NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. But does that mean agent-assisted methods, such as phone and chat support, are quickly becoming obsolete? This doesn’t mean that self-service volume is shrinking. Download your copy today.

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Self Service Contact Center Social Media Chatbots 121

BirdEye

MAY 31, 2024

This blog post serves as the ultimate guide for healthcare brands, highlighting the features and benefits of an ideal webchat solution. Patients often use online channels like web searches, social media platforms , and instant messengers. Let’s explore them in detail.

Healthcare 73

Healthcare Tools Multi-Channel Omni-Channel 73

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more?

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Self Service Omni-Channel Contact Center eBook 150

Bold360

APRIL 12, 2021

As self-service tools improve, customer adoption is rising. . Customers who simply demand faster and better support have become much more open to self-service options. Self-service tools have become more widely utilized and also more user friendly, improving the customer experience (CX).

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Self Service Customer Engagement Trends Engagement 52

SurveySparrow

JULY 27, 2023

In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. We’re talking about websites, mobile apps, social media, online chat, and more! It’s all about the interactions and touchpoints a customer has with a brand through digital channels.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Are you being realistic about whether your customer service really satisfies your customers? And what about your company? The results?

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Self Service Contact Center Chatbots Omni-Channel 136

Bold360

AUGUST 18, 2020

Self-service tools help drive digital-first CE. The survey shows steady growth in the adoption of self-service tools: 68% of respondents say “they have [self-service] options including FAQs, knowledge bases, and/or chatbots, based on text analysis and capable of agent escalation where appropriate.”.

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Self Service Customer Engagement CEM Engagement 52

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.

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Self Service Contact Center Omni-Channel Chatbots 138

ShepHyken

NOVEMBER 29, 2019

Message bots to enable round-the-clock, multi-purpose customer service. Bots are probably the most versatile technology being used in modern customer service teams. They are useful when the customer service team is not available. Amazon is using bots for quick queries and complaint resolution.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

GlowTouch

DECEMBER 12, 2022

Within customer support outsourcing industry, there are diverse opinions that range from AI and chatbots as indispensable parts of a customer service operation to an innovation that causes more problems than it solves. For instance, we know, and the data confirms that customers prefer live chat as a communications channel.

Self Service 52

Self Service Contact Center Multi-Channel Knowledge Base 52

Esteban Kolsky

AUGUST 28, 2018

I don’t write research notes anymore, but here is a blog post explaining the slide and the lessons learned behind it. One of the biggest ones the last three years has been the rise of self-service (again), and chatbots (also, again). Why are companies embracing self-service and chatbots for customer service?

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Self Service Customer Service Multi-Channel Chatbots 95

ClientSuccess

JULY 23, 2019

CRM and service automation platforms deliver on this critically time-sensitive expectation. Be it a round-the-clock self-service portal, help center or chatbot, automation is a cost-effective way to give customers exactly what they want. Multi-Faceted Customer Agents. Amplified Chat Support.

Self Service 40

Self Service Trends Customer Service Social Media 40

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Esteban Kolsky

AUGUST 28, 2018

I don’t write research notes anymore, but here is a blog post explaining the slide and the lessons learned behind it. One of the biggest ones the last three years has been the rise of self-service (again), and chatbots (also, again). Why are companies embracing self-service and chatbots for customer service?

Self Service 60

Self Service Customer Service Multi-Channel Chatbots 60

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

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Multi-Channel Self Service Social Media Chatbots 45

transcosmos Information Systems

OCTOBER 2, 2018

Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. There should never come a time when you feel complacent about the service that you’re providing them. Better yet, set up chat support on your website.

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Omni-Channel Customer Service Multi-Channel Self Service 48

BirdEye

SEPTEMBER 11, 2023

Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. This is especially true for multi-location businesses catering to local customers. In this blog post, we explore how businesses can drive delight in their customers with AI-driven customer experience models.

