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

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. The technology’s growth in the current year has been coming for some time now and is expected to influence contact centers massively.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. 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

Self Service 59

Self Service Knowledge Base Social Media Study 59

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

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

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

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. 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.

Self Service 120

Self Service Contact Center Trends Sales 120

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. 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

Self Service 48

Self Service Knowledge Base Social Media Study 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

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. In some cases they might even disrupt how certain services are bought and the strategic alliances that support them. Secondly this is not about a single technology. The customer feedback says it’s a win win.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

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

TechSee

JUNE 5, 2018

With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent.

Trends 116

Trends Self Service Chatbots Technology 116

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

Self Service 132

Self Service Analytics Call Center Report 132

ShepHyken

MAY 30, 2016

Technology (includes automation, robots and digital) or human. More and more customers are accepting and actually hoping for self-service solutions and other types of automation. But, there always has to be a human to back up the technology. Customer service and experience are becoming the most important way to compete.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

BlueOcean

FEBRUARY 14, 2018

The goal for at least 56% of multimedia and technology companies is to integrate AI and customer service into their contact centers. And finally, you need 2020 metrics – not 2016 metrics. The good news is: AI is already transforming the way customers can resolve the easy interactions without the help of a live agent.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. Steps to overcome obstacles to adoption.

Analysis 111

Analysis Marketing Self Service Wireless 111

Bold360

MARCH 9, 2017

Technology has progressed astronomically in the last decade, and its ripple effects are felt in every business, in every field. Recent studies found that up to 89% of consumers worldwide expect an efficient self-service application on company’s websites , and this becomes the bare minimum going forward.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

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

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. And customers appreciate the self-service nature of Chatbots. Drive Revenue.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

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

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. Enter the bots.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Wootric CX Blog

NOVEMBER 4, 2020

Through technology, customers have unprecedented access to information about products and services. With new technology and social media, we have more ways than ever before of interacting with our customers. It’s a customer service metric that is used to improve systems that may frustrate customers. Are you ready?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Storyminers

JULY 11, 2016

With advances in technology, digital and mobile, customers demand more attention—and more value—from the brands they choose. I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). Embed from Getty Images.

Self Service 100

Self Service B2C CRM Call Center 100

Team Support

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers.

Technology 59

Technology Call Center Chatbots Social Media 59

Kayako

JULY 12, 2016

The “support ticket” is a 1990s term for the IT services industry, which is reason enough to demonstrate that the idea of a support ticket is simply irrelevant to your customers in 2016. After all, 67% of customers today prefer this modern approach built on self-service and frictionless conversation.

Self Service 0

Self Service Competitive Advantage Policies Knowledge Base 0

Kustomer

JUNE 27, 2022

Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software What Are the Key Technology Components of Customer Service? What Are the Benefits of Customer Service Software?

Software 92

Software Tools Customer Service Self Service 92

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. Technology has essentially given it a facelift and elevated its importance in the customer relationship journey.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Tricia Morris

JANUARY 26, 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.

Self Service 49

Self Service Customer Service Trends Customers 49

CX Journey

AUGUST 18, 2016

Deliver Convenience Digitally Digitally-enabled customer touchpoints include mobile web, mobile apps, text messaging, live chat, online customer communities, live videoconferencing, and self-service portals. These digital channels address the customer need for convenience.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

ShepHyken

AUGUST 8, 2016

My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

AWS Machine Learning

FEBRUARY 28, 2023

How can you deploy a self-service environment that allows these clinicians to generate predictions themselves for multivariate questions like, “How can I access useful data while being compliant with health regulations and without compromising privacy?” This post addresses all these problems simultaneously in one solution.

Data 100

Data Self Service Healthcare Analytics 100

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50