Thematic

MARCH 20, 2025

 By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. One of the biggest challenges in customer support is prioritizing urgent issues. How It Works: AI text analytics scans support tickets, emails, and chat messages in real time to identify urgent issues.

Analytics 62

Analytics Customer Service Analysis e-support 62

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. Restocking Fees. Digital Onboarding. Diagnostics.

How To 124

How To e-support Self Service Retail 124

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. And chat does a great job of delivering this effortless quality customer service experience. Download the report here.

Consumers 92

Consumers Self Service Chatbots e-support 92

Inbenta

NOVEMBER 13, 2017

Archie was written in 1990 by Alan Emtage and indexed all the file lists of as many public FTP servers as possible to allow users to find and download publicly available files. Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Free Download] Live Chat Benchmark Report 2018. Download Now.

Knowledge Base 112

Knowledge Base Self Service Contact Center e-support 112

Kustomer

APRIL 14, 2022

Leverage Self-Service Tools. More than half of surveyed consumers reported that they prefer to solve customer service issues on their own rather than talking to a company representative. These are all tools to consider including in your arsenal when it comes to self-service options. Personalize Your Chatbot.

Examples 94

Examples Customer Service Self Service Chatbots 94

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. A recent analysis of e-commerce trends shows a jump in online sales by around 30% at the beginning of the pandemic alone.

Customer Experience 90

Customer Experience Self Service e-support CRM 90

ShepHyken

MARCH 1, 2021

Without it, you risk service that is inconsistent, at best. 5 key principles for a successful e-commerce user experience by James Brooke. Business2Community) When you’re adopting AI for customer support, there are five common pitfalls to avoid to ensure a positive customer experience. And How to Avoid Them by Can Ozdoruk.

Customer Journeys 85

Customer Journeys Customer Service e-support Self Service 85

Kustomer

FEBRUARY 7, 2022

Across industries, customer service teams are seeing a 17% increase in customer service inquiries during the global pandemic. Phone inquiries are seeing the largest uptick, with a 34% increase, followed by e-mail (28% increase) and web (24% increase). Download it here.

Customer Service 83

Customer Service Self Service e-support Report 83

Comm100

MARCH 1, 2018

Many e-commerce sites fail entirely at providing assistance to their customers. And this becomes a problem when, according to a study by eConsultancy , as many as 83% of online shoppers need support to complete a purchase. Many companies tend to offer support by phone and email. Free Download] Live Chat Benchmark Report 2018.

Contact Center 124

Contact Center e-support Self Service Knowledge Base 124

Inbenta

JUNE 30, 2021

No wonder why almost every business out there that deals with huge amounts of support requests has implemented or is considering the implementation of a chatbot or conversational platform to automate customer interactions. . Their support team realized many of the doubts customers were facing were really similar. . Gol Airlines.

Chatbots 105

Chatbots Examples Self Service Insurance 105

CSM Magazine

DECEMBER 2, 2020

The pandemic has also revealed how agents are typically the preferred option to self-service solutions. Surges in e-commerce and speedy adoption of digital services have changed customer behaviour. What does 2021 have in store for you? About the Author. Magnus Geverts is VP Product Marketing & Management at Calabrio.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Free Download] Live Chat Benchmark Report 2017.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

Kustomer

JUNE 7, 2023

For brands looking to come out of this wartime period as successful, it will be essential to provide connected service that scales and delights. Download our CX trends ebook today and unpack the tips and tricks that can transform your organization. However, the average response time for customer support teams is over 12 hours.

Trends 59

Trends Self Service Customer Experience e-support 59

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. Supports Different Learning Styles.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Kustomer

JULY 28, 2022

Here are four incredible CX benefits: Higher customer lifetime value: Great CX positions your brand as the first your customers turn to for support. A good product or service isn’t making the cut on its own. In fact, 79% of consumers say customer service is extremely important when deciding where to shop.

Customer Experience 93

Customer Experience e-support Social Media Knowledge Base 93

Kustomer

NOVEMBER 30, 2020

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. Additionally, chatbots free up agent time for more complex and proactive support. Download the report here.

Consumers 57

Consumers Self Service Chatbots e-support 57

Inbenta

DECEMBER 7, 2021

Top 6 Features to Future-Proof Live Chat Support in 2022. Live Chat Support, a Key Element to Future-Proof Customer Service. These behavioral shifts have also altered customer expectations towards how brands should support and engage with them. Live chat support has become a key solution to meet these new demands. .

Self Service 52

Self Service Tips e-support Chatbots 52

Kustomer

FEBRUARY 4, 2020

Self-Service Becomes an Expected Approach. Gartner studies say that only 9% of customers report solving their issues completely via self-service. According to the 2019 Gartner Customer Service and Support Leader Poll , live channels such as phone, live chat and email cost an average of $8.01 per contact.

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Kustomer

MAY 11, 2020

Across industries, customer service teams are seeing a 17% increase in customer service inquiries during the global pandemic. Phone inquiries are seeing the largest uptick, with a 34% increase, followed by e-mail (28% increase) and web (24% increase). Download it here.

