TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Comm100

FEBRUARY 11, 2025

Admissions & Enrollment: Bureaucratic Bottlenecks For many students, their first real interaction with a university isnt in a classroom; its in the admissions process. Borrowing the Best CX Strategies from the Business World In the corporate world, companies obsess over seamless interactions, personalization, and proactive support.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Download Playbook. Download eBook. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Read More.

Call Center 246

Call Center Self Service Contact Center eBook 246

Uniphore

DECEMBER 13, 2021

In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. Download The Article. To deliver both, retailers are increasingly turning to conversational AI and automation.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Not only does Mr. Jones not have to repeat himself, but the insurer is already two steps ahead.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Uniphore

JANUARY 21, 2022

These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. Conversational AI and automation can solve many self-service woes. Download the Article.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

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. Human: Can it integrate with my CRM? Access the QnABot web client and start experimenting.

Self Service 129

Self Service Contact Center Multi-Channel Knowledge Base 129

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

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Uniphore

AUGUST 6, 2021

Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

TechSee

JULY 18, 2019

These on-demand services prove that convenient and effortless transactions are both possible and expected by customers everywhere. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Kustomer

SEPTEMBER 7, 2021

Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.

Self Service 74

Self Service Consumers Chatbots Wait Times 74

inSided

OCTOBER 2, 2019

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. Imagine this frustration over a customer service interaction. And, while most companies seem focused using AI to interact directly with customers, it is also being used to support the agent, helping them with real-time answers to customers’ questions.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

TechSee

DECEMBER 10, 2019

Finding out how to reduce call center volume by deflecting those simple interactions to alternate service channels translates into major savings for contact enters. Call Deflection is the process of routing a customer enquiry to an alternative service channel. When self-service fails. What is Call Deflection?

Call Center 136

Call Center Self Service Contact Center How To 136

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Meeting Self Service 145

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 No Vision, No AI, No Service. Use visual data to enhance self-service with context & customization. per contact.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

TechSee

NOVEMBER 11, 2019

That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Self Service 138

Self Service Technology Wireless eBook 138

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Uniphore

NOVEMBER 11, 2021

Optimize Customer Interactions With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls. Download Now.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. However, businesses rated their self-service channels as less effective than agent-assisted channels in these areas.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

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

Comm100

FEBRUARY 12, 2023

Read below for 5 of the top use cases for chatbots in higher education, and then download the SlideShare for even more ways that schools and students are benefitting from a university chatbot. 72% of Gen Z say that they expect to interact with someone immediately when they contact a company.

Chatbots 232

Chatbots Self Service Resources Social Media 232

TechSee

DECEMBER 21, 2020

CPGs can save costs and time while getting the control they need by using visual assistance, a technology that is transforming operations by enabling remote and interactive guidance. How AI enables self-service in CPG inventory management. The job is done, and the shelves are fully stocked. Get the picture?

Self Service 152

Self Service Management Consumers Analytics 152

CSM Magazine

MARCH 30, 2022

Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. Allum said, “Self-service can play an important role by providing reassurance and clarity surrounding bills and how they are calculated.

Self Service 59

Self Service Customer Service Wireless Government 59

NICE inContact

AUGUST 16, 2019

Of US consumers surveyed, 56% are highly satisfied with chat interactions, and 47% and 44% of UK and Australian consumers, respectively, say they’re highly satisfied with their recent chat experience. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

OCTOBER 17, 2019

Customer service is no different. People want a wide variety of choices about how they interact with companies. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Customers still value the option of interacting with agents. Download your copy today.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

Kustomer

SEPTEMBER 7, 2021

Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.

Self Service 52

Self Service Consumers Chatbots Wait Times 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

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

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

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

AUGUST 1, 2019

Also, by concentrating on current customers, you can make the most of contact center interactions. This is critical, because unhappy customers inflict a high price, they: Result in fewer, or no, repeat sales Cost more to service – more time, resources and escalated calls.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150