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

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. If you think of ecommerce as a well-oiled machine, the CX Manager is the grease that keeps everything running smoothly between: Customers Understanding their feedback, frustrations, and expectations.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

AUGUST 17, 2023

Identify Pain Points: By listening to your customers’ experiences and collecting feedback at various touch points along the journey by utilising voice of the customer surveys , you can identify areas where your product falls short or where improvements can be made. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. It will also help you know what the customer expects depending on where they’re on their journey. Doing this sends a message that you value your customer. More self-service choices for the savvy clients Your customers are different.

Financial 245

Financial Trends Self Service Customer Experience 245

Kayako

MAY 4, 2022

The most crucial intersection between customers and companies is during customer service interactions. What does a good customer service experience mean to the customer? Customer expectations are higher than ever. The other party in the customer service experience is the customer service agent.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

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

GetFeedback

JULY 24, 2018

We tend to agree with this Harvard Business Review assessment , which emphasizes that customer experience doesn’t begin or end with one business function. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period.

Video 277

Video Customer Experience How To Customer Journeys 277

Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Creating customer journey maps is a way to help you manage and outline the digital experience.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

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. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 240

Customer Service Strategy Self Service How To 240

Inbenta

OCTOBER 30, 2024

Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments. A Zendesk study found that 81% of customers try to address their concerns on their own before finally reaching out for support.

Self Service 52

Self Service Chatbots Omni-Channel Customer Satisfaction 52

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

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

InMoment XI

JANUARY 2, 2023

Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program. What Is Customer Experience? Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Kayako

JUNE 16, 2022

Rather than elaborate (and often expensive) campaigns to exceed customer expectations, consumer behavior data indicates that companies can reduce customer service costs and attrition rates by focusing on the basics. For example, reducing customer effort in self-service options and streamlining the live call experience.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

TechSee

SEPTEMBER 24, 2019

This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Consumers generally don’t like surprises, with 60% of customers reporting a willingness to churn due to inconsistent experiences.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

CX Journey

AUGUST 18, 2016

In the late 20th century, marketers began to make products and services available through digital channels. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. 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.

Self Service 125

Self Service Multi-Channel Software Social Media 125

Bold360

APRIL 20, 2021

What did Bold360 customers learn? Miri Duenias, Customer Relationship Manager at Bold360, offers insights from the frontlines. The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

NICE inContact

JANUARY 16, 2018

While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Here are a few recommendations: Streamline Agent Effort for Faster, Better Customer Experience.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

Lumoa

SEPTEMBER 30, 2022

This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions.

Banking 221

Banking Customer Experience Self Service Financial 221

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. Improve self-service resources (e.g.,

Report 90

Report How To Effort Score NPS 90

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

Kayako

NOVEMBER 30, 2018

That makes it a lot easier to keep track of where customer relationships stand and ensure nothing falls through the cracks and ends up costing you a customer. 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.

Software 120

Software Self Service Multi-Channel How To 120

GetFeedback

SEPTEMBER 2, 2019

Change is coming to the world of finance, even though it may be slow, when the financial services professionals were asked to identify the top three trends being prioritized by their CX team, analytics (44%), digital business transformation (39%), and self-service solutions (36%) were the most common technology changes underway.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Bold360

JANUARY 26, 2017

But taking cx seriously isn’t enough anymore , to succeed you need a wisely-chosen self-service support solution to seamlessly address customer needs across all channels, learning from each experience to aggregate data, optimize, and improve processes and content for superior customer service and a better understanding of your customers.

Self Service 40

Self Service Chatbots Travel Touchpoint 40

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. The customers certainly notice the additional touchpoints. Q: Is there anything about your work that keeps you up at night?

Self Service 218

Self Service Hospitality Survey Effort Score 218

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

CSM Magazine

JULY 11, 2023

In a world where customer service is constantly evolving, there’s a rising star that’s transforming the game: self-service. Picture a scenario where customers have the power to find answers at their fingertips, without relying on customer service agents.

Self Service 40

Self Service Chatbots Knowledge Base Customer Satisfaction 40

BlueOcean

NOVEMBER 29, 2023

Excellent UX inspires greater adoption of channels such as self-service portals, which, when done well, in turn, reduces the volume of contacts to channels that require greater resources and cost. Ultimately, design best practices must align with user needs as well as your business objectives.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

InteractionMetrics

MARCH 13, 2025

Strengthened brand loyalty , by identifying satisfied customers and encouraging them to become active promoters of your brand. Better alignment of products and services with customer expectations , allowing you to prioritize improvements that directly meet customer needs.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

C3Centricity

NOVEMBER 4, 2020

Just ask anyone who has chatted with a bot or gone round in circles clicking numbers on a self-service phone line! So many corporations today have increased their technology but have not improved their customers’ satisfaction. AI is already proving to be of great value in following and analysing customer service connections.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Comm100

APRIL 25, 2018

In the book “The Effortless Experience: Conquering the New Battleground for Customer Loyalty,” the authors argue that creating exceptional experiences at single points will not guarantee customer loyalty. When customers initiate an interaction with a company, they become four times less loyal towards the company.

Self Service 112

Self Service Company How To Effort Score 112