Helen Dewdney

MAY 23, 2022

Self-service checkouts have been with us at supermarkets for the past twenty years. She says “My local Tesco has inaccessible self-service tills with no staff which makes the shopping experience physically difficult and overwhelming.”. No customer should be excluded from any service that other people can use.

Self Service 85

Self Service Banking Technology Retail 85

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self Service 99

Self Service Net Promoter Score Chatbots Metrics 99

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

NobelBiz

JUNE 14, 2022

Supporting the future agent with the proper tools and efficient technology will look a bit different with the increase of complex calls and contacts. The post VIDEO & ARTICLE: ‘Increasing self-service’ as part of the future appeared first on NobelBiz®.

Self Service 52

Self Service Video Tools Technology 52

NobelBiz

FEBRUARY 17, 2022

Leveraging self-service in Debt Collection with web-based technology has increased customer experience, reduces contact volumes and improved efficiency. This DIY-technology has enabled personalization using cutting-edge technology.

Self Service 52

Self Service Video Technology Customer Experience 52

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

InMoment XI

JANUARY 9, 2024

The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages. The evolution of B2B customer experience has been influenced by various factors, including advancements in technology, changes in buyer behavior, and shifts in business practices.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

CSM Magazine

SEPTEMBER 26, 2023

LOOP is taking that same disruptive approach to providing their customers with excellent customer service powered by the efficiency of AI so that LOOP’s customers benefit from better rates. AI Self-Service Beyond Anything Imaginable Before LOOP’s AI Assistant is able to answer far more complex questions than prior generations of chatbots.

Self Service 64

Self Service Insurance Innovation Chatbots 64

COPC

JANUARY 9, 2021

Our CX Research team recently interviewed more than 800 customers across Asia to learn the impact of their service journeys with different banks, and how tools such as self-service technology effect Net Promoter Scores. . Read the full article on Customer Think.

Self Service 52

Self Service Banking Net Promoter Score Loyalty 52

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. 11 Brands That are Using Self-Service Options To Reduce Customer Effort In The Best Way Possible 1.

Self Service 52

Self Service Brands Effort Score Airlines 52

Steve DiGioia

APRIL 11, 2016

when self-serve stations are no help at all This original article was written by Steve DiGioia. So why don’t self service stations work as intended? If we are to believe that installing self serve check-out counters are in our best interest, why not install more and really do away with the live cashier altogether?

Self Service 100

Self Service Retail Airlines Hospitality 100

CSM Magazine

JULY 11, 2023

In a world where customer service is constantly evolving, there’s a rising star that’s transforming the game: self-service. Picture a scenario where customers have the power to find answers at their fingertips, without relying on customer service agents.

Self Service 40

Self Service Chatbots Knowledge Base Customer Satisfaction 40

TechSee

JULY 28, 2023

Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-service in the electronics industry. AI-powered solutions, such as computer vision, play a pivotal role in enhancing support centers and self-service experiences.

Self Service 206

Self Service Consumers Company Policies 206

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Take The Lead!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

CSM Magazine

OCTOBER 17, 2022

It also enables this content to be delivered via AI-powered chatbots, smart virtual assistants and other self-service applications that can identify what your customer needs in the same way a human would, without the need for any actual human interaction. Semantic AI – the smart solution to self-service. About the Author.

Self Service 52

Self Service Chatbots Knowledge Base Policies 52

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

Bold360

AUGUST 14, 2019

Employee self-service is nothing new — searchable knowledge bases have been around forever. Seemingly helpful knowledge base articles have zero views, yet tickets and questions on the same subject continue to pour in. As consumers we want self-service, but as employees, we tend to shy away.

Self Service 51

Self Service Customer Service Knowledge Base Resources 51

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources?

Customer Service 188

Customer Service Strategy Self Service How To 188

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. Article No. In the Inc.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

Self Service 63

Self Service Financial Banking Exercises 63

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. The answer is self-service systems that make it easy for consumers to ask detailed questions and get fast and accurate answers that ensure they are able to continue along the buying journey.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

TechSee

JULY 1, 2022

This creates a dual pressure on field service leadership, to both reduce demand wherever possible, and improve the efficiency of their performance across every step. In this article, we will explore 5 ways the enterprises are using visual engagement technology to meet both of these objectives.

Self Service 109

Self Service Technology Engagement Transportation 109

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 69

Technology Self Service Software Innovation 69

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. Check them out– we’d love to hear your thoughts on these topics! Read more here.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 Forrester Research ).

Self Service 59

Self Service Knowledge Base Social Media Study 59

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes.

Technology 52

Technology Company Self Service Knowledge Base 52

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40

ShepHyken

JANUARY 18, 2021

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. This article has some different ideas that are worth discussing with your team. Here are my top five picks from last week.

Self Service 128

Self Service Customer Service Customer Journeys B2B 128

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI Good for tenants and good for promoting local businesses and services. The AI technology at JLL takes just 30 seconds to deal with an issue. This gives them advice about how to remedy the fault or direct access to an engineer or handyman to book a visit.

Self Service 59

Self Service Marketing Competitive Advantage Automotive 59

Uniphore

DECEMBER 13, 2021

In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. Download The Article. To deliver both, retailers are increasingly turning to conversational AI and automation. Faster agent training, onboarding and speed to proficiency.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Comm100

MARCH 20, 2024

By leveraging digital communication technologies, governments can improve the efficiency and transparency of their services and foster a more engaged and informed citizenry. This resource should be well-organized and searchable, with articles, guides, and FAQs that cover a wide range of topics. You can read the full story here.

Government 203

Government Communication Self Service Chatbots 203

InMoment XI

JULY 12, 2023

In this article, we’ll cover the customer experience, what your customer experience strategy needs, how to overcome challenges, and how to get started. Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 Forrester Research ).

Self Service 48

Self Service Knowledge Base Social Media Study 48

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

ShepHyken

MAY 15, 2023

Each week, I read many 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. Just last week, I included an article focused on this trending topic. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65