Alliance by IFS

FEBRUARY 21, 2019

Watch our on-demand webinar to see how Astea customer APT-SKIDATA meets the varying needs of today’s empowered customers. Today’s customers expect expect more from their service delivery. And not only that, they expect their service delivery to be personalized to their unique needs. Want to learn more?

Meeting 80

Meeting Self Service Customer Centricity Customer Expectations 80

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. It’s defined as communication your audience can understand the first time they read or hear it.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Consumers are now able to find answers themselves through self-service, removing the need to email or call. 4 ways to differentiate with superior email customer service.

Self Service 79

Self Service Customer Service Omni-Channel NPS 79

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Kustomer

JUNE 8, 2021

This means it’s more crucial than ever to focus on the e-commerce customer service experience. What Is E-Commerce Customer Service? E-commerce customer service is the act of assisting new or existing online customers when they encounter questions or challenges they may have throughout the customer journey.

Customer Service 105

Customer Service e-support Self Service Omni-Channel 105

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Podcast and webinar recordings.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Vonage

MARCH 26, 2018

Technology has altered customer service expectations forever. Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . The rising cost of poor customer service. Never underestimate the power of human interaction.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

Self Service 52

Self Service Software Knowledge Base Social Media 52

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Provide a better agent, analyst, and customer experience.

Self Service 78

Self Service Management Contact Center Effort Score 78

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. More companies are altering their service strategies and look to emerging technologies to augment their service workforce and turn their cost center into a profit hub.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

Kustomer

MARCH 19, 2024

While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. Late last year, we introduced KIQ Customer Assist , an AI-powered self-service bot, which has increased efficiency by 45%.

Self Service 69

Self Service CRM Knowledge Base Metrics 69

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Kustomer

MAY 14, 2020

Here at Kustomer, we believe artificial intelligence plays an essential role in helping companies scale customer service and efficiently deliver exceptional results. Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. And we aren’t alone.

Self Service 111

Self Service Chatbots Knowledge Base Policies 111

Oracle

AUGUST 26, 2020

Regardless of your expectations, communicate them well across leadership and to employees. In doing so, customers will find consistent answers whether they resolve their queries via self-service or a call into an agent. The goal of developing remote customer service strategies is twofold.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

CX Journey

MARCH 7, 2019

Customers like and remember these little experiences with your brand, and this makes all the difference. #2 2 Pick the right channels Very few companies actually put time and effort into tracking customer channel preferences. However, to deliver exceptional customer experiences, availability alone doesn’t cut it.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. This amount deducts your sales, marketing, and customer service charges.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Kustomer

JANUARY 19, 2021

Customer service has become a lifeline for consumers struggling to adapt in the post-COVID era. But their appetite for self-service via chat reveals an easy way to improve upon these negative feelings: 61% of consumers 24 and younger prefer self-service, compared with only 23% of those 65 and above.

Self Service 80

Self Service Chatbots Omni-Channel Multi-Channel 80

CX Journey

MARCH 7, 2019

Customers like and remember these little experiences with your brand, and this makes all the difference. #2 2 Pick the right channels Very few companies actually put time and effort into tracking customer channel preferences. However, to deliver exceptional customer experiences, availability alone doesn’t cut it.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

NICE inContact

JULY 31, 2019

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. The global evidence is telling : when it comes to self-service, customers want highly personalized, data-driven digital experiences.

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

CSM Magazine

SEPTEMBER 20, 2021

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. When the margin for error is so low, how do you improve your customer service?

Examples 98

Examples Tips Self Service Social Media 98

CSM Magazine

JULY 13, 2022

In many organizations, the first point of contact between customers and the organization is the customer service section, which puts a lot of pressure on the customer service team. The platform facilitates the tools, training, and resources your customers need to use your products or services effectively.

Self Service 59

Self Service Tips Video Effort Score 59

Beyond Philosophy

MAY 15, 2023

How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap.

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

Lithium

FEBRUARY 7, 2023

Digital-First Customer Service: The logical next step beyond self-service (Webinar Clip) - Brands have created a CX monster — beginning when customers are directed to “Call our 1-800 number.” In this webinar, we’ll show you how to simplify and streamline brand protection.

Self Service 52

Self Service Social Media Hospitality Omni-Channel 52

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. Organizations are therefore leveraging data to deliver personalized one-to-one service, in line with current expectations and evolving needs, from raising families to special care. The Visual Gap.

Management 145

Management Self Service Multi-Channel Video 145

Tricia Morris

SEPTEMBER 25, 2015

This year, nTelos Wireless showed its continued focus on the customer by making a major investment in delivering the best value and customer service experience, no matter what channel the customer prefers – and a big consideration in its investment was valuing their customers’ time. .

Self Service 40

Self Service Wireless Customer Service Telecommunications 40

Kustomer

DECEMBER 29, 2020

It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before. Consumers are also more open to self-service options, with 53% of consumers preferring to self-serve versus speaking with a company representative.

Self Service 105

Self Service CRM Consumers Chatbots 105

Lithium

OCTOBER 14, 2021

Build AI-powered chatbots more painlessly than ever, connect with your peers at the drop of a link, create simple and secure interactions, and ultimately build trust with your customers and prospects. Here' what's new: Self-service chatbot platform. Zoom integration in Community events.

Innovation 52

Innovation Engagement Self Service Chatbots 52

TeamSupport

JANUARY 11, 2019

This can only mean one thing: it’s time to build a SaaS customer service team. Let’s look at some of the key things to consider when building this team to keep customers happy…. One feature that is a must-have for any customer service team in the SaaS industry is screen sharing.

Customer Service 40

Customer Service Customer Experience Self Service B2C 40

CSM Magazine

DECEMBER 18, 2021

As a customer service manager, you know that attrition is at the top of your list of concerns. New and experienced employees need to know how to be productive when working in a hybrid arrangement, how to boost effectiveness in digital communication, and how to engage customers. Increase Inclusion.

Call Center 52

Call Center Customer Journeys Self Service Training 52

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Let’s start with some facts: A whopping 66% of customer service representatives are female.

Leadership 87

Leadership Self Service Customer Service Trends 87

Myra Golden

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. My Customer Service Master Class might be a good fit for training on soft skills. Learn more about Customer Service Master Class. Learn more about Balto AI’s solutions here.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Kayako

SEPTEMBER 15, 2016

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% Maybe you’re trying to transition to a different department?

Self Service 120

Self Service e-support Feedback Customers 120