ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?

Self Service 52

Self Service Strategy Video Knowledge Base 52

Uniphore

JULY 21, 2021

. ‘Outside In’ Design Thinking Developing a great customer service solution starts at the design stage. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality. Ensuring customers can find your online self service tools is essential.

Self Service 130

Self Service Customer Service Management Contact Center 130

Uniphore

JUNE 7, 2021

Even in a world of self-service, great customer service matters, perhaps more now than ever. For example, in one recent case, a banking client of ours reduced errors per day from 4 to 0.5. It’s important to design the agent experience with the goal of making it so simple that it will also be instructive.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

ProProfs Chat

NOVEMBER 17, 2017

Customers will love it and you will learn what features you need to offer when you offer more self-service tech directly to your customers. Video can enable easier customer authentication, increased emotional connections to customers, provide insight into technical support challenges and allows for more interactive services.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. BOI Payment Acceptance ( BOIPA ) is a marketing alliance between Bank of Ireland and EVO Payments.

Self Service 78

Self Service Banking Chatbots Policies 78

Inbenta

FEBRUARY 27, 2020

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). Confidence: unlike the phone, emails offer a formal way of communication with a person or company, which gives the user confidence.

Self Service 75

Self Service Management Knowledge Base Contact Center 75

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing Self Service Financial 52

West Monroe

MAY 31, 2019

While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service. Customer Self-Service. Customer intake and on-boarding. Customer outreach and preventive interactions.

Banking 40

Banking Financial Self Service Contact Center 40

Customer Bliss

MARCH 30, 2017

When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The self-service kiosks they were rolling into restaurants. The bank would respond “OK, here are the steps and the timeline.”

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Upstream Works

MARCH 26, 2020

Video use case 2 – branch bank services. There are similar parallels here, especially for how banks are shifting to self-service, both in-branch and online. Upstream Works Video Engage provides a single-click user experience so it’s easy for everyone, regardless of technical ability.

Customer Care 78

Customer Care Video Healthcare Self Service 78

CSM Magazine

MAY 1, 2018

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences.

Banking 40

Banking Self Service Customer Experience Financial 40

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. Digital Disruption. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Inbenta

AUGUST 10, 2021

Imagine a bank that is offering clients the possibility to open a new bank account from the comfort of their homes through a chatbot interface. As much as the chatbot is able to provide a simple answer like “ Yes, I’ll be happy to do that for you ”, it probably won’t be able to actually open an account on the bank’s system on its own.

Chatbots 93

Chatbots Banking eBook Connections 93

SurveySparrow

SEPTEMBER 29, 2019

Our verdict: The engaging dashboards and the self-service analytics powered by a hybrid cloud platform provides you with a win-win situation, though the mobile navigation and filtering could do with some improvement. #2 The best part: The in-chip technology of the tool helps to quickly and seamlessly process your data, i.e ‘10x

Tools 73

Tools Self Service Analysis Analytics 73

COPC

APRIL 1, 2024

The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers. Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. Picture a customer engaging with a chatbot on a bank’s website.

Customer Experience 88

Customer Experience Contact Center Gamification Chatbots 88

Pointillist

MARCH 20, 2019

Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure. Systems that may need improvement include database management systems, CRM systems, analytics tools, and self-service applications among others.

ROI 59

ROI Customer Experience Self Service How To 59

Pointillist

NOVEMBER 18, 2021

A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45

CSM Magazine

OCTOBER 12, 2022

Personalization is the process of using data to customize the user experience, and it can be used to customize everything from the content that is displayed to providing personalized recommendations and creating a custom experience for each individual customer. Self-Service. Personalization.

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

Optimove

MAY 23, 2023

When it comes to player loyalty, user experience is everything. The battle for attention and engagement is fierce, and the last thing you want is for players to get lost in a maze of irrelevant content or experience the friction of searching for their preferred games or betting markets only to be passed from pillar to post.

e-support 52

e-support Self Service Financial User Experience 52

Circular Edge

DECEMBER 1, 2022

User Experience. Password Reset Self-Service. Consider All of a User’s Roles when Unmasking Bank Account Numbers. Logic Extensions: Call Directly from a Form Extension. Aggregation Support for Logic Extensions. Data Set Processing for Logic Extensions. Complex Queries to the E1 Database. Applications.

