CSM Magazine

OCTOBER 5, 2023

The research also found that 62% of Brits would consider trying a fully automated ‘robotic restaurant’, while 56% would choose an AI or automated self-service system such as self-ordering kiosks or AI sommeliers over a human if it meant a faster, more accurate service when eating or drinking out.

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

Method:CRM

APRIL 11, 2023

Let customers self-serve Today, customers expect to be able to get things done quickly. The Xero customer portal is designed to make self-service easy. Managing their account settings. Not to mention, the Xero customer invoice portal is invaluable for any business looking to manage invoices and track payments.

How To 94

How To Self Service Wait Times Banking 94

NICE inContact

AUGUST 16, 2019

But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

TechSee

AUGUST 31, 2022

Download our complete guide on choosing a visual assistance solution for your business. Common Advantages of Platforms include: Comprehensive Product Solutions: For example, a visual engagement platform will offer a full suite of solutions for self-service, live engagement, field or sales engagement, and more. Internal Adoption.

Engagement 109

Engagement Self Service Video Culture 109

NICE inContact

AUGUST 16, 2019

But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Kustomer

NOVEMBER 30, 2020

The top two reasons that companies have not yet adopted chat, speak to a lack of time, resources or strategy internally: the organization does not know where to start, or they have staffing constraints when it comes to managing more channels. Lack of resources to manage chatbots. Download the report here.

Consumers 80

Consumers Self Service Chatbots e-support 80

CSM Magazine

JUNE 16, 2022

Be accessible at all times and show staff you care and value their contribution by checking in regularly and giving them the autonomy to do their job without micro-management. Make workforce management a core component of your digital-first strategy but encourage good housekeeping. Cloud is integral to remote and hybrid working.

Self Service 52

Self Service Connections Analytics Tips 52

Inbenta

DECEMBER 7, 2021

Delivering a successful ticket management system needs planning. Supporting customers through a live chat requires all the features this solution can provide to ensure that customers receive an effective service. Live chat support systems must be future-ready, easy to manage, and mobile-enabled to stay ahead of the curve in 2022.

Self Service 52

Self Service Tips e-support Chatbots 52

Team Support

MAY 24, 2019

Links to a contact form or self-service site in the header or footer, and even a phone number if that’s a common form of communication for your business, are great additions for your customers. Click here to download our whitepaper with additional tactics on how to drive customers to self-service! in real time.

Self Service 40

Self Service Customer Success Company How To 40

Kustomer

SEPTEMBER 18, 2020

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? What Makes a Modern CRM?

Customer Experience 52

Customer Experience Self Service e-support CRM 52

TeamSupport

NOVEMBER 9, 2018

SLA management – SLAs, or Service Level Agreements, are excellent for ensuring you and your customers both have the same expectation for issue response times. Click here to download our custom template to get you started with expert-level SLAs! Inventory management – Are you a company with physical products?

System 53

System B2B Self Service Knowledge Base 53

ViiBE Blog

JULY 15, 2021

Download now. Knowledge management. What is an employee self-service portal? But regardless of the complexity of the situation, the customer expects to have a resolution at the end of the interaction. . Enhancing the Digital Experience with Remote Assistance. Free Retail E-book available now! Natalia Barszcz.

Call Center 52

Call Center Self Service e-support Insurance 52

Kustomer

NOVEMBER 16, 2021

The development of CRM (customer relationship management) platforms has transformed customer service in the digital age. Prior to the modern CRM , online customer service was a rather dreary, generic and often stilted experience. AI collects information from every customer touchpoint.

Customer Experience 59

Customer Experience Customer Service Chatbots e-support 59

Lumoa

AUGUST 8, 2023

Try to ask questions for things that you aren’t already tracking in your CRM or other business tool, so that the information is important and the survey is kept light. Behavioral questions are an important tool for understanding customer behavior and the impact of a product or service on their lives. Download your copy now!

Analysis 208

Analysis Survey Feedback How To 208

ViiBE Blog

MAY 31, 2021

Knowledge bases can be used to help customers self-service information or for employees to access information. These knowledge management principles are essential to consider when designing your knowledge base. Inspectors can connect to the call without needing to download any software.

