Uniphore

AUGUST 6, 2021

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

ProProfs Chat

JANUARY 29, 2020

Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. But, why is that so, and what exactly is multi-channel customer service?

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

TechSee

OCTOBER 9, 2018

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. According to a report by Pew Research Center , 85% of Millennials say they use social media. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Team Support

APRIL 6, 2021

While multi-channel, or omnichannel , is a term that's thrown around a lot these days, it's important to understand the difference between simply offering different channels for customers to use, versus making those channels unified so that each request is recorded and easily answered in one system.

Self Service 64

Self Service Omni-Channel B2B Multi-Channel 64

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. That’s where customer experience platforms come in.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Interactions

FEBRUARY 6, 2025

According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. About one in six said there was no follow-up after initial discussions, and for those who did hear back, 40% reported interacting with two or more peopledemonstrating a potentially disjointed experience.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

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. A good choice if live chat is your primary support channel.

Software 52

Software Customer Service Self Service Omni-Channel 52

NICE inContact

JUNE 28, 2017

While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to customer service agents when needed. New technology can enhance both agent-assisted and self-service interactions. Get your copy of the complimentary report here.

Report 120

Report Customer Experience Self Service Trends 120

NICE inContact

NOVEMBER 12, 2019

Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

NICE inContact

NOVEMBER 20, 2017

They are often differentiated by the fact that a voice portal is expected to support automated speech recognition (ASR) and text-to-speech (TTS); IVR may only support dual-tone multi-frequency (DTMF, aka touch-tone®). And don’t forget: review your IVR reporting so you can understand what works well, and improve what does not.

Self Service 120

Self Service Interaction Multi-Channel Contact Center 120

NICE inContact

NOVEMBER 20, 2017

They are often differentiated by the fact that a voice portal is expected to support automated speech recognition (ASR) and text-to-speech (TTS); IVR may only support dual-tone multi-frequency (DTMF, aka touch-tone®). And don’t forget: review your IVR reporting so you can understand what works well, and improve what does not.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. At the same time organizations are facing a dramatic increase in the number of customer contacts they receive, across an expanding range of channels. Self-service systems provide the answer. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. And the digital transformation has made personalization easier to achieve.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

TechSee

DECEMBER 16, 2021

According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely. Rising demand for self-service Today’s on-demand generation will not be kept waiting.

Call Center 124

Call Center Trends Self Service Contact Center 124

InMoment XI

SEPTEMBER 17, 2024

Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? Customer Empowerment Give customers the ability to manage their journey by offering self-service options and transparent processes.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

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. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. But what options should businesses offer?

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NobelBiz

NOVEMBER 6, 2023

CCW reports that 91% of companies report their agents must access multiple screens during an interaction. Many CCaaS (Contact Center as a Service) providers in the market operate within multi-tenant cloud environments, which often offer limited access to the data necessary for advanced automation. alone by 2040.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. Studies show that 35% of dentists already use AI, and 76% report improved workflows and predictive analysis as the top benefits.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Optimove

FEBRUARY 23, 2025

Self-Service Data Ingestion : Marketers now have greater control over their data with our self-service ingestion feature. WhatsApp Integration : With nearly two billion active users worldwide, WhatsApp has become an essential channel for businesses.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Kustomer

DECEMBER 30, 2020

New Channels To Meet Customers Where They Are. Turnkey Integrations for Voice Apps: With voice still being the top channel for support, we launched turnkey integrations with various voice contact centers such as Aircall and UJET , to help you deliver hyper-personalized support for those users. Pair Humans With AI to Enhance Efficiency.

Self Service 97

Self Service Multi-Channel e-support Report 97

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Kustomer

JANUARY 7, 2022

Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters. According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history. How to Provide Quality CX During the Holidays.

Self Service 82

Self Service Social Media How To Chatbots 82

NICE inContact

JUNE 30, 2016

While this type of software does provide some out-of-the-box reporting, the real benefit comes from people with intimate knowledge of your operations who are able to discern specific actionable insights not always found in the standard reporting. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

SurveySparrow

FEBRUARY 20, 2020

Salesforce Service Cloud. Hubspot Service Hub. Freshdesk is one of those big names in the industry that delivers a self-service, AI-driven and omnichannel customer service solution for you. The cloud-based customer service software offers you relevant features like: Multi-channel communication.

Software 96

Software Self Service Customer Service Multi-Channel 96

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. . Gives a Collective Content Experience, between all of these channels.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

NICE inContact

OCTOBER 22, 2019

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. Your IVR reporting shows a lot of lost calls and/or callback requests There are many reasons for why customers hang up in your IVR system.

System 120

System Self Service Contact Center Customer Satisfaction 120

COPC

FEBRUARY 19, 2016

utilize multiple channels, including self-service options. The use of multiple channels is not the whole story. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels. Customers want to be in and out and have their solution.

Self Service 40

Self Service System Multi-Channel Contact Center 40

Kustomer

JANUARY 8, 2024

Some Zendesk customers have reported they make it very hard for you to cancel once something goes wrong, plus you’ll be dealing with unresponsive customer support. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Self Service 82

Self Service Omni-Channel Multi-Channel Knowledge Base 82

SurveySensum

FEBRUARY 6, 2025

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Qualtrics provides robust and analytical reporting capabilities, enabling you to analyze data with real-time dashboards and in-depth segmentation.

Tools 52

Tools Comparison Self Service Analysis 52

Kustomer

AUGUST 24, 2021

In August and September, Digital Commerce 360 asked 100 e-commerce executives what their budgetary priorities were for the coming year and 51% reported back that e-commerce platforms were at the top of their list. When interaction beyond self-service support is necessary, an omnichannel approach also empowers your team members.

e-support 114

e-support Customer Experience Self Service Omni-Channel 114

Storyminers

DECEMBER 22, 2017

The Temkin Group reported last year that “companies that outpace their competitors in customer experience have 50% more engaged employees than those with a customer experience that lags their peers.”. That will increase engagement as well. Employee engagement and customer obsession across all departments.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? How about the latest digital channels? Are you being realistic about whether your customer service really satisfies your customers? Organizations’ perceptions about how they execute service don’t always align with consumers’ actual experiences.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

TechSee

MAY 18, 2022

Download this report to explore how visual assistance cuts costs in the contact center by enhancing operations metrics. Occupancy Benchmark Per Customer Service Channel. Customers have varying expectations of different service channels. In other channels, such as email or chat, occupancy can be set higher.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Help Scout

MAY 18, 2021

Not only can live chat offer the same immediacy, it’s also less resource-intensive — and it’s the preferred support channel for many. Further, chat tends to have the highest levels of customer satisfaction of any support channel at 73% – versus 61% for email and 44% for phone. SnapEngage Best live chat tool for multi-channel chat.

Tools 116

Tools Self Service Multi-Channel Chatbots 116