Myra Golden

NOVEMBER 29, 2016

Story highlights: 5 web self-service strategies that will slash your incoming support calls. My business phone rang so much that I needed to hire an answering service. I have worked strategically to create a web self-service strategy that answers more than 95% of my customers’ questions. Sources Cited.

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Self Service Strategy Video Fashion 40

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

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Self Service Virtual Agent ROI Tips 40

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. Finally, it was seen as being easier since the ordering process felt more natural and intuitive to consumers. Is Voice Becoming A Born Again Interface?

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Now, 39% of modern consumers expect a reply within four hours. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB.

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Self Service Guidelines Social Media Knowledge Base 221

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience 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.

Self Service 72

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

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

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Self Service Customer Experience Social Media Insurance 48

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Consistently satisfying service is increasingly important.

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Self Service Customer Expectations Report Customer Service 40

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

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Self Service Company Chatbots Technology 71

Kustomer

NOVEMBER 10, 2021

Kustomer is also releasing a special report with findings on how to improve the overall customer service experience through intelligent automation and AI as customer service organizations are dealing with dramatically increased volume during the holiday shopping season.

Chatbots 88

Chatbots Omni-Channel Self Service Multi-Channel 88

Tricia Morris

MAY 28, 2015

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application.

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Infographics Self Service Customer Service Customer Care 40

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. Recent NICE inContact research documents consumer demand for this kind of unified, omnichannel customer service approach.

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Omni-Channel Multi-Channel Self Service Contact Center 136

Strativity

MARCH 17, 2015

Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation. Establishing new metrics to ensure consistent high quality service. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them.

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Conference Connections Consumers Customer Journeys 40

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. The 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

Bold360

FEBRUARY 6, 2019

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. So, what’s a B2B company to do?

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B2B Self Service Chatbots B2C 82

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

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Self Service Customer Experience Ecommerce Social Media 48

TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. The call is classified and routed to an agent for prompt service. Rise of Computer Vision.

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CRM Self Service Effort Score e-support 164

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Without them an organisation risks falling behind in terms of what modern consumers expect from brand engagement. The second is getting the right balance between live assistance and self service.

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Omni-Channel Self Service Customer Journeys ROI 133

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. The difference between the 2015 and 2016 figures are clear.

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Omni-Channel Consumers How To Touchpoint 166

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) All Channels – All the Time.

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Omni-Channel Trends Self Service Customer Service 0

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. 81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet. Guest post by Matt Dixon.

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Self Service Customer Service Contact Center Airlines 134

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

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Self Service Customer Service Entertainment Fashion 48

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With more than 60% of U.K.

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Poor Customer Service Report Self Service Consumers 40

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help.

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Omni-Channel Self Service Trends Multi-Channel 95

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

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Omni-Channel Customer Experience Multi-Channel e-support 204

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

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Self Service Tips CRM Social Media 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

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Self Service Customer Service Contact Center CRM 48

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Self-service IVR. Party’s over.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 138

Tips Self Service e-support Social Media 138

Kustomer

JANUARY 19, 2021

Customer service has become a lifeline for consumers struggling to adapt in the post-COVID era. The new version of Kustomer Chat delivers benefits for both consumers and businesses by making chat-based support interactions smarter, faster, and frictionless. Brand New Kustomer Chat Platform Packed With Features. About Kustomer.

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Self Service Omni-Channel Chatbots Multi-Channel 61

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. At Deloitte’s Digital Foundry, he leads the efforts to deliver a disciplined approach, methodology and set of services for making innovation continuous.

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Customer Service Contact Center Chief Customer Officer Call Center 252

Comm100

NOVEMBER 13, 2022

Firstly, today’s consumers are increasingly demanding support that is fast and 24/7. Chatbots provide exactly this and, now powered by improved technology and AI, consumer acceptance is growing fast. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Book meetings.

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Chatbots Software Self Service Wait Times 130

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers?

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Self Service Customer Service Social Media Contact Center 48

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

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Self Service Customer Service Poor Customer Service Contact Center 40

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US. billion was spent on the day itself.

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Self Service Customer Service Social Media Retail 48

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

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Consumers Social Media Self Service Video 48

CSM Magazine

MARCH 13, 2022

Dixa is used by consumer-facing and digital-first brands to serve customers across multiple channels, touchpoints and experiences from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for both customers and agents.

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Self Service Chatbots Knowledge Base Analytics 52

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

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Self Service Customer Service Wireless Contact Center 48