Self Service 52

Self Service Roadmap Tools Banking 52

CSM Magazine

AUGUST 26, 2019

Through EMAS, IDLive Face is now enabling self-service SIM registration for a major telecommunications service provider. With IDLive Face, Innov8tif now offers anti-spoofing measures that bolster existing security processes while simultaneously enhancing the user experience.

Telecommunications 40

Telecommunications Self Service e-support Banking 40

West Monroe

JANUARY 18, 2023

They release an early version of a product or service into the market and then gather user data to understand: Do people like it? Is anything creating friction within the user experience? Yes, the bank needs “product people” such as UX/UI experts (e.g., And it needs technologists (e.g.,

Banking 52

Banking Innovation Self Service Government 52

SurveySensum

AUGUST 14, 2023

Now if the support team does a comprehensive analysis of their website’s user experience instead of just focusing on individual experiences, they can make significant changes to the website’s layout, making it more user-friendly and intuitive. Wrapping Up!

Effort Score 52

Effort Score Customer Experience e-support Self Service 52

ShepHyken

APRIL 7, 2023

Regardless of the business size, offering an enhanced customer experience helps brands stay at the top of their game. You can respond to issues voiced often by your consumers by using your customer support knowledge base , self-service portals, or FAQ pages. Conduct qualitative market research.

How To 48

How To e-support Self Service Advertising 48

ProProfs Chat

DECEMBER 6, 2021

You can call or chat with the customer service and use its self-service knowledge base. Using its professionally built surveys and assessments, you can gather user experience insights and decipher responses with the help of powerful analytics. Template bank. Essentials plan $0.05/response/month.

Survey 52

Survey Analysis CRM Report 52

Helpware

AUGUST 13, 2018

The goal for this customer experience strategy is to make decisions simple for customers by providing control and clear programs or systems. Prioritizing customer success while utilizing self-service systems should be paramount when developing these types of programs. Commit To Transparency With Your Customers.

Examples 40

Examples Strategy Customer Experience Self Service 40

NobelBiz

FEBRUARY 22, 2023

The health crisis, which boosted demand in various areas including tourism and services (telecoms, insurance, and banking), also aided the development of asynchronous messaging. We’ve progressed to the point where the uses are getting more relevant and are no longer harming the user experience.

Customer Experience 52

Customer Experience Omni-Channel Net Promoter Score Multi-Channel 52

NobelBiz

FEBRUARY 22, 2023

The health crisis, which boosted demand in various areas including tourism and services (telecoms, insurance, and banking), also aided the development of asynchronous messaging. We’ve progressed to the point where the uses are getting more relevant and are no longer harming the user experience.

Customer Experience 52

Customer Experience Omni-Channel Net Promoter Score Multi-Channel 52

Pointillist

MARCH 20, 2020

Decrease Support Call Volume and Spend with Customer Journey Analytics A retail bank uses customer journey analytics to uncover the cause of new client service calls and increase operational efficiency. The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

CSM Magazine

MARCH 18, 2021

Not only in marketing and sales, but also in service. They want and need to digitize and automate more with meaningful self-service solutions. Glock: As customers, there are four hurdles that customer service has to overcome. creates superior user experiences and helps companies reduce support costs.

Customer Service 75

Customer Service Virtual Agent Contact Center Chatbots 75

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. 97 percent of consumers said that a bad buying experience will lead them to change their buying behavior, according to a recent Zendesk study. More often than not, chatbots aren’t good at answering users’ questions. Machine learning in self-service support.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

Inbenta

DECEMBER 28, 2024

DALLAS, TX November 26, 2024 Inbenta, a global leader in AI-powered customer experience and employee engagement solutions, is proud to announce a strategic partnership with ebankIT, a leading omnichannel digital banking platform provider.

Self Service 40

Self Service Banking e-support Omni-Channel 40

Bold360

NOVEMBER 21, 2016

The banking and financial industries are impacted because of more and more regulatory and compliance issues that affect all business processes and customer satisfaction. As a solution, many large banks are collaborating with FinTech firms. Initially customers wanted to talk, see, and meet who was providing a service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

West Monroe

JUNE 25, 2018

In an industry that is more than 40 years old and increasingly commodified, product is important, but the overall quality of the customer experience is driving the difference between one bank and the next. Only banks with operating models built around and for the customer will be able to excel, winning customers and market share.

Banking 40

Banking Self Service Contact Center Financial 40