Solvvy

DECEMBER 17, 2019

Last week, Solvvy hosted a live webinar where Sophie Conti, CEO and Founder at Customer Service Lab and Jesse Holcomb, Senior Specialist of Scalability Solutions at SeatGeek, discussed innovative ways in which they have been able to implement a successful artificial intelligence strategy to improve customer experience.

Self Service 62

Self Service Trends Effort Score Knowledge Base 62

Forrester's Customer Insights

FEBRUARY 11, 2020

CX is still king in 2020. Modern CRM must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top 5 trends for CRM in 2020: Self-service for end-to-end customer journey support increases.

CRM 52

CRM Trends Self Service Customer Journeys 52

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%. Invest in Self-Service Solutions.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. More with digital self-service; chatbots, for example.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. More with digital self-service; chatbots, for example.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

Lumoa

SEPTEMBER 30, 2022

Before going over the biggest banking customer experience trends, let’s take a moment to analyze today’s landscape. This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient.

Banking 236

Banking Customer Experience Self Service Financial 236

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes. About Calabrio Customer Connect: October 27-28, 2020.

Customer Engagement 52

Customer Engagement Engagement Self Service Conference 52

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Provide enhanced self-service options. Provide proactive customer engagements.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

Bold360

JANUARY 15, 2020

A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live.

Chatbots 52

Chatbots Self Service Case Study Engagement 52

Bold360

AUGUST 24, 2020

Pre-COVID-19: Enabling Self-Service to Provide 24/7 Customer Engagement. Once Filters Fast implemented Bold360, it also discovered that it could leverage insights gained from its bot to improve its internal processes around service, content creation, employee training, and more. “We

Call Center 52

Call Center Chatbots Self Service Social Media 52

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Power validates what we’ve said countless times: the contact center space is changing in favor of the experience center, based on custom-tailored interactions built on a foundation of CX , with the sole purpose to drive businesses to higher ground. The result?

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

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. Free all-in-one customer engagement platform. All for free, forever!

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Inbenta

MAY 16, 2022

2020 saw spending drop to $1.3 With chatbots, users can: Manage canceling, upgrading or modifying a service Have billing questions, and payment information answered Manage account terminations Book in scheduled repairs or technician’s appointments. The most frustrating aspect of customer service (Hubspot).

Chatbots 52

Chatbots Self Service Telecommunications Company 52

Lumoa

FEBRUARY 14, 2024

When you require extra effort from your customers, you risk turning them off the experience. Try not to prolong interactions or resolution times by providing extra services. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Kustomer

FEBRUARY 4, 2020

It’s not easy, so we decided to help you out and identify the 23 trends every customer service leader should be aware of to effectively run their business in 2020. One popular method in 2020 will be using the power of prioritization to route certain customers to specific reps, ensuring a seamless and special experience.

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Ecrion

JULY 15, 2020

In 2020, people expect brand interactions to be focused on their needs. In fact, customers now value personalization more than price, so your company must treat your customers as individuals. Find out how in our infographic covering 9 ways you can personalize customer communications with CCM: Use a Comprehensive CCM solution.

Infographics 97

Infographics Communication Self Service Interaction 97

Bold360

SEPTEMBER 23, 2020

Luckily Advia already had the self-service digital tools in place to handle COVID-19 volumes. Members who want to use self-service can do so easily and without friction, freeing our agents up to interact with members who want to connect with a human.”. This post was first published in American Banker , August 2020.

Self Service 52

Self Service Knowledge Base Call Center Financial 52

Answer Dash

SEPTEMBER 19, 2018

Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. Nanorep, a platform that we’ve mentioned for AI-driven self-help was acquired by LogMeIn. This is a customer engagement platform that gives us a fresh look at omnichannel customer service.

Contact Center 61

Contact Center Self Service Omni-Channel Knowledge Base 61

transcosmos Information Systems

NOVEMBER 9, 2020

Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. At Transcosmos we understand the expectations of the customers and utilize the best tools to fulfill their needs.

Knowledge Base 62

Knowledge Base System Self Service Call Center 62

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020. This can take the form of no-tap payment options, self-service kiosks, and portable scanning and debit machines that eliminate the need for a counter.

Customer Experience 139

Customer Experience Self Service How To Retail 139

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Let’s now go a little deeper into each one of these factors.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

Bold360

APRIL 28, 2021

2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. The Challenge: Service Bottlenecks.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Ecrion

FEBRUARY 24, 2020

Customer Communication Management Tools also enable a company to: Maintain & comply with customer preferences (language, tone, format, channel, time of day, etc.). Track customer engagement levels. Employ a 360-degree view of customer interactions. Customer Experience Management.

Self Service 52

Self Service Customer Experience Multi-Channel Communication 52

Lithium

AUGUST 11, 2021

With a focus on digital customer engagement topics, including AI, purpose-driven marketing, and even a meet-up for digital leaders. Branded Communities: I Want You to Want Me: Branded communities are spaces for customers to connect, ask questions, and share their experiences.

Self Service 52

Self Service Social Media e-support Conference 52

Eptica

AUGUST 19, 2015

Clearly, technology can be used to help consumers better serve themselves, freeing up human agents to deal with more complex queries where they can use their emotional understanding to improve the customer experience. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

LoyaltyPlus

MARCH 23, 2022

In 2020, less than 50% of passenger seats were offered due to restrictions. Frequent Freighter integrates the customer relationship management functionality that allows the airline to communicate with their cargo agents and automatically send e-mails and SMSes when triggered by specified events,” adds Len Lubbe, CEO of LoyaltyPlus.

Airlines 52

Airlines Loyalty Self Service e-support 52

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

CSM Magazine

FEBRUARY 2, 2021

During busy periods, this can result in merchants having to queue to get assistance, while also trying to serve customers and run their businesses. BOIPA wanted to provide a more convenient and self-service process for handling payment terminal queries; payment acceptance queries; and changes to merchant bank accounts.

Self Service 78

Self Service Banking Chatbots Policies 78

Gainsight

MARCH 15, 2023

For CS teams, efficiency means working smarter and doing more with less—accelerating the current drive toward digital strategies like community, self-service, and more. The good news is we instituted processes during that time, back in 2020, to amplify processes around risk management and renewal management that have continued.

Strategy 52

Strategy Self Service Trends Case Study 52

GetFeedback

APRIL 3, 2019

I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. This information helps us to continue to improve the customer experience. A customer service omnichannel experience to us means meeting the customer where they want, whether that’s self-service, chat, email, text or phone conversation.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

West Monroe

MAY 31, 2019

While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service. Customer intake and on-boarding. Customer outreach and preventive interactions. Customer Self-Service.

Banking 40

Banking Financial Self Service Chatbots 40

eGain Blogs

MARCH 15, 2020

The answer here is to accelerate your digital customer service and engagement strategy, whether it involves messaging, chat, cobrowsing, email, social, or self-service. Design common customer journeys with a digital-first mindset. Updated the COVID-19 data in the first paragraph on March 20, 2020.

Customer Experience 52

Customer Experience Chatbots Omni-Channel Self Service 52

Bold360

JUNE 10, 2020

We call the first step “fortifying your digital self-service.” ” That’s more important than ever right now because of the uncertainty around how and when your customers are engaging with you. Okay, so you’ve got some of that taken care of with self-service content on your digital channels.

Self Service 52

Self Service Engagement e-support Roadmap 52