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

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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.

IVAs Can Remake the Self-Service Landscape


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.

What’s the Ceiling on Self-Service?


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.

The evolution of self-service technologies and the customer experience 


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.

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.

Product Series: Self-Service with Aspect Via™


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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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

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?

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.

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.

Building Brand Engagement with Multichannel Services

Brad Cleveland

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.

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

Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards!


Chatbots and automation generally are becoming increasingly popular in customer service and Lidl’s winebot is a great example of what can be achieved through modern technologies in the customer service environment.

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

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.

Modernizing the Customer Experience


PRWEB) May 10, 2018 Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for Interactive Voice Response and Omni-Channel self-service solutions. News Aspect Software Blueworx Blueworx CX IVR Omni-Channel Self-ServiceTULSA, Okla.

The New World of Customer Service


Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. With an inbox like mine, I can say with full confidence that I rarely open customer service emails.

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.

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 *.

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.

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