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Customer Experience Self Service Social Media How To 112

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. Types of Customer Support Software.

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Software Tools Customer Service Self Service 98

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

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Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Kustomer

FEBRUARY 29, 2024

Users can access reports in various formats, including overviews or segmented by channels, agents, macros, satisfaction, and revenue. Omnichannel Support Omnichannel support ensures seamless communication across various channels, enabling consistent and integrated customer experiences regardless of the platform or device used.

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e-support Feedback Multi-Channel Self Service 52

Upstream Works

OCTOBER 21, 2022

Today, customer service is omnichannel, and that brings more challenges and opportunities for integrations. First, there are integrations with communication channels and applications – voice, email, chat, messaging, video, co-browse, social and bots. Multi-Party Customer Support.

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Contact Center Multi-Channel Omni-Channel Self Service 78

NICE inContact

JUNE 18, 2019

Trends have moved away from phone service and email, and if you didn’t know that customers demand digital-first omnichannel solutions, you probably aren’t listening to your customers. Customers want more options for customer service, specifically social media and digital channels. 3) Check out chatbots.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

SurveySparrow

OCTOBER 18, 2022

Zoho Desk is a popular customer service software, but it’s not the only one out there! In this blog post, we will explore 10 Zoho Desk alternatives that have similar or better features. . Salesforce Service Cloud. Hubspot Service Hub. 10 Zoho Desk Alternatives that Will Help You Boost Your Customer Service.

Software 52

Software Self Service Customer Service Knowledge Base 52

Bold360

MAY 3, 2021

He helped a UK-based financial services company reduce escalations to its agents by creating decision-tree chatbots that lead customers through a multi-layered eligibility process. But not everything can be done via self-service. Liberating Agents from the Routine.

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Self Service Multi-Channel Chatbots How To 52

Totango

AUGUST 11, 2022

Blog content consumption. Live chat and chatbot conversations. Video chat. The wide variety of channels involved in SaaS customer exchanges and the multi-faceted levels of decision-makers who may be involved make digital client interactions and relationships highly complex. Social media posts. FAQ searches.

Tips 106

Tips How To Customer Journeys Net Promoter Score 106

Eptica

FEBRUARY 1, 2017

For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? We now have a multi-device, multi-screen and multi-channel environment. RV: Multiplying the number of contact channels has generated freedom for consumers, but also four key issues: 1.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will the vendor support integrations with your current channels? Will the vendor provide 24/7 service monitoring? Additional Considerations for Live Chat Software.

Software 103

Software Customer Engagement Engagement Social Media 103

transcosmos Information Systems

APRIL 9, 2017

Cloud services enable businesses and customers to access information from anywhere, but old service desks do not have cloud functions. Without modern self-service offerings, running a dated service desk will result in incessant tickets and support requests. What are the Challenges of Today’s Service Desks?

Infographics 82

Infographics Self Service Multi-Channel Social Media 82

transcosmos Information Systems

APRIL 9, 2017

Cloud services enable businesses and customers to access information from anywhere, but old service desks do not have cloud functions. Without modern self-service offerings, running a dated service desk will result in incessant tickets and support requests. What are the Challenges of Today’s Service Desks?

Infographics 48

Infographics Self Service Multi-Channel Social Media 48

SurveySparrow

OCTOBER 2, 2020

Multi-language surveys. Product Marketing Tool #8 Intercom: There was a time when businesses used different channels for various functions. Features of Intercom: It has interactive apps, self-service tools, conversational bots, and product tour features. Mobile-first surveys. Recurring surveys. Gain rich insights.

Tools 59

Tools Marketing Infographics Analytics 59

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. PR Software.

Social Media 124

Social Media CRM Self Service Software 124

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Kevin Leifer. Kean Graham. Greg Dewald. Ben Thompson. Chloe Thomas. Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. The question is a loaded one. Restaurants. Travel and Tourism.

Software 106

Software Customer Engagement Engagement Omni-Channel 106