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

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

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

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

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

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

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. Personalized training, interactive demos, and seamless onboarding processes all contribute to shortening TTV.

Metrics 306

Metrics Customer Success Effort Score Self Service 306

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

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 196

Self Service Customer Service Strategy Omni-Channel 196

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

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

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

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 224

Financial Trends Self Service Customer Experience 224

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

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 205

Customer Service Strategy Self Service How To 205

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 297

B2B Strategy Customer Experience Customer Journeys 297

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

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 137

Customer Service Self Service Retail Entertainment 137

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

Team Support

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Self Service 52

Self Service Software Knowledge Base Chatbots 52

ShepHyken

AUGUST 11, 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. It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

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

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 201

B2B Customer Experience Self Service e-support 201

InMoment XI

APRIL 5, 2022

Employee and Customer Experience Trend #2: Focus on Both Digital and In-Person Interactions to Serve All Customers. We’ve all seen the articles claiming that the “in-branch experience is dead,” but that couldn’t be further from the truth. Employee and Customer Experience Trend #3: How to Optimize Talent Acquisition for Gen Z.

Banking 221

Banking Trends Customer Experience Self Service 221

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

NICE inContact

NOVEMBER 15, 2019

For even more in-depth tips and trends, check out this ICMI article . To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Deliver convenience with self-service & skilled agents. Convenience is a key differentiator this season.

Contact Center 136

Contact Center Self Service Tips Omni-Channel 136

GetFeedback

AUGUST 24, 2018

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. When self-service content is easy to discover and navigate, businesses not only see higher customer satisfaction rates , but they reduce support costs because customers can help themselves. The Final Word.

Knowledge Base 170

Knowledge Base Customer Centricity Self Service Comparison 170

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. You need to understand the most important touchpoints and interactions.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Some companies are automating their customer service process, which includes self-service channels. Many customers want and need to have an interaction with employees.

Customer relationships 167

Customer relationships Self Service Customer Service Training Customers 167

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

ShepHyken

MARCH 10, 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 start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem.

Self Service 88

Self Service Customer Service Airlines Touchpoint 88

TechSee

JULY 9, 2019

In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. By avoiding these errors, businesses can drive the shift towards frictionless interactions and enhance the overall customer experience. Shoddy self-service. Faulty UI/UX.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. 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. Consumer interactions have changed as well.

Strategy 157

Strategy Self Service Customer Journeys B2B 157