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.

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.

5 Ways to Optimize Self-Service Practices

VocalCom

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.

IVAs Can Remake the Self-Service Landscape

DMG

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.

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

Product Series: Self-Service with Aspect Via™

Aspect

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via.

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.

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

Brad Cleveland

Further — and paradoxically — providing agent assistance when … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Self-service Brad Cleveland Call Center Management On Fast Forward customer access strategy self-service

21 Steps to Get Customers to Love Self-Service

West

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

The evolution of self-service technologies and the customer experience 

Aspect

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

How to Set Up a Self-service Customer Support System to Improve Customer Experience

Bright Pattern

self-serviceWe want help, and we want it now. That may very well be the motto for a very large number of today’s customers.

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.

eBook: 10 Ways You Can Improve the Customer Experience Through Self-Service

Aspect

One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. This desire for self-service can be traced back to the expectations of the new “ now consume r.” You can also find more information on self-service, here.

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

Aspect

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.

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

Natural language processing and the pursuit of excellent customer self-service

Aspect

With convenience being king for consumers in the omni-channel world that we live in, the appetite for automated customer self-service is greater than ever before. The post Natural language processing and the pursuit of excellent customer self-service appeared first on Aspect Blogs.

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

Aspect

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.

It’s Not You, It’s Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents

Relay Blog

The post It’s Not You, It’s Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents appeared first on Relay. Support base customer faq knowledge resources self service supportGiven the choice, some of your customers would rather interact with a machine than speak.

Take Customer Interactions and Self-Service Further with Video

Bright Pattern

A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an enterprise without interacting with a human. video

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.

Why Great Self-Service is Backed by Humans

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days.

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

Aspect

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.

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.

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

AI Increases Self-Service Expectations: How You Should Respond

EPIC Connections

While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The post AI Increases Self-Service Expectations: How You Should Respond appeared first on EPIC Connections.

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

The Center for Client Retention

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of goods and services for money, devoid of any connection. Every company should think twice about self-service – it is rent being paid for no good reason. That’s a connection and it’s not self-serve. My local CVS replaced some of the cashiers with self-service stations.

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?

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Multi-channel Support Videos Brad Cleveland customer access strategy Customer Service

Best Practice Number One: Start Your Self-Service Transformation Project with the Right Approach

inContact

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. With customer service such an integral part of an organization’s success, many companies are beginning to recognize the value of implementing advanced self-service technology in the contact center. However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

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.” Over the holidays, I was a guest on the Modern Customer Podcast, a wonderful podcast hosted by Forbes’ blogger Blake Morgan.

Applications that Improve the Customer Journey

DMG

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience. IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction.

Leveraging Digital Channels, Part 1

Contact Center Pipeline

Today’s tech-savvy customers prefer self-service over phone calls, and they’re more likely to seek answers to their questions within […]. There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving.

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 […].

Is Your Contact Center Ready for Millennials?

Aspect

As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which also means forcing them to rethink how they deliver exceptional customer service. What does that mean for your customer service teams? Self Service.

HGS Harvests Gold at CCW Awards Ceremony

HGS

BPO Contact Center Customer Experience Customer Service Awards Digital Customer Experience Teamwork Contact Center Awards outsourcing self service

IVR Pricing: What’s the Real IVR Cost?

West

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. Of course there are other self-service channels to consider.

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.

27 Stats That Show What Consumers Expect from Brand Communication

West

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

Guest Blog: Don’t Make Me Wait

ShepHyken

Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

SaaS 85

The Facebook Predicament: Investment Protection, Thanks to Aspect

Aspect

English/US Mobile Self-Service chatbots contact center Facebook Facebook Messenger self-serviceLast week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook.