Martin Hill-Wilson

AUGUST 9, 2016

Now it’s 2016. Self service, when it’s spiced up with natural language processing, speech recognition and deep learning, heralds the introduction of the new age of cognitive computing. For instance, 30% of US consumers have now tried voice self service to get stuff done. The post Self Service Still Less Than 50%?

Self Service 64

Self Service Omni-Channel Course Culture 64

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 59

Self Service Knowledge Base Social Media Study 59

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Kayako

SEPTEMBER 1, 2016

But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. Personal service channels. You could use a helpdesk.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. 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 48

Self Service System Knowledge Base Multi-Channel 48

Kayako

DECEMBER 31, 2015

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. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The best of self-service.

Self Service 72

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

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Smart self services should always be accompanied by a high touch option or a person to person touch. Customer Integration. Customer Integration involves 2 things.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Smart self services should always be accompanied by a high touch option or a person to person touch. Customer Integration. Customer Integration involves 2 things.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

Self Service 40

Self Service Customer Experience Contact Center Omni-Channel 40

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 48

Self Service Knowledge Base Social Media Study 48

Solvvy

OCTOBER 29, 2019

In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). So rather than let your customers struggle, how do you build a self-service experience that will help them quickly accomplish their goals?

Self Service 48

Self Service Knowledge Base Travel Chatbots 48

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.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

NICE inContact

MARCH 10, 2016

Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent. Self-service usage tracks whether or not your customers are using self-service options and can indicate that you may need to revisit your IVR set up. Outbound Dialing.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Interaction 100

Interaction Self Service Report Data 100

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Interaction 100

Interaction Self Service Report Data 100

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It is worth repeating the basic recipe for a 2016 Virtual Assistant. These days it’s a powerful self service interface. Related Stories Got These On Your 2016-2019 Service Roadmap?

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Vonage

AUGUST 15, 2016

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. Using Salesforce CTI to connect customer data to the sales and service experience. Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Sales 120

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

Self Service 40

Self Service Report Retail Survey 40

Kayako

DECEMBER 22, 2015

For external content—that is, our self-service—a strict information architecture is key. Same goes for self-service. Those are the topics to focus on in your next round of self-service edits. Define a short list of content types you’re going to host, and standardize the organization and tone of each.

Self Service 120

Self Service Management Tips Customers 120

ijgolding

MARCH 22, 2017

Digital has also helped businesses to reduce the burden on customer executives with the help of self service features. This true omnichannel experience also provides a platform for great customer experiences, thereby creating loyal customers and brand advocates. Interactive voice response, chat bots, FAQs etc.

Omni-Channel 204

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

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season.

Tips 145

Tips Self Service e-support Social Media 145

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M. The smart home market is in a stage of hyper growth, driven in part by the consumer-driven demand for smart energy management.

Self Service 132

Self Service Analytics Call Center Report 132

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Case Study Chatbots Study 95

ShepHyken

MAY 30, 2016

The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? More and more customers are accepting and actually hoping for self-service solutions and other types of automation. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

BlueOcean

FEBRUARY 14, 2018

Sophisticated self-service generates brand loyalty through the most cost-effective means available and leaves your contact center agents to focus their attention on the more involved, higher value, or higher risk interactions. And finally, you need 2020 metrics – not 2016 metrics. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support.

Trends 116

Trends Self Service Chatbots Technology 116

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.

Self Service 71

Self Service Company Chatbots Technology 71

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Analysis 111

Analysis Marketing Self Service Wireless 111

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48