Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Kayako Benefits for Namecheap: Improved self-service knowledge base. Discover Kayako Single View.

Case Study 296

Case Study Study Self Service Customer Service 296

InMoment XI

FEBRUARY 14, 2024

In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. What is Omnichannel Customer Experience? Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

eglobalis

SEPTEMBER 16, 2024

Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

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. This trend underscores the need for effective self-service solutions to satisfy consumers’ growing appetite for autonomy and speed.

Self Service 52

Self Service Chatbots Omni-Channel Customer Satisfaction 52

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service. You need to see the whole, omnichannel picture: voice, chat, email, socialthe works.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. But they also want their experiences to be consistent across channels. Managing Technology: The contemporary contact center is an increasingly digital place. Heres how: 16.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

MARCH 5, 2025

Accurately measuring FCR in an omnichannel contact center requires the ability to track a single issue across multiple channels and touch points, tie together disparate contacts, and have visibility and insights into the whole situation. Empower customers with self-service to reduce contact volume.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

APRIL 11, 2025

Omnichannel Service: If applicable, training on managing interactions consistently across multiple channels (e.g., Best for: Providing quick access to information during live calls (performance support), reinforcing training, ensuring consistency, facilitating self-service learning. switching from chat to call).

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For Event Source Suffix , enter a suffix (for example, genesys-eb-poc-demo ). Save your configuration.

Chatbots 129

Chatbots Self Service Omni-Channel Contact Center 129

InMoment XI

OCTOBER 8, 2024

Offer Self-Service Options 79% of consumers expect organizations to provide self-service tools, and 77% view organizations more positively when they do. By offering self-service options, you can help customers save time while simultaneously reducing the pressure on support teams. Accessed 9/13/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NobelBiz

APRIL 23, 2024

The Rise of Omni-Channel Communication in Collections Consumers are accustomed to receiving seamless communication across all channels. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Interactions

FEBRUARY 6, 2025

Whats more, insurance is a true omnichannel experience. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. This means customers can quickly self-service more issues and need fewer escalations to live agents.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

InMoment XI

JULY 25, 2024

Implement Omnichannel Integration To create a great contact center experience, your customers need to be able to interact with you via the channel that is the most convenient for them at the time. Schedule a demo today to see how InMoment can improve your contact center experience! References Mckinsey & Company.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Oracle

JUNE 19, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 16th video in the Smarter Demos series, we take a look at some of the latest CX tech for HR departments and employees. To view the full Smarter Demos series, visit [link].

Self Service 40

Self Service Video Omni-Channel Innovation 40

NICE inContact

JUNE 18, 2019

1) Go all-in for digital-first omnichannel. Trends have moved away from phone service and email, and if you didn’t know that customers demand digital-first omnichannel solutions, you probably aren’t listening to your customers. Customers want more options for customer service, specifically social media and digital channels.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

Lumoa

APRIL 28, 2024

Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment). Sign up for a demo today.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Inbenta

APRIL 22, 2021

In a world driven by the culture of immediacy and self-service, the provision of fast, high-quality responses to every request from customers and interested parties, all while reducing direct service contact, has become critical. Omni-Channel. REQUEST A DEMO. The shorter the path to information, the better.

Chatbots 98

Chatbots Omni-Channel Self Service Social Media 98

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Enterprise — Call to request demo. Business Seeks All-in-One Customer Service Software. Shopify Plus.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

Upstream Works

MARCH 21, 2019

With the popularity and growth of self-service, this means that the consumer has probably already exhausted the means available to them and is now looking for expert assistance for quick and informed resolution. Whether it’s apps, web self-service, chat, social media, bots, or more traditional phone and email channels.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

SurveySensum

OCTOBER 17, 2024

Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free To achieve these advantages, it is critical to understand how the process of customer feedback analytics works. In addition, feedback on the content gap pushed Netflix to build new content and expand its offerings to international audiences.

