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.

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Virtual Agent Call Center Self Service Contact Center 115

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.

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Self Service Customer Service Wireless Government 59

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.

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Contact Center Self Service Chatbots Case Study 195

Bold360

DECEMBER 10, 2020

The 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. In this post, we’ll focus on phase 5, evolving to the next level of self-service.

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Self Service Engagement Strategy How To 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?

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Self Service Strategy Multi-Channel How To 98

Kayako

MARCH 3, 2016

You can also download our free cheat sheet with details of how to calculate each of these metrics. Self-service metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Call wait time.

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Metrics Net Promoter Score Self Service Effort Score 120

Comm100

JUNE 13, 2018

This results in longer wait times and negatively impacts the customer experience. With live chat, agents can handle as many as three or more chats simultaneously (as opposed to one at a time over the phone). This helps businesses reduce wait times, and saves companies money on personnel costs and toll chargers.

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Tips Self Service e-support Social Media 168

DCX

MARCH 16, 2025

A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. Long wait times, outdated systems, and robotic self-service are pushing customers to their breaking point.

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Self Service Wait Times Brands Interaction 52

DCX

MARCH 11, 2025

A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. Long call wait times? And customers are tired of it. Offer a callback option. Product glitchy?

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Customer Centricity Self Service Chatbots NPS 52

TechSee

JULY 28, 2022

The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. compared to about $8 per live contact. . 1: Chatbots Just Don’t Understand.

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Chatbots Self Service Interaction Wait Times 109

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

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Self Service Knowledge Base eBook Analysis 109

DCX

DECEMBER 31, 2024

Higher self-service adoption? Good Story Example: Before: Customers waited on hold for 20 minutes, leading to frustration and churn. ’ After: A self-service portal reduced wait times to under 2 minutes, saving $100K in support costs and boosting satisfaction by 20%. ’ ” 2.

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ROI Self Service Leadership Metrics 52

Comm100

APRIL 25, 2018

The book highlights a study that was conducted with more than 75,000 participants who had interacted over the phone or self-service channels. Customers usually call the support center as a last resort, having failed to find the answers they need on a web self-service platform or FAQs section.

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Self Service Company How To Effort Score 104

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. Download the GitHub repo and unzip to your directory. For instructions, refer to Installing the AWS SAM CLI.

Chatbots 115

Chatbots Self Service Omni-Channel Contact Center 115

Kayako

APRIL 28, 2016

This workflow can be followed by any customer service representative handling live chats, representing any type of organization. Download a printable version of the workflow, or read on for the step-by-step guidelines to live chat. Customers should not be made to wait when they initiate a chat request. You heard that right.

Customer Experience 120

Customer Experience Self Service Knowledge Base Customers 120

TechSee

MAY 18, 2022

This metric will provide essential insights into whether your current call center staff can handle the incoming inquiry volumes, whether you are overstaffed or understaffed at particular periods of the year, whether your agents are maximizing their time spent with customers, or whether more training is required.

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Call Center Contact Center Self Service Multi-Channel 109

Vonage

FEBRUARY 7, 2017

The fix: Invest in a system that enables customers to call your organisation, input the necessary information, then be directed to the customer service department best able to meet their requirements. This minimises wait times, reduces the need to be passed between multiple agents, and increases satisfaction.

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Customer Service Self Service How To Gamification 120

TechSee

AUGUST 17, 2022

Download the full report to learn more about the state of customer loyalty including, 4 top drivers of churn, and the efficacy of retention strategies today. Major brands worldwide are implementing visual technology to differentiate their service experience. Reduce Churn – Sensitivity to poor experience .

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Loyalty Report Self Service Poor Customer Service 109

Comm100

NOVEMBER 13, 2022

Chatbot responses have no delay, meaning an improved customer experience and lower wait times for all kinds of requests. Provides a self-service option. Information can be difficult to find in even the most well-kept support materials, and time is always at a premium to customers needing help.

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Chatbots Software Self Service Wait Times 130

Eptica

DECEMBER 11, 2019

Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. No surprise then that 87% of companies now offer some form of self-service, 62% of which is web self - service and 46% account specific. Share this page on: Tweet.

Self Service 75

Self Service Customer Service Social Media NPS 75

Thematic

MARCH 20, 2025

neutral, slightly annoyed, extremely frustrated) over time. Customer service teams can identify common pain points based on sentiment shifts and take proactive action. Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP?

