InMoment XI

JANUARY 9, 2024

100% of B2B customers want self-service options for at least some parts of the buying process. 52% of B2B buyers say the buying cycle for new purchases has gotten longer, proving that the B2B customer experience journey is more non-linear than ever. 022 B2B Buying Disconnect: The Age of the Self-Serve Buyer” ( [link] ).

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Calabrio

MARCH 25, 2025

This involves a deep dive into how agents represent your brand, their proficiency in delivering accurate and timely information, their problem-solving capabilities, and their professional demeanor throughout each customer engagement.

Call Center 130

Call Center Measurement Self Service How To 130

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? So what is the answer?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. When integrated properly, these tools can free up agents for more efficient use of their time, and impart an optimal 24/7 brand experience for the customer. What is Customer Self-Service? FAQ Web Pages.

Self Service 79

Self Service Tools Knowledge Base Chatbots 79

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

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. Re-design your branches to encourage customer interactions. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy. Conclusion .

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

TechSee

MARCH 11, 2025

Great AI Agents work seamlessly alongside their human counterparts, ready to step in should the customer require additional, human assistance. Business Value: Revenue & Subscriber Growth – AI-powered self-service keeps customers engaged, ensuring frictionless interactions 24/7.

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Whereas for B2B businesses, this time of year is filled with troubleshooting issues for customers that are taking advantage of the holiday hype to boost customer engagement and sales.

Self Service 259

Self Service Customer Service How To B2C 259

NICE inContact

NOVEMBER 2, 2020

Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.

Self Service 156

Self Service System Contact Center Customer Engagement 156

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.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

MAY 19, 2020

Enabling buyers to scan the barcode or QR code reduces effort still further, accelerating the product registration process and enabling brands to benefit from higher customer engagement and closer long-term relationships. Visual self-service product registration. Warranty management.

Self Service 207

Self Service Consumers Analysis Brands 207

Calabrio

FEBRUARY 28, 2025

With its applications in fueling better self-service, improving agent training, and supporting compliance, theres a variety of ways that voice analytics can deliver contact center ROI. Plus, voice analytics helps in identifying and addressing customer pain points more efficiently, ensuring a higher standard of service.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Calabrio

MARCH 5, 2025

Automate acknowledgments: Use automated responses to let customers know their message has been received and is in the queue for review. It’s a simple step that impacts customer satisfaction. Self-service resources: FAQs and knowledge bases help customers find answers to their questions without waiting for a response.

Measurement 100

Measurement How To Self Service Contact Center 100

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Add the heightened effect of live video or augmented reality and brands have a winning strategy for Millennial engagement.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

eglobalis

MARCH 30, 2025

A SaaS provider might set an alert if a customers health score falls below a threshold, triggering an outreach to that customer. This approach proved valuable during the pandemic when face-to-face meetings were limited; companies that had strong analytics on product adoption could still gauge customer engagement remotely.

Survey 320

Survey Banking NPS Effort Score 320

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

ShepHyken

DECEMBER 22, 2024

My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

Vonage

JANUARY 30, 2019

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

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

Bold360

DECEMBER 7, 2020

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . How do self-service tools support optimization and improvement of customer support?

Self Service 98

Self Service Strategy Multi-Channel How To 98

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

ShepHyken

APRIL 9, 2019

Crafting a Frictionless Service Experience for Employees and Customers. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”. 57 % of consumers dread calling customer service.” Jeff Nicholson.

Self Service 106

Self Service CRM Social Media Consumers 106

GetFeedback

JULY 24, 2018

For better or worse, each one of these micro-experiences impacts the outcome of that customer relationship. To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. Where does customer experience begin and end? Harvard Business Review.

Video 277

Video Customer Experience How To Customer Journeys 277

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 110

Customer Engagement Tools Engagement Knowledge Base 110

ShepHyken

NOVEMBER 14, 2024

Enhancing Customer Engagement with Agent Assist and Bots AI isn’t only improving internal processes; it’s also changing how businesses engage with customers. of companies actively use generative AI to interact with customers, with an additional 22% running pilot programs. Currently, 46.2% The top use case?

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Trends 195

Trends Self Service Contact Center Omni-Channel 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

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service. Knowledge bases help team members find information quickly, boost productivity, and serve customers better.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

NICE inContact

AUGUST 16, 2019

Furthermore, we’re learning how customers engage differently depending on their goal. To resolve an issue or problem, 54% of customers prefer to work directly with an agent. But with simpler, less urgent concerns, 40% prefer self service methods first. And email use is also on the rise, doubling from year to year!

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

InMoment XI

OCTOBER 8, 2024

By offering discounts, early access to new products, or other perks, you can retain loyal customers by creating a sense of appreciation and rewarding them for doing business with your brand. Offer Self-Service Options 79% of consumers expect organizations to provide self-service tools, and 77% view organizations more positively when they do.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. AI: From Experimentation to Essential For years, AI in Customer Success was experimental. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI.

Trends 52

Trends Report Self Service B2B 52

Interactions

OCTOBER 23, 2024

And when customers get a taste of a top-of-the-line IVA experience —with highly accurate understanding, automation that feels human, personalization that anticipates intent, and self-service for more complex issues—retailers with poor experiences stand out even more. Whenever possible, we meet with clients weekly.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62