Self service Related Topics 
Contact Center Pipeline
OCTOBER 19, 2022
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.
Contact Center Pipeline
JANUARY 6, 2022
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.
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Fonolo
FEBRUARY 27, 2023
Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers.
Contact Center Pipeline
DECEMBER 28, 2021
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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Beyond Philosophy
MAY 14, 2015
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.
Kayako
MAY 13, 2022
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.
Taylor Reach Group
FEBRUARY 12, 2020
Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. But what self-service should you consider?
Steve DiGioia
APRIL 11, 2016
when self-serve stations are no help at all This original article was written by Steve DiGioia. So why don’t self service stations work as intended? If we are to believe that installing self serve check-out counters are in our best interest, why not install more and really do away with the live cashier altogether? Two lanes with a person and 2 lanes each with 4 self checkout terminals. Customer service at its best, huh?
Creative Virtual
MARCH 31, 2022
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.
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!
Babelforce
JULY 15, 2021
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.
NobelBiz
FEBRUARY 14, 2023
Self-service customer experience is the ability of customers to resolve their issues on their own, without the need to speak to a person. In this article, we will explore the importance of self-service customer experience, and why it greatly matters for contact centers.
TeamSupport
SEPTEMBER 8, 2022
If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option.
NobelBiz
FEBRUARY 15, 2023
Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. 24/7 Availability: Self-service options are available 24/7.
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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.
Cyara
MAY 4, 2022
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
DMG Consulting
AUGUST 16, 2022
IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice. The post IVAs: Self-Service Solutions that Work appeared first on DMG Consulting.
Callminer
DECEMBER 7, 2020
Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Next, create a service blueprint of your most important service journeys.
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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.
COPC
JULY 25, 2022
Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar.
Taylor Reach Group
JUNE 26, 2019
Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. To find out more about how Taylor Reach can help your company with AI and Self-Service in the call center, CLICK HERE to schedule a free consultation. By Colin Taylor.
ConvergeOne
JANUARY 17, 2023
There’s nothing like a chatbot that can’t answer your questions or listening to endless on-hold music to wait for a customer service representative. These scenarios, however, are reflective of today’s customer service environment. But customers still need service.”
ConvergeOne
FEBRUARY 22, 2022
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.
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.
Enghouse Interactive
SEPTEMBER 1, 2020
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).
DMG Consulting
FEBRUARY 1, 2022
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.
Beyond Philosophy
JUNE 9, 2022
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 .
Vistio
AUGUST 18, 2022
Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. When he’s evaluating contact center technology he’s looking for ways to boost 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.
Beyond Philosophy
JUNE 4, 2022
The post Is the move to self service better for your organization or the customer? appeared first on CX Consulting. Customer Experience Podcasts
TechSee
MARCH 7, 2022
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?
Contact Center Pipeline
MARCH 7, 2019
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
Customers That Stick
FEBRUARY 2, 2015
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. In some cases, I would argue that self service is the best service. Even those who want self-service, often change their tune quickly when the technology does not perform as expected.
Advertiser: Vanilla Forums
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.
Inbenta
JANUARY 8, 2020
Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. Self-service: to meet what need? Which self-service solutions to implement?
Fonolo
MARCH 7, 2023
That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent.
Eptica
JUNE 1, 2022
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.
Customer Service Life
MAY 11, 2022
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.
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).
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