Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

Self Service 63

Self Service Financial Banking Exercises 63

Customer Bliss

DECEMBER 28, 2017

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet. via @matthewxdixon Click To Tweet. via @matthewxdixon Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Call Center Analysis 60

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self Service 53

Self Service Course Customers Communication 53

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 by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 59

Self Service Knowledge Base Social Media Study 59

Steve DiGioia

JANUARY 9, 2017

Self Service. As I mentioned in a previous article entitled “ The Shocking Truth About Self Service ”, if we are to believe that installing self serve check-out counters are in the customer’s best interest, why not install more and really do away with the live cashier altogether? Source: [link]. Source: [link].

Self Service 100

Self Service Chatbots Advertising Fashion 100

GetFeedback

JULY 24, 2018

For instance, if you want to optimize your customer knowledge base so self-service content is more accessible, then be sure to measure bounce rates and case deflection rates before and after you institute that change. Editor’s Note: This post was originally published in September 2017.

Video 277

Video Customer Experience How To Customer Journeys 277

NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister. Thanks for this great list of ideas.

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. The report contains data of the base year 2018 and historic year 2017.

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self Service 45

Self Service How To Report Consumers 45

Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. Sure, digital self-service can reduce the load on human staff. Bottom line?

Self Service 49

Self Service Social Media Financial Knowledge Base 49

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

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 by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 48

Self Service Knowledge Base Social Media Study 48

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Report 120

Report Customer Experience Self Service Trends 120

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you gain efficiencies through better supply chain management? Can you use your customer data to stop sending irrelevant communications? Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you gain efficiencies through better supply chain management? Can you use your customer data to stop sending irrelevant communications? Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Alliance by IFS

NOVEMBER 9, 2017

Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.” Astea Alliance integrates with several IoT platforms so that service organizations can drive efficiency enhancements as a result of better data.

Self Service 15

Self Service Management Customer Retention Customer Satisfaction 15

Bold360

JANUARY 10, 2017

Address common customer service issues with self-service. Knowing this combines with the ability to segment and intelligent tech to provide contextual, personalized answers and allow your site to make the most of visitors and impress them with facilitated self-service and targeted experiences.

Self Service 40

Self Service Omni-Channel Travel Retail 40

TechSee

APRIL 24, 2018

A 2017 Gartner survey found that 20% of large enterprises plan to adopt augmented reality/virtual reality (AR/VR) as part of their digital strategy by 2020. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers. The future of unboxing is powered by AI / AR.

Self Service 116

Self Service Call Center Video Consumers 116

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. Online communities have become a popular alternative lately.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

NICE inContact

JANUARY 17, 2019

Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. A thought provoking article in the January-February 2017 issue of the Harvard Business Review takes an in depth look at this very quality. Solid Problem Solving Skills. One without the other is not enough.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

ShepHyken

MAY 22, 2017

My Comment: Technology is changing the way we deliver customer service and support. Our customers are using self-service solutions, emailing, sending text messages, posting on Facebook and Twitter, etc. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Self Service Tips 83

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Bold360

JUNE 22, 2017

Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. Come check us out at Booth 31, and introduce yourselves! We hope to see you there.

Chatbots 69

Chatbots Self Service Leadership Technology 69

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Experience Investigators by 360Connext

JANUARY 23, 2024

DIY Customer Service Self-Service is a Hit : The last several years have led customers to prefer self-service over speaking to a company representative. Back in 2017, Microsoft reported that 77% of consumers view brands more positively if they proactively invite and accept customer feedback.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

ShepHyken

APRIL 10, 2017

Customer want and expect you to have a self-service solution.) Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

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. The main reason for this is that digital channels such as email, chat, mobile apps, text / SMS, and social messaging are ubiquitous today.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

Bold360

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Self Service Chatbots B2C 82