Customer-Centric Self-Service

Contact Center Pipeline

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.

Why Self-Service Needs a Human Touch

Contact Center Pipeline

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center.

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The Importance of Customer Self Service Portal

Kayako

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices.

Customer Self-Service: Pros, Cons, Examples

TechSee

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. What is Customer Self Service?

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-Service Versus Full Service .

IVR Self-Service Touchpoint

SQM Group

For the IVR self-service touchpoint to successfully resolve an interaction, call centers need to determine the appropriate call types this touchpoint should handle. Uncover the best practices for resolving interactions on the first call using the IVR self-service touchpoint

Gen Z and your Customer Self-Service

Creative Virtual

When it comes to your customer service strategy, does age matter? You are missing out on a prime opportunity to put your customer service efforts on the path to future success. One important question asked in the survey focused on the future of customer service.

Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. customer experience IVR testing IVR self-service

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.

Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

In a typical 6-minute customer service call, only 25% is valued customer interaction. How can you render this process more efficient and give space for the valued interaction to shine? By starting every conversation with AI. Sign up to learn more!

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.

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

How Does Adopting Contact Center Self-Service Get You $7.91?

Babelforce

Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? Self-service is when customers use resources you’ve created to solve their own issues.

Modernize Your Customer Experience with Self-Service

ConvergeOne

My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for.

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 Is the Channel of Choice—When It Works

DMG Consulting

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. This means that companies are not benefiting from the shift in consumer preference to self-service. AI and Self-Service.

The ROI of digital CX, Part 2: The true business impact of digital self-service

Nuance

Last time in our ROI of digital CX series, we looked at why intelligent virtual assistants are so important for successful digital self-service. The post The ROI of digital CX, Part 2: The true business impact of digital self-service appeared first on What’s next.

Customer Self Service – What the Future Holds

TechSee

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.

Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Customer Service Life

For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. In this article, I’ll talk about my journey with this technology and share four lessons learned while working to improve customer self-service. Source: Pixabay.

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.

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Callminer

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience

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).

New KPI Metrics in the Era of Self Service

TechSee

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.

The ROI of digital CX, Part 3: How to build a business case for digital self-service

Nuance

We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers.

The State of Self-Service in 2021

Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction

Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Moreover, come away from this webinar with an understanding of how these new capabilities can apply to your business.

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

How self-service is evolving and how to deploy it

Eptica

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service.

The ROI of digital CX, Part 1: Digital self-service matters—now more than ever

Nuance

And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. The post The ROI of digital CX, Part 1: Digital self-service matters—now more than ever appeared first on What’s next.

5 Steps Toward a Successful Self-Service Strategy

TechSee

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.

4 Golden Rules for Conversational AI Self-Service

Speaker: Brian Morin & Helena Chen from SmartAction

Join Brian Morin, CMO, and Helena Chen, Director of Product Marketing at SmartAction to learn the 4 golden rules they've acquired after more than 100 conversational AI implementations for voice self-service that outperforms live agents. You’ll hear real-world examples from leading companies and discover how you can deliver CX success with AI-powered virtual agents in your organization.

How is Self-Service, for a Telecom Customer, Changing?

Knowmax

How is Self-Service, for a Telecom Customer, Changing? Self service benefits for self service in telco self service in telecommunication self service knowledge base

Self-Service Metrics to Help Evaluate Performance

LiveVox

According to CX 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.

5 ways how knowledge management can help improve self-service?

Knowmax

5 ways how knowledge management can help improve self-service? KM Software Self service knowledge management for self service self service knowledge base Self-Service

Best Customer Self-Service Software Your Business Can Adopt

HelpCrunch

The post Best Customer Self-Service Software Your Business Can Adopt appeared first on HelpCrunch blog. Picture a rather casual situation. Your favorite coffee machine just stopped working. Sorry, no cappuccino on almond milk and creamy froth this morning.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

How to Go Digital through KM-enabled self-service?

Knowmax

The post How to Go Digital through KM-enabled self-service? Customer Experience Self service customer transactions through self-service km enabled self-serviceappeared first on Knowmax.

Efficiently implementing Knowledge management for Self-Service

Knowmax

Efficiently implementing Knowledge management for Self-Service. Uncategorized knowledge base for customers knowledge to improve self service self service knowledge base

Call Deflection strategies in the age of self-service

TechSee

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.

4 reasons to have a knowledge base to create a self-service portal

Knowmax

The post 4 reasons to have a knowledge base to create a self-service portal appeared first on Knowmax. Knowledge Base Self service knowlege base for self-service reasons to create self-service portal self-service portal

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).