SmartAction

MAY 12, 2021

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID. Conclusion.

Self service 78

Self service Virtual Agent Technology 78

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Forecasted improvement: 30% of current cases redirected to self-service. Self-service additional benefits.

Self service 116

Self service Chatbots Management B2C 116

Call Center Weekly

APRIL 1, 2019

With self-service solutions. What does “self-service solutions” mean? Also, by establishing self-sufficiency it will help alleviate the workload from your folks so that you can better focus on all the cool types of studies that you’re dying to do. So how do you reduce this?

Self service 127

Self service Analytics First call resolution Consulting 127

inSided

JULY 30, 2021

In June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

Self service 52

Self service Customer Experience 52

Customers That Stick

FEBRUARY 2, 2015

In some cases, I would argue that self service is the best service. The increase in retail self-service options certainly has to do with management of labor costs, but it is most importantly a response to consumer demand. Blog customer-service-techniques customer self-service home depot self checkout'

Self service 154

Self service Technology Sales Customer Service 154

VocalCom

OCTOBER 24, 2017

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. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Fonolo

OCTOBER 23, 2018

Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. Dive Into Your Analytics.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Nuance

JUNE 1, 2022

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. Virtual assistants increase agent efficiency [.]

Self service 82

Self service Chatbots Enterprise 82

Nuance

MARCH 14, 2022

And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. It’s been widely noted that the COVID-19 pandemic has accelerated a shift toward digital self-service that was already beginning to pick up pace. [.]

Self service 81

Self service Personalization Customer Experience Enterprise 81

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. This technology is more than a complex web of pre-written prompts.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Toister Performance Solutions

OCTOBER 15, 2019

We've all experienced a self-service fail. Self-service is fine when it works, but it often doesn't. Studies have found widespread theft among self-checkout customers at grocery stores. Studies have found widespread theft among self-checkout customers at grocery stores. into a phone.

Self service 78

Self service Airlines Banking Personalization 78

Mindtouch

FEBRUARY 15, 2018

Self-service for the sake of self-service just isn’t enough. Because the truth is, your self-service experience probably isn’t as good as it could be. What follows is a list of common self-service fails to avoid. Let’s start simple: good self-service content is written well.

Self service 85

Self service Customer effort Customer Support Customer Experience 85

Nuance

JUNE 15, 2022

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. This is a summary. Visit Nuance's What's next blog to see the full content.

Self service 74

Self service Sales Personalization Customer Experience 74

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.

Self service 52

Self service Management Customer Service Surveys 52

Aspect

OCTOBER 6, 2017

By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. You can also find more information on self-service, here.

Self service 88

Self service Customer Experience Surveys Personalization 88

Aspect

AUGUST 30, 2018

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. Self-Service Technologien machen das möglich und vermeiden darüber hinaus lange Wartezeiten.

Self service 54

Self service Interactive Voice Response Chatbots Contact Center 54

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

Aspect

NOVEMBER 26, 2018

The study showed that 50 per cent of in-store shoppers prefer human staff to be present alongside technology. The study suggests that while there is a growing acceptance of self-service technologies being placed in stores, they must be well balanced with traditional human interaction.

Self service 63

Self service Chatbots Technology Surveys 63

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self service 79

Self service Customer Service Best practices Technology 79

Customer Relationship Metrics

DECEMBER 6, 2016

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. Case Study – Client A.

Self service 75

Self service Contact Center Analytics Metrics 75

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog.

Self service 59

Self service Surveys Contact Center Metrics 59

aircall

JANUARY 11, 2017

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. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

Concentrix

JUNE 6, 2023

See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions. “How can I help you?”

Interactive Voice Response 62

Interactive Voice Response Self service Customer Service 62

Mindtouch

JUNE 15, 2016

We may attribute our demand for self-service to our need for active involvement and self-gratification, but there’s another element we rarely factor in: our geeky side. Studies show that a whopping 76% prefer online customer self-service. The Thrill of Self-service. Apparently, I’m no anomaly.

Self service 91

Self service Marketing Customer Experience 91

CCNG

JANUARY 31, 2024

A Harvard Business Review study found companies that conducted mass layoffs suffered a job performance decline of 20% as their remaining employees struggled with added responsibilities and lost knowledge. It’s not about a basic set of FAQs that customers can access through self-service.

CCNG 195

CCNG Self service Best practices Chatbots 195

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Banking 52

Banking Self service Chatbots Customer Service 52

Contact Center Pipeline

JUNE 7, 2016

Customers increasingly turn first to self-service to answer questions or solve problems. Yet providing customers with a low-effort self-service experience that meets their needs has been a […].

Self service 100

Self service Quality management Contact Center Call Center 100

West

JUNE 28, 2018

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. million per year thanks to self-service optimizations.

Self service 48

Self service Customer Service Interactive Voice Response Contact Center 48

Solvvy

OCTOBER 29, 2019

A study from Aspect found that 65 percent of respondents said they felt good when they could resolve an issue independently without contacting customer support —and that number jumped to 70 percent among Millennials. Here are a few tips for building a best-in-class self-service experience for your online customers.

Self service 48

Self service Chatbots Customer Support Surveys 48

Kayako

APRIL 14, 2016

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. So how can interactive video fit into your self-service support offering? Why use video in self-service support? Read on to find out! Read on to find out!

Self service 48

Self service Best practices Customer Support Marketing 48

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI For more case studies, ideas and inspiration, visit www.ebi.ai. All this information, along with the customer’s contact details, are visible to the property agent who then has valuable insight into the customer’s situation and buying preferences. About the Author.

Self service 59

Self service Marketing Automotive Transportation 59

Interactions

APRIL 16, 2024

Self-Service Some IVRs and automated systems only assist customers by directing them to a live agent. Building an application that incorporates self-service will allow for an exponentially greater customer experience. That way, when a customer calls, they will not have to repeat information that has already been shared.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. No wonder that both consumers and companies are turning to online self-service systems. Why are some brands pulling ahead when it comes to self-service and others lagging behind ?

Self service 49

Self service B2C Entertainment Best practices 49