article thumbnail

How AI-based self-service can transform the customer experience

Eptica

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. hours per day online , up from just 3 hours in 2009. hours per day online , up from just 3 hours in 2009. However, not all self-service systems deliver the same experience.

article thumbnail

5 Top Customer Service Articles For the Week of February 8, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

ESG Partners with Customer Success Community Platform inSided

Education Services Group

The partnership will include a series of guest articles on each company’s blog, collaborative virtual events such as podcasts and webinars, and additional co-created content on a variety of Customer Success topics. Founded in 2009, inSided is headquartered in Amsterdam with an office in New York.

article thumbnail

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

article thumbnail

What Elephants and Customer Experiences Have in Common

CSM Magazine

We saw this in the last big recession spanning 2007-2009. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Change the mindset from self-service OR human-assisted to a more realistic blended one. Unleash the chatbot!

article thumbnail

5 Ways to Apply AI and Win Back Business

CSM Magazine

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Cathal is an engineer who loves applying emerging technology to solve everyday problems.

article thumbnail

A Complete Guide to Omnichannel Customer Service

Comm100

Knowledge base: With a knowledge base in place, teams can provide fast self-service answers to their customers, as well as detailed help resources for agents to support customers. The key benefits of omnichannel customer service. This feature also helps to train new staff that may still be learning your products and services.