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Analytics Customer Service Analysis e-support 62

Lumoa

AUGUST 8, 2023

For example, if customer service is a common complaint, you could aim for a 25% reduction in wait times within six months. It may involve improving processes, investing in new tools or training, or making changes to your products or services. Download your copy now!

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Analysis Survey Feedback How To 195

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. To learn more on this topic, download our latest ebook!

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Self Service Chatbots Policies Virtual Agent 83

Method:CRM

APRIL 11, 2023

Let customers self-serve Today, customers expect to be able to get things done quickly. The Xero customer portal is designed to make self-service easy. Your customers no longer have to endure frustrating customer experiences with long wait times for assistance. Download and print invoices.

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How To Self Service Banking Wait Times 94

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

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Virtual Agent Call Flow Self Service Contact Center 78

Comm100

MARCH 21, 2019

Your customers will always welcome shorter wait times, being able to contact you via mobile, and the ability for them to have a conversation emailed to them is also a helpful and unexpected feature. Download our annual Live Chat Benchmark Report for access to data-informed insights into live chat best practices and optimization.

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Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Your customers will always welcome shorter wait times, being able to contact you via mobile, and the ability for them to have a conversation emailed to them is also a helpful and unexpected feature. Download our annual Live Chat Benchmark Report for access to data-informed insights into live chat best practices and optimization.

Social Media 100

Social Media Multi-Channel Self Service System 100

BirdEye

SEPTEMBER 26, 2023

Reduced wait times with appointment According to one study, using AI to automate patient registration reduced wait times by an average of 12 minutes. Providing support through different channels is one way to provide better service and improve efficiency.

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Healthcare Hospitality Social Media Wait Times 111

DCX

JANUARY 21, 2025

If it’s about cutting costs, that shiny new self-service portal might be the way to go. Why It Works: You’ll have an easier time convincing leadership to back you. Does it fix their biggest pain point, shorten wait times, or make life easier? Download All 32 Prompts Now! ” Customers?

How To 52

How To Effort Score Self Service Leadership 52

Kustomer

MAY 25, 2022

Plus, 81% of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. A Forrester study shows that on average a customer service phone call costs $16. Download Kustomer’s guide to Delivering Data-Driven Personalized Support at Scale.

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Chatbots Consumers Social Media Customer Experience 98

Kustomer

JUNE 7, 2023

Download our CX trends ebook today and unpack the tips and tricks that can transform your organization. Customer Experience Trends in 2022 Keeping up with what’s new in customer service trends can be difficult when trends emerge so regularly. New trends that emerge quickly become baseline expectations for customers.

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Trends Self Service Customer Experience e-support 59

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service. This figure rose to 76% among 18-24-year-olds. “We

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

Bold360

MARCH 23, 2017

Apps take time and sometimes money to download, they take up valuable space on your mobile phone, and crucially-are often only relevant once a month or even less. They need no additional download, and we don’t need to get used to a new interface to benefit from them. Enter Bots. You’re creating a happy and satisfied customer.

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Omni-Channel Self Service Customer Service Chatbots 58

Quadient

SEPTEMBER 28, 2020

This has increased wait times and, in some cases, shut down systems. Therefore they are more open than ever to trying new technologies such as automated self-service options and chatbots to self-manage through relatively minor concerns. Keep it simple; remember Covid-19 has put a lot on peoples’ plates.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Kustomer

AUGUST 12, 2020

As seen in a recent CCW Digital webinar, during a peak in the pandemic, customer contact volume increased ten fold, while agent capacity decreased 20%, call duration increased 62%, wait times increased by 27 minutes, and as you would guess, customer satisfaction decreased — by roughly 28%.

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Self Service CRM Chatbots Contact Center 52

Kustomer

JULY 1, 2020

A total of 42% of customer service professionals reported not being able to currently manage 24/7 support, while long wait times and access to the right tools seemed to be less of a concern for CX organizations. Challenging inquiries are the number one reason CX teams report that they can’t deliver efficient support.

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Report Self Service Policies Tools 52

Kustomer

NOVEMBER 16, 2021

As companies strive to improve and accommodate unprecedented demands in the e-commerce space, many brands have begun to apply the hybrid model directly to their customer service centers. Measuring Customer Wait Times. Accelerating Response Times. Anticipating Trends. Capturing Large Amounts of Data.

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Customer Experience Customer Service Chatbots Self Service 59