Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014.

Self Service 120

Self Service Contact Center Trends Sales 120

GetFeedback

MAY 9, 2018

Customer satisfaction ratings are also higher for live chat than for other forms of customer service. 73% of customers say they were satisfied with the service provided through live chat, compared to 53% through a mobile app. Offer excellent self-service content. Rinse and repeat. Create dynamic support content.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI Established in 2014, EBI.AI These assistants help clients to provide their customers with faster and better resolutions to their queries, and liberate front-line customer service agents from the dull, repetitive and mundane. About the Author.

Self Service 59

Self Service Marketing Competitive Advantage Automotive 59

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. These days it’s a powerful self service interface. But beyond this important service design principle, it’s worth noting that voice is being extensively punted as a post keyboard interface.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Joe Rawlinson

AUGUST 9, 2017

For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Vonage

NOVEMBER 18, 2016

How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC). Enhance customer service experience using self-service. Create a vision for your customer service education.

Social Media 120

Social Media Self Service How To Infographics 120

Vonage

SEPTEMBER 20, 2016

.” Bob Furniss, Bluewolf customer care practice director, adds: “Visibility and accessibility are key to establishing omni-channel service, as are utilizing emerging customer contact channels — video, SMS, self-service portals, and mobile apps — rather than traditional phone and email channels.”

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. The solution: Work with your team to offer more self-service options. So how do you deal with difficult customers? The Complaining Customer.

Self Service 138

Self Service Customers Examples Meeting 138

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 131

Knowledge Base Self Service Contact Center e-support 131

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

NOVEMBER 3, 2016

Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. You can show that your customer support has been properly planned and well executed, by investing in support, and continuing that investment daily, by consistently updating your self service and responding on social media. “If

Self Service 120

Self Service Handbook Social Media Customers 120

AWS Machine Learning

DECEMBER 29, 2022

Also, you can now use the Amazon Textract Quota Calculator to easily estimate the quota requirements for your workload prior to submitting a quota increase request directly from the AWS Service Quotas console. For more information, see Introducing self-service quota management and higher default service quotas for Amazon Textract.

Self Service 100

Self Service Insurance Banking e-support 100

Customers That Stick

JANUARY 19, 2015

__. Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays. Volume 36: October 2014 – The Omnipresent Customer: Customers want to talk with us where they want to talk with us, and they want the experience to be seamless across channels. Give them what they want.

Self Service 60

Self Service Competitive Advantage System Communication 60

Bold360

OCTOBER 27, 2016

Well, long story short, now we know – While Vine measures a view as having watched an entire video (which last up to all of six seconds) and YouTube clocks in at 30 seconds, since 2014 Facebook has felt that a mere three seconds was enough to consider a video as “viewed”.

Metrics 93

Metrics Customer Service Marketing Self Service 93

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Give Customers the Answers they Need.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. In comparison, consumer electronics retailers answered 80% of queries.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

AUGUST 19, 2015

However, if they are to succeed what is needed is to balance technology with traditional human skills in order to deliver a seamless customer journey that balances self-service with empathy to provide a tailored experience for every consumer’s individual needs. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Improve self-service Making it easier for customers to access their account details and to find routine information has a dual benefit.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Examples 75

Examples Self Service Wireless Call Center 75

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. His previous enterprise IT career was with Siemens, Germany, and Cap Gemini, UK.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere.

Self Service 48

Self Service Customer Service Social Media Retail 48

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Are they both? Are they neither?

Banking 60

Banking Customer relationships Self Service Financial 60

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

MARCH 4, 2016

Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

JANUARY 8, 2016

So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. Established in 2014, EBI.AI About the Author. Henry Jinman is Commercial Director of EBI.AI.

Government 52

Government Self Service Chatbots Automotive 52

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. However, too many companies still run service on a channel by channel basis, leading to customers receiving different answers dependent on whether they phone, email or use web self-service. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

CSM Magazine

MAY 24, 2021

Gartner reports that 40% of live support interactions could be resolved in self-service channels. According to Gartner , 70% of a business’s customers use self-service tools, but only 9% end up fully resolving their issues. It’s because many of these self-service options simply don’t work. The problem?

Self Service 52

Self Service eBook Customers Chatbots 52

Solvvy

JULY 31, 2018

They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. Our progress has led us to the point of reaching a 25% self-service rate, meaning 1 out of every 4 people who contact customer support through us never need to talk to an agent.

Self Service 48

Self Service Report User Experience Customers 48