TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 105

Customer Focused Self Service Touchpoint Banking 105

Blake Morgan

MARCH 4, 2025

To scale without frustrating customers or overloading teams, it turned to AI-powered search and automation for a faster, more efficient self-service experience. 13:02 | How AI Transformed SAP Concurs Customer Support How AI-powered search and automation made self-service more effective and effortless.

ROI 59

ROI Self Service B2B Travel 59

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! He encourages leaders to see AI as a way to free up employees for more strategic, customer-centric work.

Leadership 72

Leadership Self Service Airlines Travel 72

CX Journey

JULY 15, 2014

In your company, is "customer focus" just a poster on the wall? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Take care of the customer. Not lip service. Mahatma Gandhi.

Customer Service 206

Customer Service Self Service Customer Focused Customers 206

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? More and more customers are looking for digital and self-service options. Our customer experience research finds that 41% of customers prefer digital first and the phone second. Follow on Twitter: @Hyken.

Fashion 130

Fashion Self Service Interaction Airlines 130

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 7) Incorporating AI capabilities for self-service. 2) Adding support for digital messaging and real-time channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how.

Self Service 110

Self Service Customer Service CRM Infographics 110

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

Self Service 42

Self Service Strategy Chatbots How To 42

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.

Self Service 105

Self Service Chatbots Culture Customer Service 105

ShepHyken

APRIL 13, 2022

Then something happened eight years later while I was in college and working at a gas station, which is when I discovered that I was passionate about customer service. . I was working at a self-service gas station. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Self Service 136

Self Service Customer Service Customer Focused Customer Service Training 136

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

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 7) Incorporating AI capabilities for self-service. 2) Adding support for digital messaging and real-time channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Customer Bliss

DECEMBER 28, 2017

Implementing a new customer experience strategy isn’t easy and there’s a lot to learn along the way. He notes that in this day and age, customers would rather do things on their own, and according to their own timeframe. How Does a Customer-Focused CEO Make Decisions? via @matthewxdixon Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Verint

MARCH 21, 2018

Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint to deliver strong AI-based self-service solutions across both voice and digital channels.

Self Service 36

Self Service Chatbots User Experience Customers 36

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer relationships 165

Customer relationships Self Service Customer Service Training Customers 165

Gainsight

JANUARY 10, 2025

According to this years CS Index, Digital CS continues to grow as a prominent strategy to engage customers at scale, increasing 15% annually, driven by AI and automation. Additionally, Europe showed an even stronger trend in digital, with a 2x+ increase over last years 27%. So whats driving this growth?

Trends 52

Trends Report Self Service B2B 52

ShepHyken

JUNE 19, 2019

Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer. In this case, it’s empowering the customer to take control of their situation. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently.

Self Service 133

Self Service Customer Service Conference Customer Service Training 133

ShepHyken

APRIL 4, 2023

Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 126

Tips Self Service Hotels Customer Service Training 126

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? Chatbots vs Knowledge Bases: Which One Is Better?

Self Service 133

Self Service Customer Service Customer Journeys B2B 133

CloudCherry

MARCH 3, 2019

Following are a few examples of real companies that used these competencies to improve their overall CX model: The HR technology firm Alight focused on their self-service portal, where 90% of HR interactions occur. How would embracing these competencies look inside of a real-life organization?

Customer Experience 186

Customer Experience Self Service Culture Customers 186

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

NobelBiz

JANUARY 28, 2025

The Customer Effort Score (CES) is equally significant. Debt collection agencies must ensure that customers face minimal friction when resolving their accounts. Insurance For insurance call centers, customer retention is paramount.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister. Follow on Twitter: @Hyken.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

ShepHyken

NOVEMBER 9, 2016

Acting with urgency builds confidence and makes the customer feel as if you care about taking care of their problem. 7. Not Giving Them Opportunity to Solve Issues on Their Own – Self-service options for customer service are becoming the norm. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Loyalty 147

Loyalty Self Service Customer Service Training Tips 147

ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 160

Customer Service Net Promoter Score Self Service Knowledge Base 160

Lumoa

FEBRUARY 6, 2018

that have rarely, if ever, been called into question. They are sort of the “pillars of faith” in CX.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Self Service – Put control in the customer’s hands.

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

Blake Morgan

MAY 3, 2022

When faced with the changes and challenges of the pandemic, Lyft took the opportunity to improve its digital services and undergo a digital transformation. . The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. . Lasting Transformation.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Providing your customers with a highly efficient post-sales and service experience. Additionally, you can add enhanced capabilities to your IVR to learn and evolve based on how customers interact with it. Conclusion.

Contact Center 128

Contact Center Self Service Resources Average Handle Time 128

InMoment XI

SEPTEMBER 17, 2024

By understanding how customers will feel at certain points, rather than focusing on what action you want them to take, you will create a journey that is easier and less stressful. Customer Empowerment Give customers the ability to manage their journey by offering self-service options and transparent processes.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ProProfs Chat

MAY 13, 2020

For instance, ProProfs’ help desk support software lets you integrate all your customer service communications into a single and central platform. Consistency in messaging across all your customer-facing email addresses ensures your business offers a highly personalized experience. Personalize the ‘Self-Service’ Experience.

Software 111

Software Self Service Customer Service How To 111