InMoment XI

OCTOBER 31, 2024

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. Consider including self-service options like chatbots for customers who don’t want to spend time with an agent.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

AWS Machine Learning

JANUARY 21, 2025

With its robust capabilities for ticketing, knowledge management, human resources (HR) services, and more, ServiceNow is already powering many enterprise service desks. Application Auto Scaling is enabled on AWS Lambda to automatically scale Lambda according to user interactions. Download a sample article.

Self Service 80

Self Service Knowledge Base Policies Conference 80

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self Service 125

Self Service ROI Analytics Customers 125

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. Low CES correlates with smoother interactions and higher satisfaction.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. They use machine learning to refine and prioritize answers based on relevance.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service. Published on: June 01, 2022.

Self Service 118

Self Service How To Interaction Strategy 118

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Companies usually collect feedback weeks or months after an interaction. financial institution, realized that surveying only a handful of customers left them in the dark about most interactions.

Survey 312

Survey Banking NPS Effort Score 312

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 76

Customer Service Self Service Social Media Contact Center 76

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones).

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Kayako

JULY 28, 2022

According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service? Are you ready to deliver Friction-Free Customer Service? So what is the answer?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Comm100

FEBRUARY 11, 2025

Admissions & Enrollment: Bureaucratic Bottlenecks For many students, their first real interaction with a university isnt in a classroom; its in the admissions process. Borrowing the Best CX Strategies from the Business World In the corporate world, companies obsess over seamless interactions, personalization, and proactive support.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

Helen Dewdney

MAY 23, 2022

Self-service checkouts have been with us at supermarkets for the past twenty years. She says “My local Tesco has inaccessible self-service tills with no staff which makes the shopping experience physically difficult and overwhelming.”. No customer should be excluded from any service that other people can use.

Self Service 85

Self Service Banking Retail Technology 85

Uniphore

DECEMBER 13, 2021

In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. Download The Article. To deliver both, retailers are increasingly turning to conversational AI and automation.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

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. Essentially, this looks at all the pieces of the customer experience puzzle that extend around and beyond the human-to-human interactions that take place. That’s why we love this article from Salesforce.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

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 226

Self Service Customer Service Strategy Omni-Channel 226

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self Service 85

Self Service Management Contact Center ROI 85

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

GetFeedback

DECEMBER 4, 2018

This means ensuring that the areas where your customers will first interact with support — typically self-service and in-app troubleshooting messages — are updated with the latest helpful information. Sometimes customers begin an interaction on live chat with too much anger to even hope for a positive resolution.

Self Service 259

Self Service Customer Service How To B2C 259

Comm100

MAY 7, 2024

Understanding the importance of streamlined customer service Streamlined customer service is more than just a buzzword—it’s a critical approach to meeting modern customer expectations. Personalized interactions based on customer data and insights strengthen connections and loyalty.

Customer Service 233

Customer Service Strategy Self Service How To 233

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 243

Financial Trends Self Service Customer Experience 243

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. Personalization and Customized Content AI’s ability to deliver tailored experiences has revolutionized how brands interact with customers.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

FEBRUARY 6, 2025

Growth & Innovation: By setting milestones, you can measure success and explore new opportunities for enhancing customer interactions. 6 Key Steps to Building a Customer Service Roadmap 1. Define Your Customer Service Vision What impression do you want customers to have after interacting with your business?

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

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

Calabrio

MARCH 4, 2025

This proliferation has fundamentally reshaped how we interact, not just in our personal lives, but also in the world of business and service. Whats perhaps most important, though, is that its also reshaped expectations for interactions. Agents see the complete interaction history, regardless of the channel.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Uniphore

JANUARY 21, 2022

These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. Conversational AI and automation can solve many self-service woes. Download the Article.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. What to do: Optimize your knowledge base for mobile, measure article helpfulness with knowledge base surveys , and create alerts when it’s time to refresh knowledge base content.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

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. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees. On average, AI-powered tools shorten customer interactions by 39%. Currently, 46.2%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

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

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Just add it to your survey, customize your question, and begin distributing CSAT surveys after support interactions.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ShepHyken

JULY 12, 2021

Each week I read many 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. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Pun intended!) That’s not good or bad.

Customer Service 132

Customer Service Self Service Retail Entertainment 132

CSM Magazine

SEPTEMBER 26, 2023

Quiq debuts the first AI Large Language Model Powered Assistant, propelling LOOP Auto Insurance to the forefront of customer service innovation with more personalized and efficient interactions. In the past, chatbots used rudimentary language understanding to map a customer’s question from an intent to a knowledge article.

Self Service 64

Self Service Insurance Innovation Chatbots 64