Help Scout

AUGUST 22, 2023

How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends. Read the full article

Self Service 75

Self Service Trends Technology Customers 75

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Online and Mobile Banking More customers prefer the self-service option of managing their finances on their own time.

Banking 195

Banking Customer Experience Effort Score Financial 195

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

Customer Service 116

Customer Service Self Service Tips Social Media 116

TechSee

MAY 20, 2020

TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.

CRM 207

CRM Report Self Service Customer Service 207

ProProfs Chat

NOVEMBER 17, 2017

No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. The shift to self-service will accelerate. Take a look. . Justin Flitter.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Done well, self-service not only boosts the customer experience but it also increases sales and efficiency. hours per day online , up from just 3 hours in 2009.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. The final prediction for 2018 is that contact centres will start to embrace emotion management as a leadership discipline.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

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. Published in Provide Support Blog , 2018. Read more. © 2003 - 2017 Provide Support LLC. Permalink | No comment.

Self Service 53

Self Service Course Customers Communication 53

TechSee

OCTOBER 2, 2018

Self-Service. Using digital twins to further boost the adoption of self-service follows the trend toward personalized service, and the shift away from a one-size-fits-all approach to customers. The evolution of digital twins. Stay tuned.

Technology 176

Technology Self Service Innovation Trends 176

NICE inContact

MARCH 5, 2019

Self-service and mobile app use are both rapidly on the rise? Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service? The baseline: Customers expect omnichannel choices in our contact centres.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

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

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Self Service.

Self Service 80

Self Service Customer Service Gamification CRM 80

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Self Service 152

Self Service Contact Center e-support Call Center 152

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? Voice and digital, inbound and outbound, agent assisted and self-service. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. What are you doing to ensure your contact center is ready to handle this 75% increase in self-service customer interactions while avoiding the scenario previously described?

Self Service 46

Self Service Contact Center CRM Connections 46

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

Customer Bliss

MAY 7, 2019

Doing human interactions well in an increasing self-service world will set you apart. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. View this post on Instagram. Companies that are putting in the work to enable this are reaping the rewards. What do customers want?

Self Service 178

Self Service Chief Customer Officer Course Policies 178

CX Accelerator

JANUARY 10, 2018

Happy 2018, folks! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. Follow these techniques to ensure 2018 is a year of positive change for your department! Take for example the goal of “enhancing our self-service channel quality and usage in 2018.”

Customer Service 159

Customer Service Self Service Effort Score How To 159

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. 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.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. No wonder that both consumers and companies are turning to online self-service systems. There are six key areas to focus on: 1.

Self Service 49

Self Service How To Knowledge Base Competitive Advantage 49

Kayako

MAY 27, 2020

Once you’ve done the work of taking stock of which questions are most repeated, and answering them, you can both automate their delivery and make them available in a self-service environment. Source of data: State of the Connected Consumer, Salesforce, 2018.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

ShepHyken

APRIL 2, 2018

Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Self Service 54

Self Service Customer Service Hospitality Survey 54

NICE inContact

NOVEMBER 8, 2019

A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world. Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool. They follow instructions more accurately.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

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

GetFeedback

MAY 9, 2018

In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Customer satisfaction ratings are also higher for live chat than for other forms of customer service. Offer excellent self-service content. Online customers are shopping on their mobiles more than ever.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

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

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service ROI Chatbots 89

ShepHyken

FEBRUARY 19, 2018

(SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. Follow on Twitter: @Hyken.

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

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

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. You can have a look at them and think about leveraging them to enhance your service.

Trends 104

Trends Customer Service Video B2B 104