Gainsight

DECEMBER 18, 2024

For every business today, the question isn’t merely about providing answers; its about creating an empowering self-service experience that propels customers toward achieving their goalswithout leaning on your team at every turn. Learn More Explore more resources on how to enhance your self-service strategy with Gainsight.

Self Service 52

Self Service Trends Chatbots Resources 52

Gainsight

JANUARY 13, 2025

Todays customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher , 46% of customers expect companies to respond within four hours of their support request. Whats more, 12% of customers expect a response within 15 minutes.

Self Service 52

Self Service Resources Customer relationships Customer Expectations 52

Vonage

AUGUST 30, 2017

The old adage of “know your customers” is also still as true today as it ever was. And with consumer behavior changing rapidly, businesses need to stay up-to-date with customer expectations. Here are 10 trends changing (and often raising) consumer expectations: 1. Customers see a brand, not a department.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

Vonage

OCTOBER 2, 2017

The old adage of "know your customers" is also still as true today as it ever was. And with consumer behavior changing rapidly, businesses need to stay up-to-date with customer expectations. Here are 10 trends changing (and often raising) consumer expectations: 1. This is a device that’s always on and always connected.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Beyond individual cases, aggregate customer feedback should inform strategic improvements.

B2B 339

B2B Customer Journeys How To Effort Score 339

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? Maybe has to wait on hold.

Self Service 290

Self Service Customer Service Management Knowledge Base 290

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

ECXO

FEBRUARY 10, 2025

Your brain is a master illusionist, piecing together fragmented information and filling in gaps with educated guesses. One well-known example is confirmation bias, where people seek out and interpret information that aligns with their pre-existing beliefs while ignoring contradictory evidence. Heres why its a big deal: 1. Offer both.

Customer Experience 178

Customer Experience Self Service Social Media Customer Expectations 178

Calabrio

NOVEMBER 25, 2020

Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer Behavior, Higher Expectations are Changing the Game. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered. Today’s consumers demand service 24/7, 365 days a week.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Calabrio

MARCH 31, 2025

Unlike traditional AI, which excels at interpreting and categorizing existing information, generative AI focuses on generating novel content based on the patterns in that data. Use AI to dynamically update your knowledge base, ensuring they have the latest information at their fingertips.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Kayako

FEBRUARY 16, 2017

Your customer wants quick, easy answers to their simple questions. 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?

Ecommerce 277

Ecommerce Self Service Analysis Knowledge Base 277

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Meet and exceed customer expectations, today! .

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

Kayako

MAY 4, 2022

Customer expectations are higher than ever. They want a smooth, frictionless service experience without getting stalled, redirected, or made to wait. The other party in the customer service experience is the customer service agent. Are you ready to deliver Friction-Free Customer Service?

Self Service 295

Self Service Customer Experience Customer Journeys Study 295

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kayako

JUNE 9, 2022

The customer journey map documents what the customer is experiencing at each stage of their journey. How are they searching for more information? What is the source of customer pain at each stage? Step 2: Define and refine your customer personas. Update their information if needed. What will they find?

Customer Journeys 292

Customer Journeys Self Service Touchpoint Customers 292

ECXO

OCTOBER 30, 2024

However, in this article, we will focus on the intersection of The Matrix and customer experience (CX) revealing a wealth of valuable insights that can transform how businesses engage with their customers. In the realm of customer experience, empowering customers with information, tools, and support can have a transformative effect.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

OCTOBER 23, 2024

It’s no longer enough for banks and credit unions to simply provide financial services. Customers expect to walk into a branch and want to immediately feel valued. From personalized services tailored to their needs to a welcoming space where they can do more than just deposit their checks.

Banking 195

Banking Customer Experience Effort Score Financial 195

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

Omni-Channel 118

Omni-Channel Self Service Trends Loyalty 118

Comm100

MARCH 21, 2023

which looks at why omnichannel is the only way that organizations can provide the experience that today’s customers expect. Empower customers with self-serve support Many customers seek to solve their own issues before contacting customer support, which means that empowering customers with self-service can be crucial.

Self Service 237

Self Service Customer Service Strategy Omni-Channel 237

Calabrio

MARCH 25, 2025

Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service. However, this doesnt mean chatbots are foolproof.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

Comm100

FEBRUARY 6, 2023

It will also help you know what the customer expects depending on where they’re on their journey. This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education. Doing this sends a message that you value your customer.

Financial 245

Financial Trends Self Service Customer Experience 245

GetFeedback

MAY 17, 2018

So how is this innovation and growth affecting customer support as a whole? Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. Which support channels do you offer, and which ones are customers most satisfied with?

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

Comm100

MAY 7, 2024

Understanding the importance of streamlined customer service Streamlined customer service is more than just a buzzword—it’s a critical approach to meeting modern customer expectations. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 240

Customer Service Strategy Self Service How To 240

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. More than just identifying errors, modern QA aims to understand the “why” behind customer experiences. Just looking at calls isnt enough anymore.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Win the Customer

DECEMBER 20, 2023

As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Self Service 69

Self Service Contact Center Chatbots Wait Times 69

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment.

Self Service 207

Self Service Travel Knowledge Base Technology 207

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 206

Self Service Customer Service Roadmap Customers 206

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Comm100

JANUARY 11, 2023

In 2023, we expect that age will continue to matter as customers expectations can vary wildly depending on preference for service delivery and availability. In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Calabrio

DECEMBER 10, 2020

Now artificial intelligence (AI) is changing the way contact centers provide service, with bots that automate routine tasks and powerful self-service options that help customers quickly find the information they need on their own. Agents Become Strategic, More Engaged.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

InMoment XI

SEPTEMBER 26, 2024

Customers don’t want to call; they want quick and easy solutions. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Yet, it’s not just the customer paying the price for this breakdown—your business is footing the bill, too, in more ways than one.

Call Center 195

Call Center Self Service Contact Center ROI 195

NICE inContact

JANUARY 9, 2018

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel.

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

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. My Comment: An automated customer service experience can be a good one. If you love this kind of information, be sure to check out my annual CX research.)

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

CSM Magazine

NOVEMBER 27, 2024

For example, in the online gambling industry, companies prioritize mobile compatibility and offer a range of secure payment methods to ensure players can easily access services without hassle. This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance.

Self Service 52

Self Service Customer Service e-support How To 52

Vonage

MARCH 26, 2018

Develop customer profiles One of the most important parts of delivering personal service involves taking the time to understand who your customers are. Your company’s marketing department should be able to supply demographic data and customer information. Offer support via social media J.D.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145