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

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Automation is another tech lever: by automating routine updates, orders, or communications, companies reduce effort for customers. Common themes arising from surveys and interviews can highlight systemic issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. 100% of B2B customers want self-service options for at least some parts of the buying process.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Calabrio

MARCH 25, 2025

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. Channel preferences are evolving – omnichannel is key Customers arent only seeking fast experiences.

Contact Center 130

Contact Center Self Service Report Trends 130

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. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Calabrio

MARCH 25, 2025

Engaged agents are more likely to deliver exceptional customer service, leading to improved CSAT and FCR. Create team-building activities, implement recognition programs, and ensure open communication channels. Create and Develop a Knowledge Base Equip your agents with a comprehensive and easily accessible knowledge base.

Call Center 130

Call Center Measurement Self Service How To 130

TechSee

DECEMBER 11, 2024

Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. 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

Calabrio

MARCH 31, 2025

In essence, the generative aspect of GenAI is about making AI a creative partner, capable of better understanding and adapting to the nuances of human communication. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

CSM Magazine

MARCH 27, 2025

Strong client communication sits at the heart of every thriving business. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals. With digital exchanges taking over, finding ways to sharpen communication and build tighter bonds has never been more critical. Custom interfaces.

Communication 52

Communication Self Service Chatbots Wait Times 52

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Proactively communicate with customers. Modern bank branches are transforming into consultation hubs.

Banking 195

Banking Customer Experience Effort Score Financial 195

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 306

Contact Center Self Service Analytics Banking 306

ShepHyken

OCTOBER 21, 2024

How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations?

Self Service 82

Self Service Customer Experience Banking Wait Times 82

Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Kayako Benefits for Namecheap: Improved self-service knowledge base. Discover Kayako Single View.

Case Study 287

Case Study Study Self Service Customer Service 287

Retently

MARCH 11, 2025

Is there a product issue, a checkout frustration, or a service gap? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement. Step 4: The fix is communicated back to CX and Customer Support teams. Step 1: Are Customers Struggling with Self-Service?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. Leverage internal communications channels to convey the importance of CX across the company. As a result, it’s essential to harness the power of AI to improve customer service.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Comm100

FEBRUARY 11, 2025

They dont force you to call a single phone number during business hours; they offer live chat, AI chatbots tailored for higher education , mobile apps, and self-service portals. Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order?

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

Kayako

MAY 4, 2022

Are you ready to deliver Friction-Free Customer Service? Discover Kayako Self Service. Companies providing frictionless customer service can charge up to a 16% price premium on products and services. Poor self-service. Here are some warning signs of friction for your customer service reps.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

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. Wrap up.

Chatbots 243

Chatbots Examples Self Service Customer Satisfaction 243

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. To reduce the probability of your customers receiving such service, you need to log all customer problems and ensure their timely resolution.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

OCTOBER 10, 2022

Now five departments across the university use Comm100 Live Chat and Chatbot, and likely more to come.” – Lachlan Todd, Communications & Systems Coordinator, Thompson Rivers University. Providing a self-service option. While the use of chatbots for self-service is growing, there is still much room for improvement.

Chatbots 258

Chatbots Self Service Examples Industry 258

Vonage

DECEMBER 18, 2018

Frank Marzano, Manager, CS Operations at Vertafore, insurance software solutions provider for independent agencies and brokers, MGAs, and carriers, shared his personal story echoing the same concept of an emotional response to a service. Imagine a canceled flight, no communication, no apology and an earliest possible flight in three days.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

Comm100

FEBRUARY 6, 2023

More self-service choices for the savvy clients Your customers are different. In CX, self-service is the aspirational experience where service is provided to clients with no friction points along their journey. Self-service makes the CX experience more interactive for the users and can save you tons of money.

Financial 243

Financial Trends Self Service Customer Experience 243

ECXO

OCTOBER 30, 2024

Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. This level of personalization not only enhances the customer experience but also makes customers feel valued and understood, akin to Neo’s journey of self-discovery.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

OCTOBER 5, 2023

This approach proves incredibly beneficial for identifying recurring issues faced by your customers, escalating these concerns to your development team, and creating relevant self-service resources to empower customers in resolving problems independently.

Contact Center 364

Contact Center Self Service How To Call Center 364

CSM Magazine

FEBRUARY 6, 2025

For example, if your goal is to reduce churn by 10%, your roadmap might include enhancing your retention strategies by improving follow-up communication. Map the Customer Journey Understanding your customers full lifecycle with your business is key to identifying moments when great service can make a difference.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

eglobalis

MARCH 30, 2025

They redesigned their maintenance response and customer communication so that when a cell tower outage occurs, all affected high-value customers get an immediate SMS update and a timeline for fix. Additionally, utilities deploy AI chatbots and self-service tools to handle routine customer queries (billing, usage questions) instantly.

Survey 312

Survey Banking NPS Effort Score 312

Kayako

JUNE 9, 2022

Your customer’s journey usually includes a variety of channels and devices, especially when communicating with customer service. To deliver a truly personalized experience, you need to be able to effortlessly communicate across many channels, including chat, email, and social media. Personalized Experiences.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Calabrio

MARCH 5, 2025

First Response Time (FRT) , also sometimes known as first reply time , is a critical customer service metric that measures the average time it takes for a contact center team to provide an initial response to a customer’s inquiry, whether it’s through email, chat, social media, or any other communication channel.

Measurement 100

Measurement How To Self Service Contact Center 100

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. This leads to increased loyalty and positive word-of-mouth.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Comm100

MAY 7, 2024

By streamlining workflows, offering intuitive self-service, and automating repetitive tasks, businesses can reduce hurdles, creating a smoother journey and less frustration. By offering support across a range of channels, you can meet customers where they are while streamlining customer service.

Customer Service 233

Customer Service Strategy Self Service How To 233