CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. As a result, content was only visible to a fraction of its membership.

Self Service 98

Self Service Technology Chatbots User Experience 98

CSM Magazine

OCTOBER 26, 2020

Since 2007 there have been more SMS messages sent than phone calls made and yet the primary method of contact for business is still the phone? VeriCall is very proud to be delivering a skilled service workforce back to Scotland. Surely there is a better way! About the Author. Adam Taylor is MD at VeriCall.

Self Service 52

Self Service Multi-Channel Social Media Customer Journeys 52

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Need : Customer service software, sales tools, omnichannel software, live chat software. Business Seeks All-in-One Customer Service Software. Sprout Social.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

CSM Magazine

DECEMBER 12, 2019

trillion spent in 2007. If a customer is calling for something as simple as paying their bill, they can avoid long hold times by selecting the “pay my bill” self-service option. Bottom line, take a look at your IVR flow, and how it is driving calls into different queues to optimize the user experience.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Comm100

NOVEMBER 23, 2020

As one 2020 reviewer says, “I love the way they laid out the user experience. It is the tool our clients use to get self-service help, open tickets, communicate through chat to support, track their cases, sign up for training courses, and many other items. Great for: Mid-tier US-based customer service teams.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

ChurnZero

MARCH 27, 2020

Microsoft’s overly eager virtual assistant who couldn’t take a hint—incessantly popping up to help users with menial tasks. Clippy met his demise in 2007 after he was officially fired (we’ll say early retirement). Adopting an iterative mindset is the only way you’ll achieve an optimized user experience.

Tips 52

Tips Self Service Effort Score Customer Success 52