CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self Service 59

Self Service Customer Service Wireless Government 59

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. You might also be interested in these posts: Customer Service in 2020: Reflect, Refocus, Reignite.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Bold360

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. As the consumer landscape changes, employee expectations do too.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

NICE inContact

MAY 8, 2019

We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. Then we compared these findings to what consumers said in our 2018 consumer study.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Uniphore

JUNE 10, 2021

By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. 25% Lack of self-service options. 25% Lack of self-service options. Download Playbook. Download eBook. Use Self-Service to Handle High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Beyond Philosophy

FEBRUARY 1, 2024

Next, double-digit inflation in all areas of consumer goods has wreaked havoc on consumer spending habits. For example, my podcast partner and I did a survey using YouGov’s self-service platform. YouGov’s new direct-to-consumer feature allows anyone to sample their surveying tools and conduct research directly.

Consumers 78

Consumers Self Service Survey System 78

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 98

Consumers Self Service Chatbots e-support 98

Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare consumers are overwhelmed and frustrated. Conversational AI and automation can solve many self-service woes. Download the Article.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Kustomer

OCTOBER 20, 2022

And customer support is no different – the preferred channels and methods in which modern consumers now engage customer support are similarly shifting to focus around mobile technology and more instantaneous messaging-based channels. Have Robust Self-Service Tools in Place for Customers. Implementing Proactive Support.

Self Service 98

Self Service Knowledge Base Chatbots Consumers 98

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 Use visual data to enhance self-service with context & customization. per contact.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self Service Contact Center How To 136

Kustomer

JANUARY 7, 2022

Transparency, communication and proactive solutions are able to go that extra mile even in the event of an unexpected complication with an order or service. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters.

Self Service 98

Self Service Social Media How To Chatbots 98

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self Service 16

Self Service Report Analytics Tools 16

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking for CPG companies.

Self Service 152

Self Service Management Consumers Analytics 152

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. And do companies understand consumer perceptions about their actual experiences? And it’s available to you now as a free download.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

TechSee

NOVEMBER 11, 2019

Many consumers face significant technical challenges as they set about smartening up their homes. That’s why many vendors are turning to self-service options for effective Smart Home support. Deb calls Customer Service and is invited to a live visual self-service session. billion market by 2024.

Self Service 138

Self Service Technology Wireless eBook 138

NICE inContact

OCTOBER 17, 2019

Consumers value choice. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Download your copy today.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? Sounds reasonable, and that’s probably why 91% of consumers in a related survey said they expect that from businesses.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Kustomer

NOVEMBER 30, 2020

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 80

Consumers Self Service Chatbots e-support 80

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Consumers 52

Consumers Self Service Survey Customer Service 52

TechSee

JULY 18, 2019

Today’s consumers want their lives to be as easy as possible. Shoddy self-service – call deflection to self-service ensures customers receive the answers they are seeking in the most efficient manner, while reducing the number of inbound calls routed to human agents. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

TechSee

NOVEMBER 27, 2018

AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Field service. Self Service.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Vonage

JANUARY 5, 2017

Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. GetCloser … With Sales and Service CTI at Dreamforce. 4 Be available 24/7.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

Kayako

JANUARY 24, 2018

Consumers want a messaging experience over live chat. Self-service will become a form marketing. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this. ” Shep Hyken , customer service and experience expert and New York Times bestselling business author.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. Self-serve options, common in B2C e-commerce, have grown for business buyers too.

B2C 98

B2C B2B Self Service e-support 98

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.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. Target Marketing and Advertising. Target Marketing and Advertising.

Innovation 109

Innovation Company Self Service Insurance 109

Kustomer

APRIL 14, 2022

The perspective of the modern consumer has shifted. Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. What’s the best way to find out what consumers are looking for in the customer experience?

Examples 98

Examples Customer Service Self Service Chatbots 98

Kustomer

SEPTEMBER 11, 2020

Every consumer has a different expectation as to how they believe they should be treated by organizations they do business with. But while we all have our minute differences, it is also true that consumer expectations generally shift with the times, and have clear generational differences. You can download the full report here.

Consumers 52

Consumers Self Service Data Chatbots 52