InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. Invest in self-service options to enable customers to find answers faster if they are experiencing a basic issue.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Gainsight

DECEMBER 18, 2024

For every business today, the question isn’t merely about providing answers; its about creating an empowering self-service experience that propels customers toward achieving their goalswithout leaning on your team at every turn.

Self Service 52

Self Service Trends Chatbots Resources 52

Calabrio

MARCH 18, 2025

This leads to low bot adoption rates, high operational costs, and customer frustration defeating the purpose of self-service automation. There are proven strategies to turn frustration into chatbot adoption and self-service success. If your chatbot isnt delivering the results you expected, youre not alone.

Chatbots 147

Chatbots Self Service Contact Center Analytics 147

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Customers who feel valued are more inclined to renew policies and become loyal brand advocates. Quick, transparent, and efficient services reduce frustration and improve the customer journey. It boosts the insurer’s brand reputation.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Gainsight

OCTOBER 24, 2024

The answer is digital self-service for your customers. Let’s talk about how to get started: Start with Universal Customer Experiences Digital self-service is not a replacement for customer success functions. But there are universal customer experiences that can be optimized for efficiency with digital self-service.

Self Service 52

Self Service Strategy Course Training 52

InMoment XI

JANUARY 9, 2024

B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service. Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Key takeaway: Brands that support well-being , inclusion, and individuality will forge stronger connections and resilience in their CX strategies.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Calabrio

MARCH 25, 2025

Customers e xpect mo re p ersonalization, s peed, and 24/7 a vailability Customers continue to expect more from the brands they do business with. , Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals.

Contact Center 130

Contact Center Self Service Report Trends 130

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

OCTOBER 27, 2024

A high CES often correlates with increased churn, as customers may leave if they find a product or service difficult to use. Businesses need to complement these metrics with qualitative feedback, such as customer surveys or direct conversations, to uncover deeper insights into customer satisfaction and emotional connection with the brand.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. With agents themselves, its no different.

Call Center 130

Call Center Measurement Self Service How To 130

TechSee

DECEMBER 11, 2024

For early adopters and innovation forward enterprises, Generative AI became integral to the customer service experience, helping brands create dynamic content and recommendations tailored to individual customers and their specific needs.

Trends 109

Trends Self Service Omni-Channel Social Media 109

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. During challenging times, customers appreciate brands that provide assistance and support when needed. To access all the key drivers of NPS and discover who the leading brands are in the UK, download your copy of the report findings here.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Help Scout

JULY 29, 2021

Nike’s FAQ uses language that resonates with its audience Nike’s FAQ does a great job of representing its brand: . It’s essential to ensure that your FAQ reflect the tone and design of your brand; otherwise, your customers will feel alienated. This FAQ example is so brilliant because it aligns with the tone of the brand.

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Effort Score Financial 195

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. Why do people prefer self-service? Are you ready to deliver Friction-Free Customer Service?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors?

Contact Center 90

Contact Center Self Service Return on Investment Knowledge Base 90

Comm100

FEBRUARY 11, 2025

Much like the worlds leading brands, universities must rethink the student journey, applying lessons from customer-centric companies that excel at personalization, responsiveness, and proactive support. Probably never, because self-service tools make it easy to get answers without waiting on hold.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

InMoment XI

OCTOBER 5, 2023

That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and works for your customers. However, building an effective, consistent contact center experiences can be overwhelming.

Contact Center 364

Contact Center Self Service How To Call Center 364

ECXO

OCTOBER 30, 2024

For customers, the experiences they encounter with a brand can often feel like a curated reality, shaped by marketing messages and brand narratives. Customers are increasingly savvy and can detect when a brand is not genuine. Customers today expect brands to understand their preferences, behaviors, and needs.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Discover Kayako Single View. Streamlined ticket management.

Case Study 287

Case Study Study Self Service Customer Service 287

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We discuss two such use cases in this section. Rich responses create engaging experiences.

Self Service 125

Self Service Contact Center Multi-Channel Knowledge Base 125

Kayako

MAY 4, 2022

Are you ready to deliver Friction-Free Customer Service? Discover Kayako Self Service. On the flip side, IBM studies show that posts from happy customers sharing their CX experience on social media are more influential for brand reputation than paid advertising. Poor self-service. Feeling lost.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Not only does Mr. Jones not have to repeat himself, but the insurer is already two steps ahead.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Calabrio

FEBRUARY 26, 2025

Discover how Calabrios workforce solutions can help you reduce attrition, enhance employee engagement, and improve customer satisfaction.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center.

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

MARCH 11, 2025

Elevated Customer Experience – AI delivers precise, personalized support, improving satisfaction and brand loyalty. Use Case Example: A leading security provider deployed Sophie AI’s Agent Assist with visual AI capabilities to save hundreds of thousands of dollars in service overhead in the first month alone.

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

Comm100

FEBRUARY 6, 2023

According to research compiled by CXINDEX , 86% of customers are willing to pay extra for a better customer experience, and 64% will recommend your brand if you offer an amazing experience. Customers typically engage with your brand on different touchpoints. Another way to humanize your institution is to build a brand image.

Financial 243

Financial Trends Self Service Customer Experience 243

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

Survey 312

Survey Banking NPS Effort Score 312

ECXO

FEBRUARY 10, 2025

It also applies to how customers experience your brand. What one customer sees as a friendly, energetic service, another might see as aggressive and overbearing. Offer Multiple Service Styles Some customers want personal interaction, while others want a fast self-service option. Offer both.

Customer Experience 173

Customer Experience Self Service Social Media Customer Expectations 173

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Self Service 226

Self Service Customer Service Strategy Omni-Channel 226

Comm100

DECEMBER 7, 2022

Read the full story: Canadian Blood Services improves customer & agent experience with Comm100 AI Chatbot – Pt. Offer self-service to increase support capacity. One survey found that 70% of customers now expect a self-service portal or content from companies.

Chatbots 243

Chatbots Examples Self Service Customer Satisfaction 243