Kayako
MAY 13, 2022
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty.
Team Support
SEPTEMBER 8, 2022
Imagine you just bought a brand new guitar and you’re ready to shred. You strum an E major chord only to find that it plays an F minor – not good. If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service checklist.
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COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Research shows they’re either taking their concern to a human-assisted channel or quitting your brand altogether.
CSM Magazine
SEPTEMBER 20, 2021
The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.
InMoment XI
FEBRUARY 14, 2024
However, all your customers want the same thing: to be able to interact with their brand on their terms. This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel.
Vonage
OCTOBER 2, 2017
This has effectively sped up the time consumers expect it to take a brand (or anyone) to reply to a message. When asking about a product or service, 66% of consumers expect a response to their query on the same day, and over 40% expect a reply within the hour. Consumers don’t expect to have to break this habit for a business.
CloudCherry
JULY 10, 2019
Perhaps, you will remember a conversation with a support rep where he/she understood your problem perfectly, and helped you resolve it in no time. And in most cases, it is tied very closely to good customer service. Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions.
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