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

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

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. Want to learn about healthcare CX technology? Download the Article.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

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

InMoment XI

JANUARY 2, 2023

Onboarding can be self-service or high touch, and likely a combination of both. With that in mind, you’ll want to start by taking stock of each potential interaction with your company, website, products, self-service support, and customer-facing representatives. Check out our eBook on the subject! Your Next Steps.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Russel Lolacher

MARCH 29, 2021

SMS self service is no different. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Self-Service: allowing customers to report stolen bank cards. Self-Service: report a problem with campus facilities.

Self Service 52

Self Service Engagement Banking eBook 52

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Kayako

SEPTEMBER 1, 2016

As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. And these moments occur across two types of channels: Self-service channels. Personal service channels. Self-service channels: Helpful content that’s convenient and easy to access.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Inbenta

MARCH 30, 2021

Customer service automation looks to resolve customer requests quickly and effectively. There are several ways that businesses are looking to do this, from optimizing their customer self-service portals and knowledge management systems to deploying live chat and chatbots using AI and ML.

Self Service 136

Self Service Customer Service Marketing How To 136

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care. How will that impact you going forward?

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

NICE inContact

OCTOBER 11, 2019

And the integration needs to go beyond agent-assisted channels to also include self-service. In fact, as adoption of digital self-service channels increases, the urgency to allow seamless movement across any-and-all channels increases. You can learn more by downloading our free eBook today.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Inbenta

JANUARY 30, 2020

They can, for example, transform visitor servicing in touristic places after hours, when travelers are arriving at a destination and the visitor information centre is closed. With this self-service solution, you increase your chances of converting these prospects into customers. ” (Econsultancy).

Tourism 121

Tourism Chatbots Self Service Industry 121

Comm100

JUNE 13, 2018

Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season. Self-service takes the pressure off of busy customer service channels, and empowers customers to get answers to their questions and complete processes without help.

Tips 168

Tips Self Service e-support Social Media 168

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . When implementing a self-service tool, most businesses expect short to mid-term results. So how does that really affect self-service rates? Why are companies struggling with automation?

Self Service 98

Self Service Chatbots eBook Training 98

ShepHyken

DECEMBER 7, 2020

My Comment: Our friends at Mitel have created a very cool ebook with a fantastic user experience. Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Numerous experts were consulted. When you click on their images, their insights appear.

Customer Service 116

Customer Service Self Service eBook Loyalty Programs 116

TechSee

MARCH 5, 2019

Insurance Claims Processing through Computer Vision – the eBook. The eBook also explains the close relationship between computer vision and augmented reality, and how the combination of the two can enhance the customer experience. The eBook also provides insurers with practical advice for implementation.

Insurance 95

Insurance eBook Self Service Travel 95

BlueOcean

APRIL 30, 2021

Traditional self-service volume peaks have all changed dramatically – for many brands, consumer peak volumes shifted toward day time hours from evening hours, and pandemic insomnia brought more customers than ever to these channels in the middle of the night.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Inbenta

JANUARY 17, 2022

Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support. Read our ebook: Customer service automation. 3 elements to deliver market-leading customer service. Are you curious about intelligent automation and self-service tools?

Self Service 98

Self Service Trends Customer Service Chatbots 98

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

Solvvy

JANUARY 8, 2020

The rise of customer self-service. We’ve already seen self-service take off in brick-and-mortar shopping: Think of the self-checkout booths at McDonald’s and Walmart, enabling customers to make their selections and complete their purchases faster and more efficiently, with help from an in-store associate when needed. .

Self Service 88

Self Service Technology Trends Customer Service 88

ShepHyken

APRIL 5, 2021

I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use.

Customer Service 127

Customer Service Self Service Contact Center Tips 127

Uniphore

JUNE 7, 2021

Even in a world of self-service, great customer service matters, perhaps more now than ever. Take the definitive Agent Assist eBook with you. Definitive Guide for Agent Assist. Everything you wanted to know about assisting your agents with AI and RPA. What is the Business Case for Agent Assist? Download Now.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Top-of-funnel activities like identifying and evaluating new suppliers offer more self-service options — up in a new McKinsey study from 22% of respondents in August 2020 to 34% in February 2021. This is part 5 in a 5-part series.

B2C 98

B2C B2B Self Service e-support 98

Playvox

APRIL 21, 2023

Supplement Live Channels With Self-Service Increasingly, customers show an interest in helping themselves with simple issues. Offering self-service gives customers a chance to take care of their problems quickly and eases ticket volume for your team. Self-service can be a win-win for agents and customers.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Inbenta

NOVEMBER 9, 2021

Guiding Bank Consumers Towards Digital Self-Service. Digital services have become mainstream features in nearly every sector. Any service that can be delivered online, is technically a digital service. The combination of digital services and self-service is a different matter. .

Chatbots 95

Chatbots Banking Customer Care Self Service 95

TechSee

MARCH 17, 2020

Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

Self Service 109

Self Service Knowledge Base eBook Analysis 109

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.

Self Service 104

Self Service Company How To Effort Score 104

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. Target Marketing and Advertising.

Innovation 109

Innovation Company Self Service Insurance 109

Oracle

DECEMBER 6, 2018

By using smart locations tools, field service organizations can track techs who are traveling between locations in real time, improving communications with customers and corporate management for better planning and visibility. To learn more, view The Future of Field Service and the Connected Mobile Workforce ebook.

Innovation 108

Innovation Customer Experience Self Service eBook 108

BlueOcean

OCTOBER 6, 2020

Whether it’s from self-service to live chat to phone or some other combination, the reality is that the wider your omnichannel offering, the more complex the customer journey. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?” and let us know if you’re looking for more value from your partner.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Team Support

JUNE 14, 2019

Adding in live chat and self-service channels via your customer support system will not only increase customer happiness (more ways to contact you) but also reduce ticket volume. Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank.

System 75

System Self Service eBook Customer relationships 75

Inbenta

MARCH 25, 2020

For example: Improve user experience: By adding a new self-service tool. If your chatbot project is part of a more global self-service experiment, it is probably necessary to involve customer journey experts, analytics experts, ergonomists, business experts, legal experts, etc. Sure, but what are the objectives?

Chatbots 89

Chatbots Self Service Tips How To 89

Inbenta

AUGUST 3, 2021

Self-service is no longer merely an option—70% of customers expect to be able to find their answers on their own, via a knowledge management system or AI chatbot, without having to contact a customer service department. Enhance customer experience (CX) and boost your sales.

Software 84

Software Self Service Customer Service Knowledge Base 84

Interactions

JULY 22, 2022

But when implementing self-service options, businesses must ensure that it’s actually helping customers, and not making their journey more complicated. With the proper technology, self-service interactions will actually serve customers better than a human agent. Find points of inefficiency. Keep loyalty high.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

Interactions

JUNE 25, 2020

Without automation and self-service, every customer requires an agent’s help to resolve their query. Consumers are definitely more sensitive now more than ever – the absence of self-service and never ending hold times definitely feel more frustrating than ever before. Then, check out our eBook for next steps!

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

ShepHyken

AUGUST 20, 2018

Self-Service. Self-Service : While self-service sounds like it’s making more work for the customer, this isn’t really the case. Many customers prefer the self-service checkout option at the grocery store if it means not having to stand in a long line. They are: 1. Reduce Friction. Technology.

Self Service 82

Self Service Industry Banking Video 82

ProProfs Chat

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. Now, her expectations aren’t just met but exceeded with Amazon services. Accurate Information Via Self-Service.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105