Knowledge Base 52

Knowledge Base Self Service How To Software 52

ProProfs Chat

NOVEMBER 17, 2017

Customers will love it and you will learn what features you need to offer when you offer more self-service tech directly to your customers. Video services will continue to increase and become mainstream. The shift to self-service will accelerate. Think Amazon, Walmart or your favorite music download site.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. But how does employee self-service knowledge separate the best from the rest? Productivity.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Vonage

FEBRUARY 7, 2017

Interactive voice response (IVR) software, for example, is ideal for organisations that want to offer a more effective, meaningful self-service experience. They expect to be able to access customer service in whichever way is most convenient to them – whether that’s face to face, by phone or email, via social media or using live chat.

Customer Service 120

Customer Service Self Service How To Gamification 120

Alliance by IFS

JUNE 6, 2019

Service organizations are now faced with the challenge of future-proofing their operations to keep up with the rapidly evolving customer demands and technologies. And it all starts with a smart field service management (FSM) solution. But customers demand flexibility when it comes to service delivery as well.

Self Service 88

Self Service Software System Technology 88

Team HGS

JUNE 14, 2017

For a leading consumer electronics manufacturer, we designed and now manage a consumer self-service portal branded as “client” USA. Our multi-channel support services cover FAQs, Downloads, Auto Chat, Video, and Live Chat. HGS reduced costs by nearly 70%, employing the self-service portal.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Published on: April 01, 2020.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

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

TeamSupport

SEPTEMBER 21, 2018

AI is able to handle commonly asked, simple questions through live chat experiences and can refer customers to helpful self-service articles. By leveraging information procured from customer relationship management (CRM) solutions, AI can highlight key customer information and make it immediately accessible to agents.

Self Service 74

Self Service Transportation Analysis Healthcare 74

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Kustomer

JULY 28, 2022

John Merse, Senior Product Manager, Kustomer. The customer attention span is shrinking rapidly, so by offering more self-service support options, customers have the opportunity to quickly answer questions on their own time without needing to wait longer than they want to receive a response from a CX representative.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

ViiBE Blog

JULY 8, 2021

Its services are used by 12 of the Fortune 20 largest global firms. Apart from their core services such as information management, orchestration, and cloud security, the cybersecurity company has also recently implemented an incident response platform and started using artificial intelligence with it’s cloud-focused solutions.

Company 52

Company Government Self Service Transportation 52

TechSee

APRIL 17, 2022

The information collected and managed by the first agent – or chatbot – as part of the workflow are now being transferred along with the call, such that the next agent is quickly and easily briefed, up to speed, and ready to deliver exceptional support. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Method:CRM

JULY 29, 2022

Customer service is essential for any growing business. To provide the best customer experience, you need the right tools behind you, like customer relationship management (CRM) software. But with all the options available, which one is the best CRM for customer service? What is customer service software?

CRM 52

CRM Customer Service Self Service Knowledge Base 52

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. the internal CSM’s manager) more frequently. Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ProProfs Chat

DECEMBER 6, 2021

For example: The dashboard for Form Manager lacks engagement and doesn’t show the entire information. Seamlessly transfer your form data to your marketing platforms, CRM, and more. No HTML experience or software download is necessary to start using it. Workflow management. Onboarding services. Surveys for feedback.

Survey 52

Survey Analysis CRM Report 52

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance.

Government 40

Government Customer Service Self Service Customer Centricity 40

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Make sure to question your management team about plans to scale and expand markets.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Natalie Petouhof

FEBRUARY 9, 2016

Help customers help themselves by providing amazing, agile self-service capabilities, with one customer portal and knowledge management base. For more information you can download a courtesy copy of the report here. DrNatalie, VP and Principal Analyst, Constellation Research.

Customer Care 40

Customer Care ROI Training Report 40

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

TechSee

FEBRUARY 9, 2021

Reduce employee effort by consolidating tools into a single environment and ensure that the solution integrates seamlessly with existing systems, such as the CRM / FSM, to make it easier for employees to use it and to quickly access data relevant to each customer. Training and change management. Build vs. Buy.

Self Service 109

Self Service CRM Case Study Technology 109

Totango

SEPTEMBER 22, 2022

Document management. Managing internal and external communications. Customizing customer service. For example, SaaS management tools, SaaS testing tools for IT teams, and SaaS security tools. Lead : Person who has expressed some interest in the service. SaaS CRM (Customer Relationship Management) Solution.

Tools 71

Tools CRM Analytics Advertising 71