Self Service Metrics to Help Evaluate Performance


According to research, the most important attribute of customer service is fast response time. In order to get solutions quickly, customers prefer the self service options businesses now provide. Self-service tools can include websites, chatbots, SMS, and IVR.

Take Self-Service Up Another Notch

Contact Center Pipeline

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Self-Service AI analytics API application programming interfaces artificial intelligence biometrics bots call center contact center Knowledge Management natural language technology optimizationOver the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal measures of disappointment when reality falls short of promise.


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Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […]. Self-Service assisted service call center contact center CSRPA Customer Service Robotic Process Automation self-service VCAs virtual customer assistants

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.

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. For customers, it means interacting with brands via self- service tools, text and web chat. new service options were designed to help. customers receive better, faster service.

Customer Self Service – What the Future Holds


More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. 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. The tech behind the customer self service revolution.


Delivering Innovation that Enables Successful Self-Service

Creative Virtual

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. When a customer searches through FAQs, follows a video tutorial, asks a question on a user forum and still does not have a satisfactory answer to their question, resulting in a call to customer service, is that resolution considered a first contact resolution (FCR)? New Self Service KPI Metrics.

Five Critical KPIs When Considering Self-Service


Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience.

5 Steps Toward a Successful Self-Service Strategy


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. The pilot required them to download an app, self-scan items as they shopped and then show proof of payment before exiting the store.

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. For customers, it means interacting with brands via self- service tools, text and web chat. new service options were designed to help. customers receive better, faster service.


Self-Service as a Customer-Satisfying Experience

Contact Center Pipeline

Companies can reduce costs by addressing those needs, partially if not wholly, with self-service technology. Above the obvious bottomline impact, self-service can be a customer-satisfying strategy. Self-Service call center contact center IVR mobile apps proactive outbound communication self-service self-service technology web self-service

Serve Yourself! Self-Service Tips in the Digital Age


Self-Service Tips in the Digital Age. Self service CX initiatives DIYServe Yourself!

What is Digital Self-Service?


Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. Self-service: to meet what need? The implementation of one or more self-service solutions becomes relevant when a client service department is facing numerous online requests, to the point where it’s humanly difficult, if not impossible, to manage these.

Call Deflection strategies in the age of self-service


Call deflection is the process of routing a customer enquiry to an alternative service channel. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He calls, waits on hold for a few minutes and then a Customer Service agent walks him through the steps until he has the system programmed exactly as he wants it.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

Overcoming customer self-service obstacles

TELUS International

Customer Service Channels

Self-Service in the age of AI

Taylor Reach Group

Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all have experience with people shouting “AGENT” into their phones when self-service fails. With proper planning and discipline, you can deliver effective self-service.

Top 5 tips for self service in banking


Top 5 tips for self service in banking. Self service

The Shocking Truth About Self Service

Steve DiGioia

when self-serve stations are no help at all This original article was written by Steve DiGioia. So why don’t self service stations work as intended? If we are to believe that installing self serve check-out counters are in our best interest, why not install more and really do away with the live cashier altogether? Two lanes with a person and 2 lanes each with 4 self checkout terminals. Customer service at its best, huh?

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. To find out more about how Taylor Reach can help your company with AI and Self-Service in the call center, CLICK HERE to schedule a free consultation. By Colin Taylor.

Use web self service software to help your customers be self dependent


Use web self service software to help your customers be self dependent. Self service Self-Service

Empower Customers With Self–Service Blog #1

Enghouse Interactive

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success.

A smarter approach to call deflection and self-service


Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider. This, combined with uncertainty brought by COVID-19, means that the need to reduce operational costs while maintaining superior customer service has never been bigger.

The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Get Excited About Self-Service

Strategic Contact

If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). Read More » Self-ServiceThere has been so much promise and hype tempered by an equal measure of disappointment. To tip the scales in favor of excitement, here’s my list of game-changers that can transform a lackluster SS.

Self-service: a Key to Reducing Dissatisfaction in Customer Relations


Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution. Whether through an intelligent FAQ or a bot, these self-service solutions will first of all allow you to provide the desired autonomy to your web visitors, and by side effect reduce the number of incoming contacts to your customer service.

Empower Customers With Self-Service Blog #2

Enghouse Interactive

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

5 key self-service metrics to watch for reducing costs


With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Top 10 benefits of self-service and knowledge management


Top 10 benefits of self-service and knowledge management. Self service

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. In some cases, I would argue that self service is the best service. Even those who want self-service, often change their tune quickly when the technology does not perform as expected.

New Report: The Power of Self-Service and System Integration


The post New Report: The Power of Self-Service and System Integration appeared first on Livevox.

Empower Customers with Mobile Self-Service

Contact Center Pipeline

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of smartphones has added another dimension to customer expectations for self-service. Self-Service call center contact center customer experience mobile customer service self-service

Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

The self-service guilt trip


Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”. I want to break down some of the biggest guilty thoughts you might encounter when trying to build a self-service strategy.

Evolving to the Next Level of Self-Service: How to Future-Proof Your Engagement Strategy


The playbook describes 5 key phases: (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service.

Enhancing Phone Self-Service: “IVR with a Brain”

Contact Center Pipeline

Worse, when callers opt out of a self-service system, their personal information often is not transferred with them and they’re forced to repeat it to […]. Self-Service artificial intelligence call center contact center interactive voice response IVR self-service speech recognition

Search Analytics Provides Key Insights into Self-Service Experience

Contact Center Pipeline

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives. Self-Service analytics call center contact center metrics self-service

IVA is the New IVR

Speaker: Brian Morin, CMO, SmartAction & Dan Fox, VP, Product Marketing & Strategy, SmartAction

Let’s face it, your customer service reps are handling too many repetitive, linear interactions that could be easily automated, but the limitations of your touchtone IVR means you are unable to expand self-service capabilities to automate more. Hear how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.