Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. Share this page on: Tweet. Keep Your Customers Amazed.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Eptica

APRIL 17, 2020

Date: Friday, Avril 17, 2020 Author: Steve Nattress À quoi ressemblera le self-service client en 2025 ? Publié le: 17 Avril 2020. Les cinq dernières années ont vu une accélération du recours au self-service par les clients mais que va-t-il se passer au cours des cinq prochaines ?

Self Service 71

Self Service CRM Interaction Engagement 71

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers. Am I still needed?”

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 Call volumes increased further in 2020 when the COVID-19 pandemic struck and driver licensing regional offices closed.

Self Service 85

Self Service Virtual Agent Connections Contact Center 85

Team Support

APRIL 12, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

Self Service 58

Self Service Omni-Channel B2B Knowledge Base 58

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations.

Trends 136

Trends Customer Service Self Service Contact Center 136

Bold360

APRIL 20, 2021

Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. on the Enghouse Interactive blog. on the Enghouse Interactive blog. Published on: January 05, 2021. Read the full?blog blog post here ?on Share this page on: Tweet. Read the full?blog

Self Service 104

Self Service Trends Video Interaction 104

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Post-2020 Company Mindset. 13% High Call Volume. Read More.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! “Being recognized as a leader in customer self-service not once, but twice in a row, is an honor,” said Mahesh Ram, CEO of Solvvy.

Self Service 62

Self Service Technology Chatbots Report 62

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. This tool can significantly enhance the citizen’s experience by providing quick answers to questions, reducing wait times, and making government services more accessible.

Government 203

Government Communication Self Service Chatbots 203

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal. If organizations hope to stay competitive in the new normal, something must change.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 104

Self Service CRM Consumers Chatbots 104

Ecrion

JANUARY 28, 2020

AI Is Shaping Customer Service. In 2020, a growing number of companies will use this technology to empower customer service agents. Not too long ago, AI and chatbots, in particular, were perceived as a threat for customer service reps. Self-Service Is Gaining Momentum.

Communication 71

Communication Trends Self Service Chatbots 71

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. All research was carried out in February 2020.) To learn more and to drill down into the results download the full 2020 Digital CX Study here.

Self Service 79

Self Service Customer Service Social Media Study 79

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Solvvy

DECEMBER 17, 2019

Last week, Solvvy hosted a live webinar where Sophie Conti, CEO and Founder at Customer Service Lab and Jesse Holcomb, Senior Specialist of Scalability Solutions at SeatGeek, discussed innovative ways in which they have been able to implement a successful artificial intelligence strategy to improve customer experience. Watch Replay.

Self Service 62

Self Service Trends Effort Score Knowledge Base 62

TechSee

DECEMBER 16, 2021

Digital-first interactions Helping customers from afar is nothing new. According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely.

Call Center 124

Call Center Trends Self Service Contact Center 124

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. I like the idea of creating consent and data preference interactive tools, like self-service dashboards or proactive reminders to review data policies for customers.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. I like the idea of creating consent and data preference interactive tools, like self-service dashboards or proactive reminders to review data policies for customers.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. I like the idea of creating consent and data preference interactive tools, like self-service dashboards or proactive reminders to review data policies for customers.

Customer Experience 143

Customer Experience Self Service Data Connections 143

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

GlowTouch

APRIL 28, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 5 Key Customer Support Trends for 2020 and Beyond. We will discuss 5 key customer support trends that are sure to increase in popularity for the rest of 2020 — and for years to come. #1. More Face-to-Face Interactions.

Trends 52

Trends Self Service Social Media Call Center 52

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The digital transformation of customer support extends beyond the interaction between support agents and customers. AI Goes Internal.

Trends 78

Trends Self Service Contact Center Chatbots 78

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Chatbot usage has doubled since 2020 , and is currently estimated to be worth $641.1 Self-service option. Travel: 16%. Education: 14%. Healthcare: 10%. Finance: 5%.

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

TechSee

OCTOBER 16, 2018

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self Service 138

Self Service Chatbots Video Wireless 138

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed. Automated after-call work.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

TechSee

OCTOBER 2, 2018

In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities. Self-Service. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Self Service Innovation Trends 176

Lumoa

SEPTEMBER 30, 2022

It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient.

Banking 236

Banking Customer Experience Self Service Financial 236

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet. Register for your free pass now and join us November 17th.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. Reaching out to consumers this way is proactive customer service.

Customer Service Strategies 94

Customer Service Strategies Self Service Strategy Customer Service 94

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78