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.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

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.

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.

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

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.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

What’s the Ceiling on Self-Service?

Fonolo

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder.

Delivering a Smarter Approach to Omnichannel Self-service

Waterfield Technologies

Waterfield Technologies and Bright Pattern partner to deliver a comprehensive approach to application lifecycle management for Interactive Voice Response and omnichannel self-service solutions.

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

Modern Self-Service: Empowering Customers to Serve Themselves

Blueworx

The post Modern Self-Service: Empowering Customers to Serve Themselves appeared first on Blueworx. Blog Contact Center IVR Modern Self-Service User ExperienceAll this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like […].

Trend zu Self-Service im Kundenservice wächst weiter

Aspect

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Die Bedeutung von Self-Service-Angeboten wird durch internationale Studien belegt.

How to Improve Customer Satisfaction with Self-Service

Connect Managed

There are two reasons why self-service is popular with customers. Self-service often means good service. The first is convenience. When you see a long queue in the petrol station, pay-at-the-pump saves you time.

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.

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 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.

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.

Top 5 Self-Service Pitfalls

Insite Managed Solutions

When companies prioritize self-service as a key initiative, we are often brought in to accelerate their pace. Frequently, we find companies experience similar challenges during their self-service initiative and we thought it might be beneficial if we shared the top 5 with you.

Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

plumvoice

The post Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees appeared first on Plum Voice. Customer Service Payments Security Self Service

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.

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

Self-Service IVR

Platform28

Self-Service IVR that truly elevates CEX. Platform28 personalized self-service IVR allows customers to access the information they need when they want, via its feature-rich self-service functionality. Self Service IVR: Shortens call times.

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.

Is your contact centre optimised for self-service?

Salmat

In a self-service economy, we explore how contact centres have evolved to meet the challenge How do you help your customers help themselves?

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.

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

Why Customer Self-Service Will Improve Your Support Strategy

aircall

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer.

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.

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

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.

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.

10 reasons you need a self-service strategy

Salmat

Call centres have evolved into contact centres where customers can interact with their brands across multiple channels. We map this evolution in statistics

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?

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.

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.