Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. 100% of B2B customers want self-service options for at least some parts of the buying process.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. Chatbots take this self-service to another level.

Self Service 237

Self Service Customer Service Strategy Omni-Channel 237

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This can improve customer experience and reduce AHT.

Call Center 130

Call Center Measurement Self Service How To 130

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025.

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self Service 99

Self Service Net Promoter Score Chatbots Metrics 99

Team Support

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self Service 98

Self Service How To Knowledge Base Social Media 98

Comm100

MAY 7, 2024

Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data. By streamlining workflows, offering intuitive self-service, and automating repetitive tasks, businesses can reduce hurdles, creating a smoother journey and less frustration.

Customer Service 240

Customer Service Strategy Self Service How To 240

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

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. What is Customer Self-Service? Customer self-service provides customers with the ability to help themselves without having to connect to a human team member. Putting Self-Service Tools to Work.

Self Service 79

Self Service Tools Knowledge Base Chatbots 79

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

Comm100

MARCH 20, 2024

Learn how WCB Manitoba adopted Comm100 Live Chat to improve customer satisfaction in the video below: 1. 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens. You can read the full story here.

Government 244

Government Communication Self Service How To 244

Comm100

JANUARY 11, 2023

Other customer service automation may provide agents with AI tools to help them provide faster or more accurate support. In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. Travel: 16%. Education: 14%.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. That’s why we love this article from Salesforce. Read more here. Read more here.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

GetFeedback

APRIL 17, 2019

In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Followed by how you turn it around can make them reach out to your customer service instead. Creating a self-service customer portal helps to avoid such situations.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

FEBRUARY 6, 2023

In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Financial 245

Financial Trends Self Service Customer Experience 245

delighted

MAY 4, 2022

If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important? Customers prefer self-service solutions .

Self Service 82

Self Service Knowledge Base Abandon Rate Resources 82

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 180

Chatbots Self Service ROI Contact Center 180

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has some different ideas that are worth discussing with your team. Chatbots vs Knowledge Bases: Which One Is Better?

Self Service 135

Self Service Customer Service Customer Journeys B2B 135

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Month 6 Measure results via CSAT and NPS surveys.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

GetFeedback

MAY 7, 2019

Training your AI-powered chatbots for customer support. A smarter version to an online knowledge platform is AI-powered chatbots. Although many companies have started deploying chatbots as a customer service tool, not many of them solve customer issues effectively. About the guest author .

Knowledge Base 252

Knowledge Base Customer Experience Self Service Chatbots 252

Inbenta

OCTOBER 30, 2024

Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments. This trend underscores the need for effective self-service solutions to satisfy consumers’ growing appetite for autonomy and speed.

Self Service 52

Self Service Chatbots Omni-Channel Customer Satisfaction 52

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Across all companies, AI resolves 41.1%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment.

Survey 320

Survey Banking NPS Effort Score 320

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

ShepHyken

MARCH 11, 2025

About 10 years ago, I wrote a Forbes.com article when I learned that tucked away in the British Museum is an ancient complaint that dates back to 1750 B.C. What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating.

Customer Service 88

Customer Service Self Service Chatbots Customer Service Training 88

CSM Magazine

MARCH 27, 2025

Think personalized dashboards, slick chat setups, client portals, or even AI-driven assistants tools built to fit what clients actually need. This article dives into how custom interfaces reshape client communication, unpacking the perks, must-have features, rollout steps, and ways to tackle any hiccups along the way.

Communication 52

Communication Self Service Chatbots Wait Times 52

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Self Service 88

Self Service Customer Service Chatbots Customer Centricity 88

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Eptica

AUGUST 4, 2022

Date: Thursday, Août 4, 2022 Author: Laurianne Merour - Digital Marketing Manager Self-service : un atout indispensable pour les e-commerçants. Une des solutions réside dans la mise en place d'un self-service. C'est la capacité pour un client d’obtenir un service ou du support rapidement et sans effort.

Self Service 62

Self Service e-support Chatbots Interaction 62

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Self Service 88

Self Service Loyalty Programs Customer Service Airlines 88

InMoment XI

SEPTEMBER 26, 2024

Yet, many of these calls could have been deflected through other channels like self-service or automated solutions. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. How can you start to quantify this?

Call Center 195

Call Center Self Service Contact Center ROI 195

CSM Magazine

SEPTEMBER 26, 2023

LOOP’s prior chatbot) and reducing email support volume by 55% while delivering customer satisfaction on-par with human assistance. LOOP is taking that same disruptive approach to providing their customers with excellent customer service powered by the efficiency of AI so that LOOP’s customers benefit from better rates.

Self Service 64

Self Service Insurance Innovation Chatbots 64

CSM Magazine

MARCH 17, 2025

Prioritize Self-Service Options Implementing self-service tools, such as kiosks , online FAQ pages, or automated chatbots, is a cost-efficient way to empower customers while reducing dependence on staff. Why it works: Fewer people need to contact customer service when they can find answers themselves.

NPS 52

NPS Self Service Net Promoter Score e-support 52

Lumoa

SEPTEMBER 30, 2022

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. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions.

Banking 221

Banking Customer Experience Self Service Financial 221

CSM Magazine

NOVEMBER 15, 2024

Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience. It offers insights into article usage, helping you optimize your content to better serve your customers.

Knowledge Base 52

Knowledge Base Customer Service Self Service Chatbots 52