Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
ECXO
NOVEMBER 26, 2024
Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Spoiler alert—probably not.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
DECEMBER 6, 2024
Some organizations may prefer fully entrusting their CX operations to an external partner and leveraging a full-service solution’s expertise and comprehensive support. What Is a Self-Service Customer Experience Solution? Self-Serve v. Of course, there is a gray area between the two categories.
Win the Customer
JANUARY 9, 2025
This is where customer self-service comes in. AI plays a crucial role in enabling effective customer self-service. Here’s how product managers can use AI to build products that drive customer self-service: 1.
Speaker: Brian Morin & Helena Chen from SmartAction
However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers. 2021 has not shaped up to be the live agent apocalypse predicted 5 years ago.
InMoment XI
MAY 3, 2023
When it comes to what type of CX solution you want to implement, there are two options to choose from: a full-service program or a self-service program. What Is a Full Service CX Solution? What Is a Self-Service CX Solution? Self-Service v.
BlueOcean
APRIL 1, 2025
It’s about creating a seamless experience where technology handles what it does best, allowing human agents to focus on complex problems and emotional connections. The most successful implementations will be those that use AI to enhance human capabilities, not replace them.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Expert insights. Personalized for you.
275 
Let's personalize your content