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. However, it can be done, and the payoffs can be huge.

Self Service 52

Self Service Customer Service Management Knowledge Base 52

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Kustomer

MARCH 24, 2022

We went out and surveyed over 100 CX professionals, and here’s how they thought the world of CX would change in the next three years. Self-Service. These channel predictions from CX professionals are reflected in consumer survey data as well. Customers will prefer to use self-service options for most inquiries 43%.

Self Service 116

Self Service Consumers Chatbots Social Media 116

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. As the consumer landscape changes, employee expectations do too. links to solution provider websites, etc.),

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

InMoment XI

MAY 30, 2024

In a business landscape that has become digital-first, where consumers’ expectations can change overnight, it has never been more important to the success of your business to be able to understand and leverage data. However, collecting this data can be time-consuming and inefficient without the proper tools.

Analysis 260

Analysis Software Self Service Social Media 260

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. Published on: June 20, 2018.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

Beyond Philosophy

FEBRUARY 1, 2024

Our readers enjoy $ 500 off their first YouGov survey. Next, double-digit inflation in all areas of consumer goods has wreaked havoc on consumer spending habits. Moreover, their responses to a survey question might be a little different. Or they know, but don’t want to admit it on a survey. The results were funny.

Consumers 78

Consumers Self Service Survey System 78

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Analysis Call Center 60

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service. Smart Scheduling with AI.

Self Service 207

Self Service Innovation Analytics Transportation 207

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 They demand highly convenient and fast service. She’s a Millennial. trillion in spending — in the United States by 2020.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. They want relevant, personalized offers at the right moment.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. They want relevant, personalized offers at the right moment.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. They want relevant, personalized offers at the right moment.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Solvvy

OCTOBER 29, 2019

The modern consumer wants to seek out the answers independently when she has a question. Even after beginning with your self-service options , they’ll still end up contacting a customer support agent—and by this point, they’ll be even more frustrated than they started out.

Self Service 48

Self Service Knowledge Base Chatbots Travel 48

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Consumer Behavior, Higher Expectations are Changing the Game. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 306

Contact Center Self Service Analytics Banking 306

QuestionPro Audience

JUNE 3, 2019

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Definition.

Consumers 191

Consumers Industry Self Service Advertising 191

GetFeedback

APRIL 30, 2018

That’s why quick, transactional surveys are gaining popularity. Top 3 Marketing Surveys. Website Surveys. With website surveys , you can specify which pages you want your survey to appear on, as well as design different surveys for specific pages on your site. Blog Surveys. In-App Surveys.

Survey 207

Survey Marketing Self Service Feedback 207

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 98

Consumers Self Service Chatbots e-support 98

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Consumers 52

Consumers Self Service Survey Customer Service 52

Comm100

OCTOBER 10, 2022

We’ve seen in the first of our chatbot examples that chatbots can fully automate a large portion of common but time-consuming queries. With most queries handled by chatbot without a sacrifice to service quality, organizations can now introduce chatbots to offer 24/7 support for their most common requests.

Chatbots 217

Chatbots Self Service Examples Industry 217

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

Self Service 42

Self Service Strategy Chatbots How To 42

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

Self Service 40

Self Service Report Retail Survey 40

Kustomer

SEPTEMBER 1, 2022

Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

TechSee

JUNE 23, 2021

Today, remote assistance has become a standard in customer service and is here to stay. According to a recent survey , 42% of consumers indicated that they prefer to get remote support and avoid technician visits altogether even post-pandemic. . The Game-changing Benefits of Remote Visual Assistance.

Self Service 168

Self Service Industry Insurance Contact Center 168

NICE inContact

JANUARY 16, 2018

Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service. While demand for fast resolution across channels isn’t exactly surprising, what is surprising is the level of proactivity consumers expect from businesses.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 143

NPS Comparison Survey Net Promoter Score 143

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” My Comment: Self-service is great until it doesn’t work.

Self Service 68

Self Service Customer Service Contact Center Loyalty 68

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Competition is at an all-time high.

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Stella Connect

FEBRUARY 22, 2017

More than 90% of customers want and expect to be able to go to a brand’s website and make informed purchase decisions, perform account-related tasks, and get their questions answered without having to contact a customer service agent. Customer self-service isn’t just a courtesy: it’s an organizational imperative.

Self Service 40

Self Service Ecommerce How To Policies 40

ShepHyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196