Help Scout

JULY 29, 2021

Internal FAQ and documentation can be similarly helpful in understanding the trends within your customer base. After all, your customer-facing teams are going to be looking for what customers ask about most. If you already have an FAQ page, start to track which content is most popular with or most viewed by your users.

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

Kayako

APRIL 12, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. 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.

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? CES (Customer Effort Score) : How easy was it to solve your problem? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement. Step 1: Are Customers Struggling with Self-Service?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. In telecom, millions of subscribers generate constant data about network usage and service interactions.

Survey 320

Survey Banking NPS Effort Score 320

Team Support

APRIL 12, 2024

Empowering customers to find answers to their questions independently can lead to quicker resolutions, and establish a deeper understanding of customer needs. Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand.

Self Service 52

Self Service Knowledge Base Resources Customers 52

ViiBE Blog

SEPTEMBER 29, 2023

That is why self-service was invented. In this article, we will introduce the strategies that can help improve it and facilitate the way your customers solve emerging problems with as little time as possible. What is customer self-service? Does it mean that a company does not need customer support?

Self Service 52

Self Service Strategy Video Knowledge Base 52

ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?

Self Service 52

Self Service Strategy Video Knowledge Base 52

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. Agent Assists There will always be some calls or chats that reach a live agent, whether due to customer insistence or an atypically complex issue. Interactions IVA eases these exchanges in several ways.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. .

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

Kayako

MARCH 9, 2017

“It has given me an edge when interacting with some really unhappy or difficult customers. Amaninder Singh, Customer Support Advocate. Creating self-service documentation. Actively creating or managing support documentation for your company can have a big impact on your career as a customer support agent.

Self Service 178

Self Service Customer Service Roadmap Customers 178

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Companies that digitize their customer support and order processing can significantly reduce friction, offering self-service solutions that empower customers to manage their needs.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

Gainsight

OCTOBER 3, 2024

As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable. That’s why the shift toward self-service solutions is not just this quarter’s buzzword—it’s a critical necessity. Let’s dive in.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Gainsight

OCTOBER 3, 2024

As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable. That’s why the shift toward self-service solutions is not just this quarter’s buzzword—it’s a critical necessity. Let’s dive in.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

CSM Magazine

NOVEMBER 27, 2024

What do you think makes the difference between a loyal customer base and a one-time transaction? Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. Think we’re exaggerating?

Self Service 52

Self Service Customer Service e-support How To 52

CSM Magazine

DECEMBER 10, 2024

Additionally, having a well-trained team ready to assist across all channels can help streamline the support process, reducing response time and improving customer satisfaction. This documentation should be easy to navigate and accessible on all devices, ensuring customers can find the information they need quickly and without frustration.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

NICE inContact

JANUARY 24, 2019

Behavioral routing matches callers and agents based on customer communication style, enabling a better customer experience, and increased agent productivity and satisfaction. . Invest in self-service capabilities so customers can get the answers they need without the assistance of a live agent.

Self Service 152

Self Service Contact Center e-support Call Center 152

Kayako

MARCH 16, 2017

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. “Most customers want to be able to self-serve.

Knowledge Base 95

Knowledge Base Self Service Guidelines Software 95

Help Scout

JUNE 8, 2021

Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option. Are not popular with customers.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base.

Industry 100

Industry Telecommunications Trends Self Service 100

Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Self Service 125

Self Service Multi-Channel Software Social Media 125

Comm100

FEBRUARY 9, 2018

Banks have also come up with simple yet effective ways of offering self-service to customers. Bank, which uses self-service solutions to simplify banking for their customers and to avoid long queues. Example 6: Exacq — Use a UI Design That Your Customer Base Will Already Be Familiar With.

Knowledge Base 131

Knowledge Base Examples Self Service Tips 131

ShepHyken

DECEMBER 29, 2024

The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). What Is Social Listening?

Customer Service 74

Customer Service Self Service Connections Social Media 74

Comm100

JUNE 13, 2018

This helps increase buyer confidence, and push customers through checkout faster. Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Enable and Encourage Self-Service. It’s All About Shipping.

Tips 185

Tips Self Service e-support Social Media 185

Kayako

NOVEMBER 30, 2018

Since all of your touchpoints are in one place, your team can be more accessible to customers across support channels, from phone to live chat to Twitter. Most help desks also give you the opportunity to build up self-service customer support tools, like a knowledge base and FAQ page.

Software 120

Software Self Service Multi-Channel How To 120

CSM Magazine

DECEMBER 4, 2024

Create an Intuitive Self-Service Portal Gamers appreciate the ability to fix common issues independently. An online self-service portal can include: A detailed FAQ covering questions about skin purchases, trades, or refunds. Tutorials on managing accounts or activating skins.

Customer Service 52

Customer Service Self Service How To Policies 52

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Retently

MARCH 17, 2025

Key Metrics to Include: Retention & Churn Trends : Are customers staying longer or leaving faster than in previous quarters? Customer Complaint Patterns : Which issues have been escalating or improving over time? Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume?

Report 90

Report How To Effort Score NPS 90

InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

CSM Magazine

MARCH 24, 2022

According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience.

Retail 119

Retail Self Service Customer Experience How To 119

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Delays frustrate customers and negatively impact satisfaction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Kustomer

OCTOBER 20, 2022

Have Robust Self-Service Tools in Place for Customers. Once you have evaluated customer feedback and analyzed sentiment data, your next step in implementing proactive support should be creating a wealth of self-service tools that allow customers to solve issues on their own with no agent involvement.

Self Service 85

Self Service Knowledge Base Chatbots Consumers 85

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Is your company well-positioned to address the ever-increasing expectations of your evolving customer base? The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Comm100

FEBRUARY 10, 2022

Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step. Create self-service portals. Take a look at Airbnb’s self-service portal to inspire your own.

Self Service 130

Self Service Customer Service Strategy How To 130

Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Their technology transforms how their customers do business, turning uncertainty into opportunity. Empowering customers and reducing cost to serve through self-service education strategies.

Self Service 52

Self Service Effort Score Hospitality Innovation 52

ShepHyken

MARCH 12, 2021

All communication must, instead, take place digitally––even self-service. It has a lot to do in the B2B landscape as well as it connects business with customers in the era of social distancing. Your leads and customers have become totally comfortable with remote buying and self-service for support requests.

Strategy 154

Strategy Self Service Customer Journeys B2B 154