Help Scout

JULY 29, 2021

So in addition to helping existing customers, great documentation can help you acquire new customers. And while there are tons of reasons to have help documentation on your customer-facing site, it’s not enough to just have them: If done poorly, your documentation may confuse or frustrate your customers even more.

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

AWS Machine Learning

JULY 1, 2024

In this post, we demonstrate how you can build chatbots with QnAIntent that connects to a knowledge base in Amazon Bedrock (powered by Amazon OpenSearch Serverless as a vector database ) and build rich, self-service, conversational experiences for your customers. Select the embedding model to vectorize the documents.

Self Service 117

Self Service Knowledge Base Chatbots Policies 117

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.

B2B 339

B2B Customer Journeys How To Effort Score 339

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. QnABot can retrieve relevant passages from an Amazon Kendra index (containing AWS documentation).

Self Service 121

Self Service Contact Center Multi-Channel Knowledge Base 121

Kayako

MARCH 9, 2017

Creating self-service documentation. Actively creating or managing support documentation for your company can have a big impact on your career as a customer support agent. Documentation is more than just writing, requiring writing skill, technical know-how, and empathy for the customer.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Kayako

JUNE 9, 2022

It also helps everyone on a customer service team clearly see the context of a customer’s situation. The customer journey map documents what the customer is experiencing at each stage of their journey. Self-service options can reduce friction and customer frustration. What stimulates their interest or awareness?

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

Kayako

APRIL 18, 2018

Companies are finally giving customers what they really want: fast, accessible self-service. Why design the best self-service pages? 65 percent of consumers view a company favorably if they can solve an issue without calling customer service. 7 Great Examples of Help Centers We Love.

Self Service 199

Self Service Examples Entertainment Consumers 199

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. Self-service will become a form of marketing. But surprisingly, 55% of customers find web self-service portals difficult to use. Marketing departments will be working with self-service teams more than ever. How do you make a support portal easy to use?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

AWS Machine Learning

SEPTEMBER 27, 2022

Today, we’re excited to announce self-service quota management support for Amazon Textract via the AWS Service Quotas console, and higher default service quotas in select AWS Regions. The corresponding numbers of documents to be processed shown under View calculation is automatically calculated based on the input.

Self Service 82

Self Service Management Metrics Government 82

AWS Machine Learning

NOVEMBER 6, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language.

Self Service 119

Self Service Banking Training Customers 119

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

Self Service 88

Self Service Virtual Agent Connections Transportation 88

Kayako

MARCH 16, 2017

Question: When is a self-service writer a diplomat? Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. A knowledge base guides your customer towards a solution through documentation. Be proud of your documentation.

Knowledge Base 95

Knowledge Base Self Service Guidelines Software 95

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. For more information, visit the Talkdesk Voice Biometric documentation.

Self Service 77

Self Service Contact Center Virtual Agent Chatbots 77

GetFeedback

MAY 7, 2019

Product documentation is not just verbose wall of information put together about your product. Instead, it is an articulately framed document that includes to-the-point details right from the inception of the idea to its formation and user guide. Boosts brand loyalty.

Knowledge Base 252

Knowledge Base Customer Experience Self Service Chatbots 252

CSM Magazine

DECEMBER 10, 2024

Provide Self-Service Options and Accessible Documentation While personalized support is crucial, cryptocurrency businesses should also invest in self-service options to address common customer inquiries.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. Questions you’ll have answered: What self-service opportunities are you missing out on? So we’re here to help.

Self Service 93

Self Service Handbook Customer Service Culture 93

Experience Investigators by 360Connext

FEBRUARY 18, 2025

You may see many people say the implementation is too complicated, so you can create new onboarding guides, how-to documents, and instructional videos to guide customers through the process. Your team may be able to re-engage lost customers down the road, but its best to keep them happy from Day 1.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Uniphore

AUGUST 12, 2021

By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. Other multimodal tools, like document upload, can help solve problems and increase customers’ ability to interact with a tech solution. It’s also the wave of the future. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative.

Self Service 52

Self Service Customer Service e-support How To 52

Help Scout

JUNE 8, 2021

Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option. A tool like Beacon lets you offer informed, contextual help options.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self Service 59

Self Service Customer Service Wireless Government 59

CSM Magazine

OCTOBER 17, 2022

It also enables this content to be delivered via AI-powered chatbots, smart virtual assistants and other self-service applications that can identify what your customer needs in the same way a human would, without the need for any actual human interaction. Semantic AI – the smart solution to self-service.

Self Service 52

Self Service Chatbots Knowledge Base Policies 52

GetFeedback

APRIL 30, 2018

Website surveys play an important role in optimizing your customer self-service strategy by directly responding to any concerns the visitor may leave in the feedback. For best results, we recommend creating a series of unique surveys. Using the same website survey for your entire site leads to lower responses.

Survey 207

Survey Marketing Self Service Feedback 207

ECXO

JULY 22, 2024

Strategies to boost adoption include: Interactive Demos and Documentation: Providing detailed documentation and hands-on training sessions. Self-Service Portals: Offering resources for users to find answers independently. Role-Specific Training: Segmenting users based on their roles and offering tailored resources.

B2B 207

B2B Customer Experience Self Service e-support 207

CSM Magazine

NOVEMBER 15, 2024

Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience. It enables you to build a comprehensive knowledge base with rich media support, including videos and images.

Knowledge Base 52

Knowledge Base Customer Service Self Service Chatbots 52

InMoment XI

MAY 30, 2024

Forrester states, “The XI platform’s strengths include knowledge-based/symbolic AI; genAI-based processes, including pre-processing and post-processing of data; document-level text mining; DevOps and text analytics embedded in other business applications; natural language understanding; and support for all relevant use cases.”

Analysis 195

Analysis Software Self Service Social Media 195

AWS Machine Learning

NOVEMBER 1, 2023

Organizations can search for PII using methods such as keyword searches, pattern matching, data loss prevention tools, machine learning (ML), metadata analysis, data classification software, optical character recognition (OCR), document fingerprinting, and encryption. This speeds up the PII detection process and also reduces the overall cost.

Government 105

Government Self Service Telecommunications Social Media 105

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service. Customers Like Self-Service, Unless It Undermines Customer Support , by Michael Schrage.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

CSM Magazine

OCTOBER 29, 2024

This ensures that sensitive or time-critical documents reach the correct recipient swiftly and securely, bolstering internal and external customer service operations. This self-service solution reduces mailroom congestion and ensures that recipients can receive their items at their convenience, enhancing overall service satisfaction.

Customer Service 52

Customer Service Multi-Channel Self Service Exceptional Customer Service 52

Kayako

MAY 30, 2017

Poor error messages and unhelpful self-service documents alienate potential brand advocates because they create frustration and don’t help customers find solutions. “If While this message was probably written without malicious intent, someone reading it could react negatively to its passive-aggressive tone.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Inbenta

OCTOBER 30, 2024

It’s a framework to create, access and share a company’s knowledge — its content, documents, training modules, and more. What is a knowledge management system? It lowers support costs through self-service and addresses documentation gaps and knowledge silos. So what is knowledge management?

Self Service 52

Self Service Chatbots System Training 52

Bold360

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

Self Service 98

Self Service Strategy Multi-Channel How To 98