InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the customer journey , and working to address them.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ECXO

JULY 22, 2024

Enhancing First Impressions The initial interaction with a product is critical in setting the tone for the entire customer journey. Regular Webinars: Offering webinars and Q&A sessions to address common queries and provide deeper insights. Therefore, robust onboarding remains indispensable.

B2B 207

B2B Customer Experience Self Service e-support 207

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

NICE inContact

FEBRUARY 5, 2019

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion.

Contact Center 150

Contact Center Self Service How To Call Center 150

Gainsight

SEPTEMBER 5, 2022

Despite customers’ widespread acceptance of digital support, building a DCS function from scratch can be daunting. . Let CSMs build the customer journey . Companies can begin automating their most successful processes later, once leaders understand each of the four pillars of the customer journey and how they interact.

Customer Journeys 98

Customer Journeys Self Service e-support Touchpoint 98

NICE inContact

MAY 10, 2019

An overhaul of Swedish Rail’s website, including the web chat channel, empowered customers to have a self-service experience during digital purchases. Interested in finding out more about WebHelp and Swedish Rail, and their digital transformation journey? Access the webinar recording.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. Many-to-many approach: Building a customer community where customers gain access to peer-to-peer (P2P) interactions and self-service initiatives.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This will improve the self-service experience for customers.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

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

Esteban Kolsky

JANUARY 29, 2018

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? that we are presenting on Customer Experience. Churn went down, customer satisfaction went up. They can capture 40-80% of customer interactions and solve them. And wouldn’t you know it?

Customer Experience 107

Customer Experience Customer Journeys Self Service Training 107

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. More companies are altering their service strategies and look to emerging technologies to augment their service workforce and turn their cost center into a profit hub.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

CX Journey

MARCH 7, 2019

Convenient, fast, personalised, and proactive are some service elements customers expect. While all of these are good, it is more important to know at what point in the customer journey these factors come into play. Channel convenience is pointless if customer needs are not met or are delayed or if the experience is bad.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

Kustomer

MAY 14, 2020

Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. to deliver even deeper intelligent self-service and agent assistance to our customers. Please get in touch to learn how to get started or register for our upcoming live webinar on May 20th.

Self Service 111

Self Service Chatbots Knowledge Base Policies 111

Vonage

MARCH 26, 2018

This will probably remain true for some time since few organisations have yet achieved a DNA level of customer experience behaviour, even though expectations and competency are rising by the day. Much of that improvement has focussed on the fundamentals - transforming internally prioritised processes into low effort customer journeys.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Solvvy

SEPTEMBER 7, 2022

We spoke with Mahesh Ram, the founding CEO of Solvvy and Head of Digital Customer Experience at Zoom, to talk about how AI-powered tools are helping create the kinds of customer experiences that drive business growth through a seemingly simple concept— happiness. >>Watch >>Watch the replay of the webinar here.<<

Self Service 106

Self Service Customers Brands Customer Expectations 106

Comm100

FEBRUARY 10, 2022

Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step. Create self-service portals. Take a look at Airbnb’s self-service portal to inspire your own.

Self Service 130

Self Service Customer Service Strategy How To 130

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. They help define customer journeys and emotions.

How To 195

How To Self Service Banking Customer Satisfaction 195

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Customer Success 106

Customer Success Tips Self Service Customer Journeys 106

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”]. Want proof?

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options. Don’t miss it!

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Email & Webinars. Customer Success & Support . Training webinars. Customer Success & Support . Social updates.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

CX Journey

MARCH 7, 2019

Convenient, fast, personalised, and proactive are some service elements customers expect. While all of these are good, it is more important to know at what point in the customer journey these factors come into play. Channel convenience is pointless if customer needs are not met or are delayed or if the experience is bad.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

ChurnZero

MARCH 7, 2025

3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news. You can also personalize your community experience by aligning it with individual personas or stages of the customer journey. 2: Define company needs.

How To 52

How To Roadmap Self Service Gamification 52

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Identify Customer Journey Pain Points The goal of this CX audit is to identify and hopefully eliminate all of a buyer’s potential pain points in their customer journey.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

CSM Magazine

JULY 4, 2019

From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy. Join this exclusive 45-minute webinar (or receive the recordings) here.

Self Service 45

Self Service Customer Service Gamification Social Media 45

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Videos and webinars provide excellent tools for demonstrating product usage through screenshots. Social media posts.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Focus on self-service benefits. The intention of automation is self-service at all times of the day.

Tips 81

Tips Self Service Contact Center Call Center 81

CSM Magazine

SEPTEMBER 20, 2021

Focus on the Entire Customer Journey. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. However, studies reveal that focusing on the entire customer journey instead of these standalone touchpoints is one of the vital customer service skills.

Examples 98

Examples Tips Self Service Social Media 98

Upstream Works

JANUARY 22, 2019

It’s not just calls, email, and chat – increasingly, we are seeing a demand for SMS, social, co-browsing, self-service, AI & bots, video, and more. They also represent aspects of the customer journey which would otherwise be lost. Customer Journeys, Data Integrations and Business Value.

Customer Experience 94

Customer Experience Self Service Contact Center Omni-Channel 94

UJET

MARCH 22, 2021

When it comes to your customer experience, it’s not just about how well trained or equipped your agents are or the products and services you provide. It’s the end to end customer journey that matters. And the IVR is at the heart of that journey. We’ll guide them to answers for more self-servicing and deflection.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Kustomer

JUNE 8, 2021

E-commerce customer service is the act of assisting new or existing online customers when they encounter questions or challenges they may have throughout the customer journey. It is the goal for an e-commerce customer service team to provide a pain-free, digital shopping experience for consumers.

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Bold360

MARCH 30, 2018

We recently co-hosted a webinar with John Ragsdale from TSIA to discuss this topic. In a recent survey, TSIA found that over 50% of their respondents plan to spend money this year on chatbots for customer self-service. TIP: Make this customer-first mantra part of the company culture, so it’s always top of mind. ?

Self Service 63

Self Service Strategy Chatbots Knowledge Base 63