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

InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. Implement CX initiatives in phases.

Banking 195

Banking Customer Experience Effort Score Financial 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 197

B2B Customer Experience Self Service e-support 197

NICE inContact

OCTOBER 9, 2019

But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. Our webinar CXone and Artificial Intelligence in Action will answer these and many other questions. Don’t miss this exciting webinar!

Self Service 136

Self Service Contact Center Customer Journeys Innovation 136

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

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

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 102

Customer Success Tips Self Service Customer Journeys 102

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

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

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

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

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

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

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

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

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 Chatbots 130

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

JUNE 14, 2023

In addition, Digital Hub allows us to build future features that leverage the power of self-service content, Community, and more to drive value throughout the digital customer journey. According to a recent Salesforce study, self-service is increasingly popular. If your answer is no, then you’re not alone.

Self Service 52

Self Service Competitive Advantage Metrics User Experience 52

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

Gainsight

JANUARY 4, 2024

Carie Buchanan, CXO, and Savannah Greene, Director of Solutions Marketing at Popmenu , shared their approach during our Essentials Business Review webinar. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes. Let’s dive in.

Customer Engagement 52

Customer Engagement Engagement Self Service Customer Journeys 52

Gainsight

JULY 31, 2023

Sonos has taken customer support and engagement to new heights by leveraging Gainsight’s Digital Hub to build a comprehensive and centralized community that caters to customers’ self-service needs, consolidates valuable resources, and fosters user engagement. Want to learn more about Sonos’ community strategy?

Self Service 52

Self Service Customer Centricity Innovation Resources 52

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

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

COPC

OCTOBER 26, 2023

With the right AI platform and expert partner, you can harness the power of the LLM to provide accurate and safe answers to customers. Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care.

Technology 78

Technology Customer Experience Self Service Customer Journeys 78

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

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

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

CSM Magazine

DECEMBER 18, 2021

New and experienced employees need to know how to be productive when working in a hybrid arrangement, how to boost effectiveness in digital communication, and how to engage customers. Revisit your training offerings to make sure you have webinars, resources, and in-depth training to match current needs. Map the Customer Journey.

Call Center 52

Call Center Customer Journeys Self Service Training 52

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

COPC

JUNE 16, 2021

These were among the questions asked to a group of customer experience (CX) experts in a webinar hosted by COPC Inc. Below is a recap of the webinar with the three most significant findings discussed by the expert panel. Watch the full webinar on-demand! WATCH THE WEBINAR ON DEMAND.

Self Service 52

Self Service Customer Experience Automotive Guidelines 52

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

Gainsight

JULY 27, 2022

How can digital CS—in which CSMs have no direct contact with customers—deliver personalized service? And isn’t self-service the polar opposite of the high-touch service traditionally used to achieve clients’ desired outcomes while providing a superior experience? A myth is busted.

Self Service 59

Self Service Resources Video Omni-Channel 59

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

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

ChurnZero

APRIL 21, 2023

Enter digital customer education. This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. With a digital-led program, customers have the freedom to learn in their own time and space.

Self Service 52

Self Service Training Course Customers 52

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

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