Analytics 52

Analytics Feedback Social Media Self Service 52

Comm100

DECEMBER 14, 2022

With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere. Use chatbots (in-app resource center and offer self-service support on-demand).

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

BirdEye

OCTOBER 11, 2023

According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority. Deliver exceptional customer experience Provide omnichannel support, improve response time, & boost reputation with Birdeye. All of these customer preference insights can help you make meaningful tweaks.

Insurance 111

Insurance Industry Customer Experience Self Service 111

SurveySensum

FEBRUARY 6, 2025

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Data Collection and Feedback Mechanisms Qualtrics : It is more advanced in AI-driven automation, smart survey recommendations, and omnichannel feedback collection.

Tools 52

Tools Comparison Self Service Analysis 52

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. This offers valuable insights into how actual customers perceive the services provided by these platforms.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

Kustomer

NOVEMBER 7, 2023

Zendesk makes you rely on their self-service resources for deployment, so you won’t have access to a live customer support team if you need help. Self-Service Portal : Add an easy-to-navigate, searchable, and SEO-friendly help center to your website to reduce contact rates at scale.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Data Collection and Feedback Mechanisms Qualtrics : It enables users to gather feedback from multiple channels which fosters an omnichannel feedback collection, ensuring that no insight is lost.

Comparison 52

Comparison Effort Score Analysis Self Service 52

BirdEye

SEPTEMBER 11, 2023

With AI-driven solutions, you can bring efficiency across customer touchpoints, increase customer satisfaction, support self-service options, and gain valuable insights to deliver highly tailored and engaging interactions. Get started for free WATCH DEMO What customer experience issues are businesses trying to solve with AI?

Customer Experience 114

Customer Experience Self Service Social Media How To 114

Retently

MARCH 10, 2022

Offer product demos. Here are the top customer service hacks for preventing high churn: Make self-service easy: for every service request you receive, four other customers are seeking self-service. Offer omnichannel support. Simplify tasks with walkthrough guides.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Upstream Works

JANUARY 22, 2019

Upstream Works for Finesse is an omnichannel agent desktop. When we say omnichannel, we mean it. 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. Customer Engagements– AI / Bots, Co-browse and more.

Customer Experience 94

Customer Experience Self Service Contact Center Omni-Channel 94

SurveySensum

MAY 31, 2024

Cutting operational costs: By automating simple tasks, and enabling self-service, AI reduces the need for extra tools or staff. Provide Omni-Channel Experience Modern-day customers prefer omnichannel experiences. They purchase and engage from multiple channels as per their comfort.

Omni-Channel 52

Omni-Channel Self Service Customer Experience Chatbots 52

Kustomer

JUNE 8, 2021

According to HubSpot Research , the most frustrating thing about interacting with an e-commerce brand is having to repeat their problem to more than one customer service representative. Provide Self-Service Options. Customers often dread having to reach out to a customer service agent.

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

Upstream Works

SEPTEMBER 5, 2019

Omnichannel. It’s important to take the term “omnichannel” with a grain of salt. A channel, to be clear, means a communication vehicle that a customer/member/etc. Other channels might include Email, or Web Chat. So how does this differ from “omnichannel”? Self-service, Knowledge, AI & Bots.

Contact Center 60

Contact Center Self Service Trends Technology 60

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Self Service 59

Self Service Virtual Agent Multi-Channel Banking 59

Comm100

MARCH 16, 2022

In fact, 79% of visitors try to resolve their issue before contacting customer service, primarily turning to the agency’s site to do so. While government agencies employ a range of strategies to collect data about their citizens, data that can be collected through customer service interactions is often overlooked.

Government 245

Government Customer Service Chatbots Effort Score 245

CSM Magazine

FEBRUARY 5, 2018

Many of these omni-channel solutions try to address all possible channels of communication and don’t specialize in any one. Using live video chat brings a new dimension to online customer service and sales. With a high-quality video chat solution you are able to demo your products to customers. Video Chat.

Omni-Channel 40

Omni-Channel Self Service Multi-Channel Contact Center 40