InMoment XI

JANUARY 9, 2024

100% of B2B customers want self-service options for at least some parts of the buying process. Provide Self-Service Options With research showing that B2B customers want self-service options for parts of the buying process, it’s essential for your organization to explore and invest in self-service technologies.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

DECEMBER 3, 2024

As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/28/2024. Accessed 11/28/2024. References Zendesk.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

ShepHyken

DECEMBER 9, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones. CX Predictions for 2024: What Came True?

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

ShepHyken

DECEMBER 22, 2024

My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

Gainsight

NOVEMBER 13, 2024

Welcome to the first day of Pulse Europe 2024 , Gainsight’s annual conference held at the beautiful RAI Amsterdam. Check out the 2024 Gartner Magic Quadrant for Customer Success Platforms. The post Pulse Europe 2024 Day 1 Recap: A Journey Into the Future of Customer Success appeared first on Gainsight Software.

Customer Success 52

Customer Success Self Service Conference Connections 52

Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. In 2024, advancements in technology further empowered marketers to deliver real-time, personalized, and relevant marketing at scale. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

InMoment XI

OCTOBER 8, 2024

Offer Self-Service Options 79% of consumers expect organizations to provide self-service tools, and 77% view organizations more positively when they do. By offering self-service options, you can help customers save time while simultaneously reducing the pressure on support teams. Accessed 9/13/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Gainsight

NOVEMBER 18, 2024

Community offers customers a self-service hub and allows organizations to tap into the wisdom of the crowd, as peers collaboratively solve problems and discover new use cases and features. It’s a powerful self-service strategy that provides a way for customers to get help without consuming internal resource.

Self Service 40

Self Service Customer Retention B2B Report 40

Calabrio

MARCH 5, 2025

However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. Continuous Learning: Implement a continuous learning program to keep agents up to date on new products, services, and best practices. Empower customers with self-service to reduce contact volume.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

ShepHyken

DECEMBER 29, 2024

The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). What Is Social Listening?

Customer Service 73

Customer Service Self Service Connections Social Media 73

Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Empowering customers and reducing cost to serve through self-service education strategies. The post Celebrating Our 2024 Pulse Europe GameChanger Award Winners! Well done, Jason! The answer?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

ShepHyken

NOVEMBER 14, 2024

planning to implement them in 2024. Content generation for customer self-service, with 51.7% Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities. Agent attrition jumped from 21.8% in 2022 to 28.1% in 2023, with a projected increase to 31.2% Currently, 34.3%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

TechSee

NOVEMBER 11, 2019

billion market by 2024. That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Self Service 138

Self Service Technology Wireless eBook 138

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self Service 109

Self Service Customer Service Representative Contact Center Customer Satisfaction 109

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

DCX

DECEMBER 22, 2024

Wherever you are in your CX leadership career, these conferences offer the opportunity to stay ahead in a fast-changing industry.

Retail 52

Retail Self Service Tips Customer Centricity 52

InMoment XI

SEPTEMBER 17, 2024

Customer Empowerment Give customers the ability to manage their journey by offering self-service options and transparent processes. This can be done by creating easy self-service options and being readily available through support channels in case they have any questions or concerns. Accessed 9/3/2024.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Gainsight

JANUARY 10, 2025

However, the 2024 CS Index revealed that AI has become essential. The adoption of digital tools to deliver customer success continues to grow, including online customer communities and self-service portals , which surged from 42% last year to 73% this year. Lets examine the key trends that will define the future of CS in 2025.

Trends 52

Trends Report Self Service B2B 52

Gainsight

OCTOBER 3, 2024

That’s why the shift toward self-service solutions is not just this quarter’s buzzword—it’s a critical necessity. But how do you know when it’s the right time for your organization to adopt self-service tools and solutions? Here’s how to turn self-service into a key asset for your organization: 1.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Gainsight

OCTOBER 3, 2024

That’s why the shift toward self-service solutions is not just this quarter’s buzzword—it’s a critical necessity. But how do you know when it’s the right time for your organization to adopt self-service tools and solutions? Here’s how to turn self-service into a key asset for your organization: 1.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

CSM Magazine

DECEMBER 16, 2024

Gartner made additional predictions about customer service trends leading up to 2028: By 2028, 70% of service interactions will start and finish within third-party virtual assistants on mobile devices. A 2024 Gartner survey found that 45% of respondents use generative AI at home, work, or both.

Self Service 52

Self Service Omni-Channel System Interaction 52

InMoment XI

JULY 25, 2024

Similarly, your contact center experience could be improved by offering robust self-service options like FAQs, chatbots, and online knowledge bases, which enable customers to resolve issues independently when possible. link] Accessed 7/22/2024. Customer experience in the new reality. ([link] Accessed 7/22/2024.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

MAY 30, 2024

REPORT InMoment Named a Leader in The Forrester Wave : Text Mining And Analytics Platforms, Q2 2024 InMoment has been named a Leader in the Forrester Text Mining and Analytics Platforms Wave, Q2 2024!

Analysis 195

Analysis Software Self Service Social Media 195

TechSee

NOVEMBER 26, 2019

Consumers’ growing demand for visual self-service. Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation. billion by 2024.

Self Service 104

Self Service Consumers Survey Contact Center 104

AWS Machine Learning

APRIL 1, 2025

Since the general availability of App Studio in November 2024, customers across diverse industries have adopted it to build scalable, enterprise-grade applications, transforming their development processes and accelerating time-to-market.

Self Service 89

Self Service Travel Innovation Exercises 89

TechSee

JUNE 25, 2024

Similarly, this AI technology can automate AR user guidance, improving self-service containment and self-setup success rates. This enables VI models to perform visual diagnostics for troubleshooting.

Self Service 124

Self Service Analysis Training Insurance 124

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. Making it Personal Data is Your Magic Wand : Personalization is no longer just a nice-to-have; it’s a must.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

ShepHyken

FEBRUARY 12, 2024

Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect.

Self Service 155

Self Service Contact Center Customer Service Representative Healthcare 155

TechSee

JULY 31, 2019

billion by 2024, representing a CAGR of 7.8%. When a customer reaches out to a company with a technical or service issue, Computer Vision can effectively route the case to the relevant agent, and help the employee diagnose and resolve the problem much faster than if they were relying on voice or text alone. billion in 2019 to USD 17.4

Self Service 149

Self Service Automotive Healthcare Retail 149

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

CSM Magazine

NOVEMBER 26, 2024

As reported in Ofwat’s draft determinations for 2024 price review, water companies will be faced with both rewards and penalties to drive a step change in performance. For example, many customers searching for support will begin this journey on the web, often opting for self-service where possible.

Customer Centricity 52

Customer Centricity Technology Self Service Customer Journeys 52