Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

NICE inContact

MAY 8, 2019

We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. Customers are more satisfied with phone interactions than companies think they are.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Published on: April 01, 2020.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. How Much Is Employee Disengagement Costing Your Contact Center? The New Normal.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

TechSee

JULY 18, 2019

Wasted customer time – make sure customers never have to repeat themselves or sit idle during extended wait times. Shoddy self-service – call deflection to self-service ensures customers receive the answers they are seeking in the most efficient manner, while reducing the number of inbound calls routed to human agents.

Self Service 207

Self Service Customer Experience How To Contact Center 207

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. Download Now.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. Download Now.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 However, offering the customer choices doesn’t always create a better customer experience.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Uniphore

NOVEMBER 11, 2021

Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls. Deliver Scalable Self-Service Solutions Travel customers are increasingly relying on self-service solutions for trip planning, check-in and post-travel interactions.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

DCX

APRIL 1, 2025

Download your free set of 32 GenAI prompts right now. Use it to: Design interactions customers actually want to repeat Reduce time-to-resolution Scale self-service without sacrificing quality These tools empower you to: Pinpoint where you’re going wrong. Are you prioritizing over function?

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

NICE inContact

AUGUST 1, 2019

Grow revenue: Once you’ve got a strong base of loyal customers, there’s still the question of how to create a CX strategy that turns them into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

InMoment XI

MAY 30, 2024

Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths. Regardless, when it comes to the kinds of text analysis software you’ll see in the market, they will all fall under two categories: self-service text analysis software and traditional text analysis software.

Analysis 195

Analysis Software Self Service Social Media 195

NICE inContact

DECEMBER 21, 2018

The result is faster, more efficient and scalable way for contact centers of all sizes to: Resolve customer requests fast—the first time. Blend intelligent self-service and agent expertise. Deploy service changes or new capabilities quickly. Download the full Gartner MQ report. Download all 3 reports. [1]

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. Enable and Encourage Self-Service. Download Now. Source: Statista.

Tips 168

Tips Self Service e-support Social Media 168

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

Kayako

MARCH 3, 2016

On this page you can see a complete list of all the customer support metrics that matter, and why. You can also download our free cheat sheet with details of how to calculate each of these metrics. Self-service metrics. Customer support productivity metrics. Customer support performance metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates. Download the Whitepaper.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. Transparency.

Self Service 40

Self Service Virtual Agent ROI Tips 40

TechSee

NOVEMBER 27, 2018

More efficient than auditory communication, visually highlighting the desired action enables the customer to comprehend and execute the instructions faster and more satisfactorily. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Field service.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

TechSee

AUGUST 28, 2018

AI can be highly effective in assisted service mode – to route customer inquiries, help agents interpret inputs, and assist the agent with decision support tools – or in self-service mode – where the customers interact exclusively with bots that are able to guide them to self-resolution – or even a hybrid of the two.

Self Service 95

Self Service Customer Service Infographics Contact Center 95

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self Service 109

Self Service Customer Service Representative Contact Center Customer Satisfaction 109

Kustomer

OCTOBER 20, 2022

Have Robust Self-Service Tools in Place for Customers. Once you have evaluated customer feedback and analyzed sentiment data, your next step in implementing proactive support should be creating a wealth of self-service tools that allow customers to solve issues on their own with no agent involvement.

Self Service 85

Self Service Knowledge Base Chatbots Consumers 85

NICE inContact

AUGUST 1, 2019

Grow revenue: Once you’ve got a strong base of loyal customers, there’s still the question of how to create a CX strategy that turns them into advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

DCX

DECEMBER 31, 2024

Higher self-service adoption? Example formula: If your program reduced churn by 5% among 1,000 customers paying $200 annually, that’s $10K in saved revenue. Good Story Example: Before: Customers waited on hold for 20 minutes, leading to frustration and churn. They can help you turn CX wins into actual numbers.

ROI 52

ROI Self Service Leadership Metrics 52

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Visual customer assistance and agent decision support are evolving symbiotically.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. 2021 Live Chat Benchmark Report – Download the report for exclusive industry and team size data.

Banking 222

Banking Financial Data Wait Times 222

ShepHyken

AUGUST 11, 2024

Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

Uniphore

JUNE 7, 2021

By automating as many tasks as possible, the technology leaves your agents free to offer empathy to the customer and make sure they feel heard. That’s how agent assist can reduces AHT without compromising customer satisfaction. Even in a world of self-service, great customer service matters, perhaps more now than ever.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. With the right analysis techniques, you can transform your survey data into valuable insights that inform strategic decisions and drive customer satisfaction.

Analysis 195

Analysis Survey Feedback How To 195

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. AI text analytics reveals the bigger picture, helping teams make data-driven decisions to enhance customer support.

Analytics 62

Analytics Customer Service Analysis e-support 62

TechSee

JULY 28, 2022

Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 Customers don’t feel that chatbots understand their issues.

Chatbots 109

Chatbots Self Service Interaction Wait Times 109

Comm100

DECEMBER 11, 2017

It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fewer complaints in general. Here are 10 first steps to improve your customer experience. Download Now.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Self-Service Tools – Good for Everyone. Conclusion.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0