TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Call Deflection Rate.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

TechSee

MAY 28, 2019

The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number. Proactive customer communications.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. So, be transparent and let your customers know who they are dealing with up front. . Changing Consumer Behavior.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

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.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Interactions

MAY 28, 2020

Customers are more accepting of home deliveries than shopping in stores. They are more open to video and teleconferencing than meeting in person. And, they are more willing to use self-service technologies to communicate with brands. Are you ready for AI or Virtual Agents? Where can you automate?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Kustomer

JUNE 27, 2022

What Are the Benefits of Customer Service Software? Customer service tools can transform customer service for companies of any size. Utilizing these tools enables faster, more efficient, personalized support while still imparting a brand-specific and customer-centric experience.

Software 98

Software Tools Customer Service Self Service 98

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Virtual and non-virtual spaces are merging. Get Onboard: More than anything, customers appreciate the fusing of virtual and physical spaces for the convenience.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102