Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. Published on: October 13, 2020. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency?

Self Service 92

Self Service Customer Satisfaction Resources Consumers 92

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? So what is the answer?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

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 eBook 246

Kayako

MAY 4, 2022

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services. What does a good customer service experience mean to the customer? Feeling lost.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

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

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

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 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Published on: April 01, 2020. Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. Published on: October 13, 2020. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency?

Self Service 63

Self Service Customer Satisfaction Resources Consumers 63

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

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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 100

Self Service Virtual Agent Connections Transportation 100

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

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

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. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

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

Calabrio

FEBRUARY 24, 2020

Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, informed, human-centric experience. Evolved self-management possibilities offer the team a greater voice, more flexibility and instant answers, while at the same time streamlining service operations.

Self Service 32

Self Service Engagement Management Contact Center 32

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

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. Self-servicing for shift preferences, overtime or time-off is nothing new. As Head of Workforce Planning for one of the U.S.’s

Contact Center 243

Contact Center Self Service Meeting Training 243

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 Wireless Video 138

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

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

OCTOBER 31, 2018

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. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Industry 100

Industry Telecommunications Trends Self Service 100

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

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Ecrion

AUGUST 20, 2020

Self-Service | 5. When it comes to trends that will take over in 2020, it’s all about enhancing the digital customer experience, but CX in the digital era is something that is continuously evolving. Since the stakes are higher than ever, it pays to know the digital customer experience trends for 2020. Training | 9.

Trends 98

Trends Self Service Customer Experience Chatbots 98

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 221

Banking Customer Experience Self Service Financial 221

SurveySparrow

FEBRUARY 20, 2020

When that’s the case, you’ll need skilled employees, proper strategies and a robust customer service software to level up your game. 10 Best Customer Service Software in 2020. If you were to google customer service tools, then you will find tons of them in your search results with similar features. Hubspot Service Hub.

Software 96

Software Self Service Customer Service Multi-Channel 96

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

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

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

SEPTEMBER 24, 2019

Inconsistent interactions confuse customers and can damage the brand’s reputation. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. It means making the customer feel confident that they will get what they expect during every interaction. Will Sam be back?

Self Service 150

Self Service Strategy Customer Experience Hotels 150

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service. More than ever, empathy is at the root of a successful human-to-human interaction. We found a whopping 96.2% The word for 2021 will be empathy.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

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

BlueOcean

JANUARY 6, 2020

As long as there’s responsive feedback (more on this below) and eventual resolution, they’re happy no matter which channels they interact with. Companies started adding self-service channels into the mix over the last decade with the belief that it would be cheaper – and that’s true. Interaction and care.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. That’s not surprising given that sales teams have been unable to physically interact with the potential clients at this point.

Strategy 157

Strategy Self Service Customer Journeys B2B 157