Gainsight

OCTOBER 24, 2024

The answer is digital self-service for your customers. Let’s talk about how to get started: Start with Universal Customer Experiences Digital self-service is not a replacement for customer success functions. But there are universal customer experiences that can be optimized for efficiency with digital self-service.

Self Service 52

Self Service Strategy Course Training 52

Calabrio

MARCH 25, 2025

Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals. Download the full State of the Contact Center 2025 report and take the next step in optimizing your workforce strategy.

Contact Center 130

Contact Center Self Service Report Trends 130

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

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

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Self Service Contact Center Software Contact Center Software 121

Inbenta

FEBRUARY 6, 2020

Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution. Detect dissatisfaction and resolve it by integrating self-service.

Self Service 114

Self Service Chatbots Contact Center Knowledge Base 114

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Comm100

FEBRUARY 11, 2025

They dont force you to call a single phone number during business hours; they offer live chat, AI chatbots tailored for higher education , mobile apps, and self-service portals. Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order?

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation.

Self Service 109

Self Service Contact Center Customer Satisfaction Customers 109

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Focus on making each step clear, intuitive, and user-friendly. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Kustomer

DECEMBER 14, 2021

Customer self-service tools are a proactive, cost-effective way to provide on-demand support. What is Customer Self-Service? Customer self-service provides customers with the ability to help themselves without having to connect to a human team member. Putting Self-Service Tools to Work.

Self Service 79

Self Service Tools Knowledge Base Chatbots 79

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. Top Focus Areas.

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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

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. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

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Self Service Contact Center Multi-Channel Knowledge Base 128

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

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

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. If your curiosity is piqued, the good news is that the full report is available as a free download.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

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

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. Download our ebook to explore how conversational AI and automation can transform your patient experience and save healthcare members—and your service staff—time and money. Download the Article. Want to learn about healthcare CX technology?

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

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

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

Uniphore

MARCH 17, 2017

By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app. Read More.

Self Service 173

Self Service Engagement Contact Center Customer Service 173

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

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. So rather than having to download an additional app or use another website, users can buy goods, submit orders, and book restaurants all through their favorite messaging app. Self-service will become a form of marketing. Is your site missing simple self-service software?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self Service Contact Center How To 136

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

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 Self Service Meeting 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

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

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

TechSee

DECEMBER 21, 2020

Computer Vision AI and AR-powered visual assistance provide remote “eyes” that enable field and store employees to receive guidance on product placement and verify that shelf space is optimized, in human-assisted or self-service modes. How AI enables self-service in CPG inventory management. Get the picture?

Self Service 152

Self Service Management Consumers Analytics 152

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

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

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. A university chatbot can be integrated with existing resources to guide students towards the information they need.

Chatbots 232

Chatbots Self Service Resources Social Media 232

NICE inContact

AUGUST 16, 2019

But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. This doesn’t mean that self-service volume is shrinking. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels.

Self Service 121

Self Service Contact Center Social Media Chatbots 121