InMoment XI

DECEMBER 3, 2024

These activities help realize significant customer experience ROI , motivating organizations to continue evolving. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

TechSee

DECEMBER 11, 2024

However, the majority of brands made incremental improvements to their service experiences, integrating more AI into their chatbots and IVRs without yet making the jump to full-on transformation. With that said, bot-based self-service adoption varies widely across industries, with many industry lagging substantially behind the trend.

Trends 109

Trends Self Service Omni-Channel Social Media 109

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

TechSee

OCTOBER 10, 2024

Whereas basic agentic AI solutions may seem like a quick and easy win, these solutions struggle to deliver scalable automation and sustainable ROI impact. This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. This was where they expected to see the BIG ROI.

Self Service 109

Self Service ROI Chatbots Technology 109

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Self-service portals, mobile apps, and AI-driven chatbots can complement traditional account manager relationships.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

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

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Comm100

JANUARY 11, 2023

Other customer service automation may provide agents with AI tools to help them provide faster or more accurate support. In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. Travel: 16%. Education: 14%.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. However, aside from short term ROI, improving your call center customer experience strategy requires careful consideration for the long term as well. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Yet, many of these calls could have been deflected through other channels like self-service or automated solutions. Customers don’t want to call; they want quick and easy solutions.

Call Center 195

Call Center Self Service Contact Center ROI 195

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation.

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

TechSee

OCTOBER 16, 2018

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self Service 138

Self Service Wireless Chatbots Video 138

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service. Use visual data to enhance self-service with context & customization. per contact.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Comm100

FEBRUARY 5, 2018

Live Chat Software. Self Service Software. These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. Why Is Customer Engagement Software Important. CRM Software. Social Media Software.

Social Media 170

Social Media CRM Self Service Software 170

Inbenta

MARCH 6, 2020

They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results. Therefore, we have gathered the top 10 key metrics to monitor when measuring your chatbot’s performance. Identify the key metric for your AI chatbot. Duration of calls generated by the chatbot (via web-callback).

Chatbots 106

Chatbots Metrics Self Service Abandon Rate 106

NICE inContact

JUNE 28, 2019

It’s about knowing what channels your customers need and what type of service they want. Self-service options: 81% of customers want the option of trying self-service before they contact support Personalization: 69% of customers say that personalized customer service influences their loyalty.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

Calabrio

MARCH 4, 2025

Cost Savings + Increased Revenue = Greater ROI While the initial investment in software and implementation might seem daunting, an omnichannel approach to customer service can bring an incredible return on investment. By operating more efficiently and increasing overall productivity , organizations can reduce costs.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Comm100

JUNE 13, 2018

Recommended for you: Top 10 Live Chat Benefits You Have to Know. Live chat also increases sales. A study by the American Marketing Association shows that live chat can increase conversions by at least 20 percent and that the typical ROI rate from paid live chat software for sales teams is about 300 percent.

Tips 185

Tips Self Service e-support Social Media 185

DCX

APRIL 1, 2025

Use it to: Design interactions customers actually want to repeat Reduce time-to-resolution Scale self-service without sacrificing quality These tools empower you to: Pinpoint where you’re going wrong. S - Self-Service Option Could this interaction be transformed into an effective self-service option?

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

Inbenta

OCTOBER 30, 2024

Offered externally as a self-service portal (such as FAQs), a KMS lets customers help themselves when they need assistance with simple issues instead of requiring them to contact a support team. It lowers support costs through self-service and addresses documentation gaps and knowledge silos.

Self Service 52

Self Service Chatbots System Training 52

Interactions

OCTOBER 23, 2024

According to a Google survey from earlier this year, 59% of retailers are interested in using Generative AI specifically to streamline customer service and 38% want to use it to support employees with better knowledge. Whenever possible, we meet with clients weekly.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . When implementing a self-service tool, most businesses expect short to mid-term results. Some companies have started to tackle this issue by choosing chatbots that rely on semantic logic.

Self Service 98

Self Service Chatbots eBook Training 98

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. Gives customers a self-service option. Some people simply prefer self-service.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. Stage 3: Visual Self-Service. Stage 1: Live Visual Assistance.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Comm100

NOVEMBER 13, 2022

67% of consumers used social media for service-related needs in 2020, and this is growing. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Connecting your digital channels into one platform leads to improved efficiency, CX, and ROI.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

TechSee

AUGUST 26, 2020

Improve self-service offerings. Self-service represents a massive win for both customers and employees, but it must be done right. With an MX approach, customers have the choice of accessing self-service options via the company’s website, mobile app, social app, IVR system, or voice-activated assistant.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Inbenta

AUGUST 23, 2024

At the same time, 54% of support teams are using some form of chatbot, virtual customer assistant or other conversational AI platform for customer-facing applications, according to Gartner. The research firm predicts that, by 2027, chatbots will become the main customer service channel for about a quarter of all organizations.

Chatbots 52

Chatbots Self Service Poor Customer Service ROI 52

TechSee

JANUARY 18, 2018

Self-installation delivers ROI while smoothing the path to IoT adoption. Self-installation has emerged as a viable solution for both enterprises and consumers — providing self-reliance and flexibility to the consumer, and scalability and profitability for businesses.

Self Service 95

Self Service Customer Service Company Infographics 95

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before. What is a Next-Gen Chatbot? Next-gen chatbots provide 24/7 customer support.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

Kayako

AUGUST 19, 2022

In customer service, companies can now optimize context for platforms and technology to serve the customer, from self-service help options to chat to live calls. Customer service reps need a complete view of the customer journey to deliver solutions quickly. ROI on Context – Is It Worth It?

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

TechSee

MARCH 24, 2021

In many cases, these are repetitive tasks that customers can achieve in self-service without involving a live rep at all, such as warranty verification, returns, product registration, and installation. If more help is needed, a warm transfer can allow a remote agent to access the visuals and pick up the case immediately.

Self Service 109

Self Service ROI Touchpoint Engagement 109