiries, reducing volume for your agents. Chatbots aren’t just for customer service.

Four Keys to Retaining Millennial Customers

Brad Cleveland

The article focuses on the financial services industry, but the principles apply to many other industries. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus international

Putting the Service Back into Self-service

Bright Pattern

Self-service is often the most efficient channel for the customer to get quick and easy answers to the most common and obvious questions. And because there is no agent involved, it’s the cheapest way for the company to provide quick customer service

27 Stats That Show What Consumers Expect from Brand Communication


Connected Customer Experience Interactive Services brand communication consumer survey cross-channel communications cross-industry customer segmentation customer self-service CX multi-channel omnichannel proactive communications whitepaper