Win the Customer
DECEMBER 20, 2023
In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Let’s delve into the pros and cons of each to empower informed decision-making.
Kustomer
SEPTEMBER 7, 2021
Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.
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NobelBiz
APRIL 3, 2023
This makes the contact center business or department inefficient and unable to promptly solve more serious issues by generating long call queues and ramping up the wait time. The basic philosophy of self-service is that individuals should be empowered to achieve their goals rather than relying on contact center agents for assistance.
TechSee
JULY 17, 2018
A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. This visual data can be either processed manually at the back office, or even better, be automatically processed with computer vision AI. Self Service.
Kustomer
SEPTEMBER 7, 2021
Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.
CSM Magazine
MARCH 30, 2022
60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.
Bold360
DECEMBER 10, 2020
The playbook describes 5 key phases: (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. In this post, we’ll focus on phase 5, evolving to the next level of self-service.
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