TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. According to TSIA, customers prefer self-service to phone and email – and this gap is only continuing to grow.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store.

Self Service 55

Self Service Retail Training Tips 55

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Ah, the holidays. Well, not exactly. Don’t forget about the post-holidays rush.

Self Service 259

Self Service Customer Service How To B2C 259

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Myra Golden

JULY 11, 2019

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. In this article, I’m going to show you how to spot when it’s time for you to step up, and help a customer use self-service, much like the airport employee did for me.

Self Service 53

Self Service Airlines Tips Customers 53

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. And so forth. email, chat, web).

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

TechSee

MARCH 10, 2021

Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation. In 2021, remote support has become a standard in customer service and is here to stay. But the organization benefits as well.

Self Service 109

Self Service Customer Service Video Engagement 109

Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. A study by Demandbase has recently looked into how AI can improve the customer experience. Bottom line?

Self Service 49

Self Service Social Media Financial Knowledge Base 49

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self Service 48

Self Service Customer Experience Contact Center Knowledge Base 48

Natalie Petouhof

APRIL 6, 2016

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. This paradigm is false. It makes no sense at all. drnatalie petouhoff.

Self Service 40

Self Service Report Company Social Media 40

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 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

Think Customers

JANUARY 23, 2015

Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service communication channels is trending upwards.

Self Service 40

Self Service Customer Service Trends Customer Engagement 40

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

Verint

MARCH 21, 2018

Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint to deliver strong AI-based self-service solutions across both voice and digital channels.

Self Service 36

Self Service Chatbots User Experience Customers 36

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Because of the nature of online retailers, many of these companies never actually come face-to-face with their customers. 2) Online Retailers.

Industry 136

Industry Self Service Customer Service Banking 136

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

Bold360

MARCH 20, 2020

It takes more than one or two interactions to convert today’s customers into loyal buyers. It’s actually the combination of customer engagements integrated across multiple channels over time, delivered wherever your customers are, that creates a strong emotional connection to your brand. good customer service).

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

Uniphore

OCTOBER 5, 2018

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Read More.

Self Service 100

Self Service Customer Service Contact Center System 100

InMoment XI

FEBRUARY 14, 2024

Omnichannel experiences make it easier for customers to engage with a brand by providing multiple channels through which they can interact. Whether they prefer to shop online, visit a physical store, or contact customer service via social media, customers have the flexibility to choose the most convenient option for them.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Verint

DECEMBER 18, 2017

Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR?

Self Service 24

Self Service Innovation Customer Engagement Engagement 24

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Bold360

APRIL 30, 2020

As traffic to digital channels has surged, and as service delivery has been challenged by service employees increasingly working from home (with pets and kids to manage), companies have struggled to manage traffic flows while maintaining service quality. Conversational AI and “Blended” Service Delivery.

Omni-Channel 66

Omni-Channel Self Service Customer Engagement Engagement 66

COPC

FEBRUARY 19, 2016

Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. utilize multiple channels, including self-service options.

Self Service 40

Self Service System Multi-Channel Contact Center 40

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 146

Customer Service Self Service eBook Loyalty Programs 146

Verint

SEPTEMBER 13, 2017

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. However, communities should not be set up and then forgotten.

Self Service 26

Self Service Management Contact Center Social Media 26

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Improve CSAT, NPS, customer lifetime value (CLV)…. So, consider where the data in customer service resides.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

CSM Magazine

JANUARY 31, 2024

With deteriorating services, the company may lose its reputation and deal with a negative experience. This shows that customer engagement and experience matter, too, while selling policies. This means making their insurance availing and acclaiming journey a smooth process without any hassle.

Insurance 59

Insurance Industry Self Service Customer Service 59

Solvvy

JANUARY 8, 2020

Here’s a look at some of the other advances we’re likely to see in the coming decade to facilitate better customer support. The rise of customer self-service. Innovations in artificial intelligence.

Self Service 88

Self Service Technology Trends Customer Service 88