TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Cloud-based, omni-channel CRM solutions. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Comm100

MARCH 21, 2023

Provide more channel choice with omnichannel Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support. Today’s customers simply want to use the channel that suits them in that moment.

Self Service 237

Self Service Customer Service Strategy Omni-Channel 237

Comm100

MAY 7, 2024

By streamlining workflows, offering intuitive self-service, and automating repetitive tasks, businesses can reduce hurdles, creating a smoother journey and less frustration. Streamlined customer service demonstrates that a company values customers’ time, leading to positive word-of-mouth and brand affinity.

Customer Service 240

Customer Service Strategy Self Service How To 240

Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Kayako Benefits for Namecheap: Improved self-service knowledge base.

Case Study 296

Case Study Study Self Service Customer Service 296

TechSee

APRIL 17, 2022

Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. This omnichannel customer experience enhances operational efficiencies, drives both customer and employee satisfaction, and, importantly, is increasingly expected by today’s customers.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service. Just looking at calls isnt enough anymore. But even thats not the full story.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

AUGUST 16, 2018

While most companies still use traditional metrics like CSAT and Net Promoter Score, we’re seeing more and more teams shifting to CES to measure their overall performance across channels. As more companies move toward offering omni-channel customer support, CES will continue growing in popularity. Self-Service Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Lumoa

APRIL 28, 2020

Focus on self-service As businesses or organizations are becoming more tech-savvy, so are their customers as well. In fact, 70% of customers actually expect a company’s website to include self-service options. Typical examples of self-services are FAQs, knowledge base and online discussion forums.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

Calabrio

MARCH 5, 2025

Accurately measuring FCR in an omnichannel contact center requires the ability to track a single issue across multiple channels and touch points, tie together disparate contacts, and have visibility and insights into the whole situation. Empower customers with self-service to reduce contact volume.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Team Support

APRIL 6, 2021

Customers prefer omnichannel support options. Industry research implies that most organizations still haven't implemented omnichannel support, and in fact many don't have agents cross-trained to handle multiple channels at all. Add humanity to your self-service support options.

Self Service 64

Self Service Omni-Channel B2B Multi-Channel 64

Comm100

FEBRUARY 5, 2018

Self Service Software. Multichannel and Omnichannel Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. Self Service Software.

Social Media 171

Social Media CRM Self Service Software 171

Team Support

APRIL 12, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

Self Service 58

Self Service Omni-Channel B2B Knowledge Base 58

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. But they also want their experiences to be consistent across channels. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently. Heres how: 16.

Contact Center 130

Contact Center Management Strategy Call Center 130

CSM Magazine

JULY 24, 2015

As social media and website capabilities evolved, channels were expanded further. Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This multi-channel customer support model is now the standard rather than the exception.

Omni-Channel 40

Omni-Channel Self Service Multi-Channel Social Media 40

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Software 52

Software Customer Service Self Service Omni-Channel 52

ShepHyken

NOVEMBER 14, 2024

Content generation for customer self-service, with 51.7% A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. plan to implement service-level agreements to ensure quality. of businesses already leveraging this capability and another 37.6%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

CSM Magazine

MARCH 27, 2025

Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems. This frees up your team to focus on more complex customer issues. into a single interface.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Calabrio

APRIL 11, 2025

searching the internal knowledge base, and accessing performance or evaluation data within a reporting dashboard. Communication Platforms: Effectively using phone systems (including functions like hold, transfer, mute), chat interfaces, email clients, and any other channels. switching from chat to call).

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self Service 52

Self Service Contact Center Omni-Channel Knowledge Base 52

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Consumers are used to comfort and convenience, and have little patience for hassle or waiting.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot. CSS for Today’s New Normal.

Self Service 52

Self Service Chatbots Omni-Channel Knowledge Base 52

Upstream Works

SEPTEMBER 1, 2020

That’s why it’s important for the company to invest in an omnichannel contact center platform that gives agents access to everything they need on one desktop. Utilize Self-Service Options. Lessen this strain by making use of self-service options.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Bold360

JANUARY 10, 2017

Address common customer service issues with self-service. Knowing this combines with the ability to segment and intelligent tech to provide contextual, personalized answers and allow your site to make the most of visitors and impress them with facilitated self-service and targeted experiences.

Self Service 40

Self Service Omni-Channel Travel Retail 40

rethinkCX

FEBRUARY 13, 2025

Deliver Outstanding Customer Support Implement omnichannel support across phone, email, live chat, and social media. Train customer service teams to handle queries efficiently and empathetically. Offer self-service options like FAQs and knowledge bases. Improve accessibility for all users.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52

Comm100

JANUARY 14, 2016

A Deloitte Point of View report states emphatically that omni-channel retailing is the future of business, and most experts agree. However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. Self-Service Tools – Good for Everyone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Comm100

FEBRUARY 10, 2022

Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step. Go omnichannel with your customer support. Create self-service portals.

Self Service 130

Self Service Customer Service Strategy How To 130

InMoment XI

JULY 25, 2024

Implement Omnichannel Integration To create a great contact center experience, your customers need to be able to interact with you via the channel that is the most convenient for them at the time. These solutions can be transferred to an agent if the severity of the issue calls for it.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Comm100

APRIL 30, 2020

Provide answers with a flexible knowledge base. Almost every customer service team is going to be receiving queries they haven’t had to field before and may not even know the answers to. One way to deal with this is through an intelligent knowledge base. Simplify with an all-in-one omnichannel platform.

Knowledge Base 147

Knowledge Base Omni-Channel Self Service Social Media 147

CSM Magazine

SEPTEMBER 17, 2022

As online sites like the Boldist explains , providing customers with inclusive self-service options on your website is critical. It’s a process that needs a careful review of the self-service prompts you present on your website. It’ll simplify your work when setting up the support channel on your website.

Self Service 52

Self Service How To Infographics Omni-Channel 52

Comm100

FEBRUARY 23, 2021

No matter what channel your customer connection with you on, your agents know all previous conversation history and can provide personalized and helpful support. Tips for unifying your customer service approach: – Use omnichannel customer service software. Free all-in-one customer engagement platform. Sign Up Free.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

CX Journey

MARCH 7, 2019

For example, things like checking a statement balance or order status can be achieved via a self-service system, while other tasks, like disputing a charge on a bill, definitely need direct interaction (e.g., 3 Offer a unified experience The omnipresent customer needs an omnichannel experience. by phone) with a person. #3

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options.

Call Center 105

Call Center Self Service Contact Center Customer Service 105