article thumbnail

Uncover the Value of Digital Self-Service CX

Contact Center Pipeline

One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get answers to questions and complete transactions without having to engage a contact center agent. Today, brands must differentiate the experience they provide their customers or risk losing them to competitors.

article thumbnail

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

AI-Automated Fiber Customer Installation: A Seamless Self-Service Solution

TechSee

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation.

article thumbnail

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. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

article thumbnail

The Open CCaaS Advantage Report

Among the insights revealed are: 54% of CX executives’ CCaaS platforms don’t have effective self-service bots Only 41% are satisfied with their current AI and automation 53% can’t take advantage of AI innovations such as ChatGPT Get your copy of The Open CCaaS Advantage.

article thumbnail

Self-Service is trending

DMG Consulting

Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.

article thumbnail

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. Clearly, more Customers want self-service options.

article thumbnail

How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.

article thumbnail

The ABM Benchmark Survey

Download the report to learn more about: The strategies and technologies ABM marketers are using to increase ABM successes Why it’s important to shift toward more targeted, personalized assets How marketers are meeting buyers' demands for self-service journeys Which metrics and marketing KPIs matter across the ABM funnel

article thumbnail

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

Speaker: Brian Morin & Helena Chen from SmartAction

Self-service is on the rise. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. More and more customers are looking to solve their own issues without human intervention.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

article thumbnail

How Self-Service Can Drive Down Costs and Improve CX

Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering. That’s right. This eBook details it all!

article thumbnail

4 Golden Rules for Conversational AI Self-Service

Speaker: Brian Morin & Helena Chen from SmartAction

As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track?

article thumbnail

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? 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).