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6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

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.

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

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2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Similarly, the Salesforce Einstein AI platform was initially announced in 2016. AnswerDash – AI-powered self-service support for web, mobile and chatbots.

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A History of Customer Support Technology

Team Support

1980s-1990s: The Dawn of CRM Software The next two decades saw the adoption of computerized systems for customer support. Companies started using customer relationship management (CRM) software to manage customer information and interactions. One of the early pioneers in CRM software was ACT!, which launched in 1987.

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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

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16 Top Customer Experience Takeaways from CRM Evolution

Tricia Morris

The four top customer investment priorities for 2016 – 2017 in customer service are… (1) cloud (2) knowledge (3) analytics and (4) employees, says ThinkJar founder Esteban Kolsky. Customers not only want to engage with agents, but engage on their own via self-service to get the information they need.

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Looking into the customer service crystal ball

Eptica

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.