Self Service 59

Self Service e-support Report Policies 59

Inbenta

AUGUST 24, 2017

When your application is downloaded the burden is on you to ask the customer to sign in with their Facebook account or create an account. Inbenta utilizes its patented natural language processing and +11 years of research & development to create interactive chatbots with an industry leading +90% self-service rate.

Self Service 56

Self Service Chatbots e-support Software 56

AWS Machine Learning

DECEMBER 1, 2022

SageMaker supports up to 10 production variants per endpoint. You can choose to log the response of the shadow variant in Amazon Simple Storage Service (Amazon S3) or discard it. Note that SageMaker supports a maximum of one shadow variant per endpoint. Step 4 – Compare metrics.

Comparison 96

Comparison e-support Metrics Self Service 96

SurveySparrow

JULY 7, 2020

The time tracking app now serves around 34,000 remote and field service teams that are part of various areas of work that include e-commerce, construction, and startups. The app is supported by multiple devices which makes time tracking a convenient process for its clients. Monitor work in real-time.

Software 94

Software Self Service e-support Report 94

Kustomer

SEPTEMBER 18, 2020

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Some argue that 2020 has signaled the decline of ticket-based support systems. Recent analysis of e-commerce trends shows a staggering 10 years of growth in just 3 months at the beginning of 2020. Omnipresent, Guided Self-Service.

Customer Experience 52

Customer Experience Self Service e-support CRM 52

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. Many businesses struggle to maintain a high level of support during spikes in activity. In fact, 67% of consumers prefer self-service over talking to a company representative.

Self Service 53

Self Service Omni-Channel e-support Banking 53

ViiBE Blog

JULY 15, 2021

Free Retail E-book available now! Download now. Video assistance is also beneficial because it makes it easier to show empathy and connect with the customer in need of help, despite the support being given during a remote interaction. What is an employee self-service portal? Natalia Barszcz. 25 August 2021.

Call Center 52

Call Center Self Service e-support Insurance 52

Kustomer

NOVEMBER 16, 2021

The concept and implementation of hybrid customer service began prior to 2020, but with the specific challenges presented over the last 18 months, this model is quickly moving from supporting role to headliner. AI-powered technology offers the ability to transform your customer service center into a thriving business asset.

Customer Experience 59

Customer Experience Customer Service Chatbots Self Service 59

Inbenta

SEPTEMBER 29, 2022

This will give you a clear indication on why they are calling in more and what exactly they need support with. For instance, decide if you can create resources that can help guide your customer online or see what can be improved in the onboarding process to eliminate unnecessary customer support calls. Open more support channels.

Call Center 52

Call Center Self Service Chatbots e-support 52

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

Self Service 52

Self Service Software Knowledge Base Social Media 52

ViiBE Blog

AUGUST 18, 2021

This knowledge is crucial to improving the customer experience of customer support. . It is crucial to leverage what your customers already appreciate about your product or service. They can connect to a ViiBE call with a simple web link and speak to a support agent via video, voice, or text. Free Retail E-book available now!

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

CSM Magazine

NOVEMBER 3, 2022

Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. . In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. About the Author.

Loyalty 52

Loyalty Brands Self Service e-support 52

Natalie Petouhof

OCTOBER 20, 2015

Teradata Listener is intelligent, self-service software with real-time “listening ” capabilities to follow multiple streams of sensor and IoT data wherever it exists globally, and then propagate the data into multiple platforms in an analytical ecosystem. What Products / Services Were Announced? .

Analytics 40

Analytics Self Service e-support Competitive Advantage 40

ViiBE Blog

JULY 8, 2021

Free Retail E-book available now! Download now. One of the biggest data breaches rather than a cyberattack, this situation caused an exposure of about 250 million data entries, with information such as email addresses, IP addresses, and particular details about support cases. What is an employee self-service portal?

Company 52

Company Government Self Service Transportation 52

Natalie Petouhof

FEBRUARY 9, 2016

Better customer care technology leads to improved e mployee/agent experience and customer experiences. IT should be supporting the business, customer care and customer experience by choosing agile solutions that allow for quick additions of new channels, workflows, fields and features.

Customer Care 40

Customer Care ROI Training Report 40

Toonimo

JANUARY 5, 2017

The end goal is to support our customers and offer them the ultimate user experience. This serves as the benchmark for the ultimate customer service experience. It is also shaking up the customer service arena. Instead of calling a support center you may be directed to a computer and lament your misfortune.

Innovation 40

Innovation Technology Customer Experience e-support 40

Service Untitled

OCTOBER 21, 2009

Fewer callers getting through to employees means fewer are employees are needed and more money saved, so companies design extremely complicated phone systems that are designed to help customers automatically (self-service) and have messages pushing customers to other support mediums (e. email, web, etc.).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

NobelBiz

MAY 24, 2021

An “on-premise” solution is to run programs or processes from software that has been downloaded directly onto a terminal or server. So one very important difference between on-premise vs. cloud contact center is in the technical capability, accessibility, and management tools that are used to support the solution.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52