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

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

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.

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


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


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.

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.

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

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.

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.

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.

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.

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

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

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


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.

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?

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.

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.

The Facebook Predicament: Investment Protection, Thanks to 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.

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.

Building Brand Engagement with Multichannel Services

Brad Cleveland

How We Built Ivy


Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger.

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.

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.

2018 Contact Center Trends Part 2: Enhance CX

Bright Pattern

Last week we share our top three trend for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation. AI self-service CX

Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot


In customer service, pretty much everything starts with a question: “What is my balance?”. Customer Experience English/US Innovations/Technology Self-Service chatbot approach chatbots linguistic rules machine learning ML natural language processing NLP self-service

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.

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

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.

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

Improve Your IVR, Improve the Customer Experience


Making it even worse for me, was that I couldn’t help but wonder what kind of experience she would have had if the airline had Aspect® InQueue Self-Service , which offers IVR callers a callback option plus a link to a mobile web app via SMS to try self-service while waiting.

The 3 Contact Center Applications That Pay for Themselves


IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *.

These 8 Technologies Are Transforming the Contact Center


Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. This fundamental capability is being embedded into many of the 45 standard contact center systems and applications; it has the potential to enhance the service experience for both recipients and providers.

Guest Blog: Don’t Make Me Wait


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 66

Summer Travel Underscores Need for Airlines to Overhaul Customer Service


When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.

HGS Harvests Gold at CCW Awards Ceremony


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

IVR Optimization Improves Service and Reduces Costs


IVR Optimization Improves Service and Reduces Costs. . In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. An IVR can save companies millions of dollars; a typical customer service call handled by a live agent costs $3.00 Thank you for your interest in DMG Consulting’s publications.