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.

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). Yet I remain hopeful that astute deployment of new technology may tip […]. Self-Service AI analytics API application programming interfaces artificial intelligence biometrics bots call center contact center Knowledge Management natural language technology optimization


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


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.

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).

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 in the age of AI

Taylor Reach Group

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?

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

Empower Customers With Self–Service Blog #1

Enghouse Interactive

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success.

New KPI Metrics in the Era of Self Service


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.

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

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.

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.

5 Steps Toward a Successful Self-Service Strategy


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.

The State of Customer Self-Service


Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Consumers opted to use contactless shopping options or delivery service apps. Conversation Flow for Auto Service Appointment Scheduling.

What is Digital Self-Service?


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?

The importance of self-service for greater customer satisfaction

Enghouse Interactive

This means they are happy to use web or telephone self-service systems to help themselves, without needing to speak to a contact centre agent or email a company. Over half (57%) of UK consumers said they wanted to get their own answers from company websites during lockdown while 83% said they were happy to use self-service of some sort. Effective self-service delivers four major benefits to consumers, businesses and their employees: 1.

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.

What does self-service really mean?


Buzzwords have a way of entering the technology space, only to then be overused and lose all meaning and substance. In a similar way, vendors have begun to market self-service as a catch-all phrase. . Is that still considered self-service? . What is self-service?

Call Deflection strategies in the age of self-service


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.

Contactless and Self-Service are Here to Stay

The Petrova Experience

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. What is Self Service?

The Shocking Truth About Self Service

Steve DiGioia

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?

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

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. They prefer, and even expect, technology to serve them what they want, when they want it. In some cases, I would argue that self service is the best service.

What Self-Service Rate Can You Expect from Artificial Intelligence?


Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Self-service success rate.

How To Achieve Customer Self-Service Success


In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape.

Self-service: a Key to Reducing Dissatisfaction in Customer Relations


Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web.

How to Successfully Implement Customer Self-Service Strategies


“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. 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.

5 Best Practices for Great Self-Service Customer Support


Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1.

IVA Is the Future of Voice Self-Service

DMG Consulting

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. After more than 30 years of offering interactive voice response systems (IVRs) that required customers to think like a computer and work their way through nested choices, there is finally an option that addresses the need for improved voice self-service.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. It’s clear that digital self-service.

Intelligent Self-Service Experts, 4 Roads, Partners With Contentful to Provide Online Communities

CSM Magazine

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi. Customer Service News

IVAs Can Remake the Self-Service Landscape

DMG Consulting

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. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. The Latest (and Greatest) in Self-Service: IVAs. 2/9/2018. By Donna Fluss.

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service


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.

Mobile Self-service Modernizes Your WFM

CX Global Media

Mobile Self-service Modernizes your WFM Click to Tweet. I was able to rapidly see the benefit of using the rapid response of mobile self-service in WFM exception processing (and more) when I met Taylor Pack from Branch Messenger at Call Center Week. Branch Messenger is the employee self-service platform that offers enterprises unprecedented access to their frontline workers at scale while also empowering hourly shift workers to manage their work lives in real-time.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

The benefits of self-service. How to leverage cutting edge technology to make your customers' lives easier. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations.

What You Need to Quickly Launch Customer Self-Service


A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. Self-service in the name of the customer.

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. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? Each new wave of technology revives the dream that we can eliminate (or drastically reduce) human agents.

Delivering Innovation that Enables Successful Self-Service

Creative Virtual

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

How Digital Self-Service Is Transforming Utility Customer Service Experiences


In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and. The pandemic changed how we all operate our daily lives.

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction

This interactive working session gets into the gritty details of designing conversation flows for a human-to-machine experience that rivals or exceeds live agents. Mark will do live "mockups" with audience members and step through the complex critical thinking required to determine if and where AI can fit. So make sure to bring your questions!