Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
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. An employee with the airline noticed I was stuck. Self-service at the library must be a smooth and quick experience. Stand back and let customers approach self-service.
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CSM Magazine
MARCH 31, 2022
In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. With a customer portal, customers can access their account information and make changes themselves, without having to contact customer service. Offer Customer Self-Service Options.
ShepHyken
MAY 22, 2017
7 Powerful Customer Service Phone Tips by Pascal van Opzeeland. Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face.
ShepHyken
APRIL 24, 2020
This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. hotels and airlines. Now is the time to double down on self-service.
Oracle
AUGUST 26, 2020
In doing so, customers will find consistent answers whether they resolve their queries via self-service or a call into an agent. Knowledge bases are great self-service options for many people who have the same question, and they can deflect quite a few queries from service centers.
ShepHyken
JUNE 28, 2019
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.
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