Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Self-service can be a win-win for agents and customers.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. Chatbots can simplify onboarding. Benefits of HR automation.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

Inbenta

SEPTEMBER 12, 2022

Self-service automation tools are the best ally of support teams. Chatbots are often the firsts to come to mind. You can easily build an AI chatbot embed to the channels of your choice. NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers. Download our Ebook for free!

Self Service 52

Self Service How To Chatbots eBook 52

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality. Capturing Customer Data.

Contact Center 123

Contact Center Call Center Self Service Chatbots 123

Inbenta

DECEMBER 9, 2020

Offered externally as a self-service portal (such as FAQs), a Knowledge Management System enables customers to help themselves when they need assistance with simple issues, instead of contacting the support team. It is relatively expensive to have a customer support rep interact with a customer for each and every issue.

Management 95

Management Self Service Knowledge Base Chatbots 95

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Brands must look at what customers really want and remove pain points from interactions.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Gainsight

SEPTEMBER 26, 2023

That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Learn More Learn more in our ebook, The Business Case for Digital Customer Education.

Customer Success 52

Customer Success How To Self Service Course 52

Qualtrics

APRIL 27, 2020

In modern-day terms, they’d rather talk to a human than a chatbot. Whilst it is true that human interaction holds more importance in some industries than others - particularly highly complex or high-risk areas such as healthcare or financial services - in reality, technology has only ever existed to facilitate customer needs.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Inbenta

JANUARY 17, 2022

This has a direct impact on customer service. As the focal point of interactions between consumers and businesses, customer service teams must be constantly evolving to cater to new demands. So, what must customer service teams be prepared for in 2022? Growing self-service options for customers.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Kustomer

JUNE 7, 2023

Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. Think about the last really good or really bad experience you had when interacting with a brand. Context is key, and 2022 will be all about harnessing data to enrich customer interactions.

Trends 84

Trends Self Service Customer Experience e-support 84

TeamSupport

DECEMBER 7, 2018

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Click here to download our eBook on mastering self-service with B2B customers!

Industry 74

Industry Self Service Chatbots Customer Service 74

Comm100

JUNE 13, 2018

Enable and Encourage Self-Service. There are many ways that e-commerce companies can use self-service to their advantage during the shopping season. Self-service takes the pressure off of busy customer service channels, and empowers customers to get answers to their questions and complete processes without help.

Tips 133

Tips Self Service e-support Social Media 133

Comm100

NOVEMBER 23, 2020

The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one. As another 2020 live chat customer writes: “Comm100 is easily customizable and satisfies all of our needs for a customer-facing communication solution.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. My interactions with the fruit seller were authentic and friendly, and he answered all my questions. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Bold360

MARCH 2, 2018

Do you have self-service options? Developing a customer-centric service strategy goes beyond simply adding in artificial intelligence or including cross-channel data. These tactics – among others – need to be combined into a seamless, unified strategy for how customers will interact with your brand.

Self Service 63

Self Service Tips Strategy Multi-Channel 63

CSM Magazine

MAY 24, 2021

But high-touch can mean high-cost: according to Harvard Business Review , the average cost of a live support interaction (phone, email, chat, etc.) Gartner reports that 40% of live support interactions could be resolved in self-service channels. It’s because many of these self-service options simply don’t work.

Self Service 52

Self Service eBook Chatbots Customers 52

CSM Magazine

MARCH 15, 2023

Whether it’s digital voice, chatbots or conversational AI, brands are collecting more interaction data than ever before – along with a wealth of information detailing specific customer preferences. Find out more by downloading our new Data eBook, How Data Powers Excellent CX Delivery For Advisors.

Data 52

Data Self Service CRM Groups 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

FEBRUARY 7, 2018

Does the vendor support custom functions that go beyond traditional sales/marketing/customer service? Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

Software 103

Software Customer Engagement Engagement Social Media 103

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

SEPTEMBER 22, 2017

It’s tough to use data to personalize the travel customer service experience when customers rarely travel and often take a fragmented approach to travel planning. Chatbots and self-service tools can’t solve complex problems, and they couldn’t care less—the two primary reasons travelers reach out to customer service representatives.

Travel 40

Travel Customer Service Contact Center Self Service 40

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102