Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. According to TSIA, customers prefer self-service to phone and email – and this gap is only continuing to grow.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Blake Morgan

JUNE 16, 2023

Every modern customer experience has some aspect of digital engagement. No matter what you’re selling or offering customers, digital is now a requirement, including e-commerce, apps, chatbots, immersive VR and AR, AI automation—the list goes on and on. One of customers’ top demands is self-service.

Self Service 59

Self Service Chatbots Contact Center Video 59

Comm100

FEBRUARY 22, 2018

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. What is a Chatbot Decision Tree?

Chatbots 166

Chatbots Customer Journeys Knowledge Base How To 166

Comm100

FEBRUARY 22, 2018

Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. What is a Chatbot Decision Tree?

Chatbots 122

Chatbots Customer Journeys Knowledge Base How To 122

Esteban Kolsky

FEBRUARY 15, 2018

We see a steady, but more marked lately, rise in self-service adoption. regardless of channel, triage via automated interactions is rising as the most common (over 50%) use of self-service adoption. The rise of chatbots, also in this chart, is not a separate story but complementary to this point.

Self Service 68

Self Service Customer Service Study Travel 68