NICE inContact

APRIL 6, 2020

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. The days where a simple IVR system did the trick are long-gone.

Self Service 156

Self Service Call Center Technology Contact Center 156

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. The self-service enabled by chatbots can help your business by reducing support costs.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

InMoment XI

JANUARY 9, 2024

100% of B2B customers want self-service options for at least some parts of the buying process. Offer More Personalized Experiences In a world where consumers are bombarded by hundreds or even thousands of marketing and sales messages every day, personalization holds the key to standing out and cutting through the noise.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

DECEMBER 9, 2024

Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Check out our 2025 Consumer Trends Report for deeper insights and practical guidance on navigating the future of customer experience. Smart recommendations can turn these efforts positive.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches.

Self Service 109

Self Service Contact Center Customer Satisfaction Customers 109

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Consumer Behavior, Higher Expectations are Changing the Game. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Vonage

FEBRUARY 23, 2017

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

TechSee

DECEMBER 11, 2024

Prediction 3: Self-Service and Social Channels Will Overtake Traditional Models Forecast : Self-service bots and social media were expected to gain dominance, with younger demographics driving the shift towards digital-first support models.

Trends 109

Trends Self Service Omni-Channel Social Media 109

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.

B2B 314

B2B Customer Journeys How To Effort Score 314

Kayako

JULY 28, 2022

According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service? Should companies add more self-service channels?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Cyara

MAY 4, 2022

They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. In fact, 51 percent of businesses have integrated online and offline channels and embraced new channels for customer interactions.

Self Service 128

Self Service Consumers Meeting Customers 128

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. 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.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. Smart Scheduling with AI.

Self Service 207

Self Service Innovation Analytics Transportation 207

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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. 43% of all consumers would pay more for convenience, and 42% will pay for a friendly, welcoming experience.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

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 80

Self Service Customer Experience Banking Wait Times 80

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Now, 39% of modern consumers expect a reply within four hours. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

NICE inContact

DECEMBER 9, 2020

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

Contact Center 200

Contact Center Self Service Consumers Customer Service 200

ECXO

OCTOBER 30, 2024

By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.” Businesses should strive to educate their customers, offering resources that enhance their understanding of products and services. Fear, doubt, and disbelief.”

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Uniphore

JUNE 10, 2021

By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. 25% Lack of self-service options. Use Self-Service to Handle High Call Volume. As a result, our products and services have created more meaningful customer interactions worldwide.

Call Center 246

Call Center Self Service Contact Center eBook 246

QuestionPro Audience

JUNE 3, 2019

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Definition.

Consumers 191

Consumers Industry Self Service Advertising 191

Comm100

DECEMBER 7, 2022

With so many ways for chatbots to improve customer service, in this blog we’ll look at four of the most effective chatbot examples across multiple industries. Automate time-consuming & repetitive requests. Read the full story: Canadian Blood Services improves customer & agent experience with Comm100 AI Chatbot – Pt.

Chatbots 243

Chatbots Examples Self Service Customer Satisfaction 243

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. Gained self-service capability.

Case Study 287

Case Study Study Self Service Customer Service 287

Comm100

OCTOBER 10, 2022

We’ve seen in the first of our chatbot examples that chatbots can fully automate a large portion of common but time-consuming queries. With most queries handled by chatbot without a sacrifice to service quality, organizations can now introduce chatbots to offer 24/7 support for their most common requests. Offering 24/7 support.

Chatbots 258

Chatbots Self Service Examples Industry 258

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Self Service 96

Self Service Contact Center Virtual Agent Chatbots 96

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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

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. Online and Mobile Banking More customers prefer the self-service option of managing their finances on their own time.

Banking 195

Banking Customer Experience Effort Score Financial 195

Kayako

JANUARY 24, 2018

Consumers want a messaging experience over live chat. Self-service will become a form marketing. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this. ” Shep Hyken , customer service and experience expert and New York Times bestselling business author.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Kayako

APRIL 18, 2018

But this renewed interest in help centers and the job that they do is beneficial to both businesses and consumers. Companies are finally giving customers what they really want: fast, accessible self-service. Why design the best self-service pages? 7 Great Examples of Help Centers We Love.

Self Service 199

Self Service Examples Entertainment Consumers 199

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. Despite their best efforts, however, the number of consumers who complete the product registration process remains low.

Self Service 207

Self Service Consumers Analysis Brands 207

Kustomer

MARCH 24, 2022

Self-Service. These channel predictions from CX professionals are reflected in consumer survey data as well. They also have a much higher appetite for self-service and chatbots than older generations, with 77% of consumers under 25 saying that they find chatbots to be helpful. More Popular. Live chat.

Self Service 112

Self Service Consumers Chatbots Social Media 112