BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Interactions

NOVEMBER 4, 2021

In a similar way, vendors have begun to market self-service as a catch-all phrase. . People can serve themselves through customer service transactions, instead of having to speak to a live agent. But as far as I’m concerned, just starting with self-service isn’t really self-service at all.

Self Service 62

Self Service Omni-Channel Hotels System 62

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

BlueOcean

MARCH 31, 2021

COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months. This inevitably translates to higher contact volume in the customer care realm.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Vonage

MARCH 26, 2018

Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . Self-service technologies provide customers with what they want while decreasing the business cost of providing one-to-one assistance delivered by a human.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

TechSee

JULY 31, 2019

An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications. Accuracy rates for object identification and classification have jumped from 50% to 99% in less than a decade and today’s systems are even more accurate than humans.

Self Service 149

Self Service Automotive Healthcare Retail 149

TechSee

JANUARY 29, 2019

These technologies can be implemented in assisted service mode – to route visual customer inquiries, interpret them and assist the agent with visual decision support tools – or in self-service mode – where the customers visually interact with bots that are able to visually guide them to self-resolution.

CRM 164

CRM Self Service Effort Score e-support 164

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Self-Service Metrics. Image Source: MindTouch.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality.

Contact Center 171

Contact Center Call Center Self Service Chatbots 171

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Software 52

Software Customer Service Self Service Omni-Channel 52

COPC

FEBRUARY 19, 2016

utilize multiple channels, including self-service options. Customers expect an effortless and seamless experience throughout their journey with your organization, with a convenient path to issue resolution. Yes, your self-service program relies on technology to deliver information to your customers.

Self Service 40

Self Service System Multi-Channel Contact Center 40

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

CSM Magazine

NOVEMBER 6, 2024

Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy. These programs also offer insights into customer behavior.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Customer Experience 145

Customer Experience Net Promoter Score Self Service Effort Score 145

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

CSM Magazine

MAY 2, 2019

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company.

Self Service 91

Self Service Customer Experience Management Knowledge Base 91

Interactions

JULY 29, 2021

What consumers want (and don’t want) in a customer service interaction. So what exactly do customers want? Customers recognize the benefits of self-service through automated systems. However, customers don’t want just any automation. Again, customers like speed and convenience.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. Let’s break down some of the factors to consider when scalability becomes a pressing issue. Looking for real-life examples?

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. “At ” You want too much quality time. .

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Relate by Zendesk) Customer service is weird.

Self Service 55

Self Service Customer Service Hospitality Survey 55

Interactions

OCTOBER 29, 2024

Interaction summarization: Gen AI can save precious agent minutes by generating call and text interaction notes that agents can then review for accuracy prior to submitting into their system. Ask: How do you enable customization and to make sure the system interacts with my customers in a way that reflects my brand?

Contact Center 62

Contact Center Self Service Social Media Analytics 62

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self Service 81

Self Service Omni-Channel Social Media Retail 81

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Biometric Verification. Continuous Feedback.

Technology 133

Technology How To Chatbots Self Service 133

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options. How Do IVR Systems Work?

System 52

System Self Service Call Center Wait Times 52

TechSee

AUGUST 6, 2020

Whether it’s a non-intuitive interface, disconnected systems, or numerous logins to manage, employees who find a technology cumbersome or time-consuming will not be quick to adopt it. Reducing customer effort. Zero-stress digital interactions enable customers to get remote support from a self-service portal or the company’s app.

Tools 109

Tools Self Service Leadership Video 109

ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.

Self Service 66

Self Service Trends Customer Service Chatbots 66

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Biometric Verification. Continuous Feedback.

Technology 124

Technology How To Chatbots Self Service 124

Answer Dash

JUNE 19, 2018

These inquiries generally fall into four major categories: Technical issues Order/billing questions Product questions Miscellaneous Online businesses today have tons of tools at their disposal to help them address these tickets and answer customer questions efficiently and effectively. The average service desk spends 68.5%

Self Service 69

Self Service Customer Satisfaction Software Customer Care 69

NICE inContact

JUNE 18, 2019

Digital customer service software, especially chatbots, enables brands to be available for customers at all times. Chatbots do just about everything that customers want. That’s why many customers are starting to demand them, along with other self-service options. 3) Check out chatbots.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

SaleMove

MARCH 12, 2021

In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. Those that embrace new technologies to enhance the customer experience often pull ahead exponentially, leaving those that stagnate to fall ever further behind.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97