TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.

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TechSee

SEPTEMBER 10, 2019

Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

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Kayako

APRIL 14, 2016

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. Why use video in self-service support?

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NobelBiz

OCTOBER 25, 2022

Customers have always had self-service capabilities. But digital transformation really is about making those self-service capabilities available through digital channels. The post VIDEO + ARTICLE: Digital Transformation Is About Customer Self-Service appeared first on NobelBiz®.

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TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He clicks on programming and is met with a series of videos explaining exactly what he needs to do. Now that’s true success!

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delighted

MAY 4, 2022

If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important? Customers prefer self-service solutions .

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Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

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NobelBiz

JUNE 14, 2022

The post VIDEO & ARTICLE: ‘Increasing self-service’ as part of the future appeared first on NobelBiz®. Supporting the future agent with the proper tools and efficient technology will look a bit different with the increase of complex calls and contacts.

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NobelBiz

FEBRUARY 17, 2022

Leveraging self-service in Debt Collection with web-based technology has increased customer experience, reduces contact volumes and improved efficiency. The post VIDEO & ARTICLE: The Rise of Self-Service in the ARM space appeared first on NobelBiz®.

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TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

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Team Support

MARCH 6, 2020

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue.

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TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

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Kayako

DECEMBER 1, 2016

With more and more research supporting the notion that people prefer to help themselves rather than reach out to support, delivering exceptional self-service has become mission-critical. Be mindful when scaling your self-service. Self-service comes in lots of shapes and sizes.

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Team Support

APRIL 6, 2021

Add humanity to your self-service support options. They do this through the use of self- service support options. B2B customer support software that provides self-service options helps your agents arrange, manage and maintain entries so they remain up to date.

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Kayako

MAY 19, 2016

Everyone loves self-service content. Every task or concept that you cover in your self-service content should live in one place. Your self-service content should have a good mix of text and screenshots. Allow the video to show the specifics. Use your self-service documentation internally.

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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.

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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.

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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. 001 (What is an Amazon Echo Show) and FireTV.001 001 (What is an Amazon Fire TV).

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Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

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CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.

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AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

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TechSee

JULY 28, 2023

Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-service in the electronics industry. AI-powered solutions, such as computer vision, play a pivotal role in enhancing support centers and self-service experiences.

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Kayako

APRIL 7, 2016

I personally use software called Screenflow for both my audio and video, but there are multiple options out there to suit your personalized needs. Recording your video. You should expect your script to be somewhere between 500 and 1,000 words on average to end up with a 3-7 minute video. Record your video. Some time.

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Kayako

MARCH 24, 2016

These are videos that walk your customers through a specific feature or a hands-on tutorial. The main trick here is making sure your screencast works just as well if someone listens and follows along rather than watching the video. Self-service documentation is absolutely ideal for this learning type, because they want to be hands on.

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Bold360

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work.

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TechSee

OCTOBER 9, 2018

According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Self-service platforms.

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Elevio

JUNE 18, 2018

It’s quicker and easier than ever to try out a self-service platform like Elevio. How are they using images, gifs and video? Do these articles give me more confidence in the product or service? But if you’re going to start delivering support content, you’re going to need.support content. Not sure where to start?

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Solvvy

OCTOBER 29, 2019

If she’s looking for tips on how to update a subscription or change an order, she doesn’t want to spend fifteen minutes waiting on hold to talk to a customer support agent; she wants to find the answer in the FAQ or watch a two-minute video for guidance. . Let’s say you run an online pet store.

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Comm100

MARCH 21, 2023

In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too.

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TechSee

FEBRUARY 9, 2020

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees. Remote video support – narrowing down the choice.

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Oracle

JUNE 19, 2019

In this 16th video in the Smarter Demos series, we take a look at some of the latest CX tech for HR departments and employees. Vaishali Gohel, Senior Manager, Cloud Solutions Hub, Oracle describes a self-service bot that solves questions 24/7 for HR departments and employees. Watch our interview or read the transcript below.

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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. Those customers who needed further assistance were directed to a live video chat with a contact center agent.

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CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI Encourage self-service guided advice – at EBI.AI Expect to see more of this type of ‘guided advice’ as innovations in AI power live video chats between digital assistants and customers to enrich the end-to-end property experience.

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transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 What is Customer Self-Service? Why Self-Service is Important? Ways to Have an Excellent Self-Service Support.

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Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

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