InMoment XI

NOVEMBER 28, 2022

Too often the first agent you speak with is either brand new and not trained properly, or the company’s knowledge base does not provide them quick access to the answer to your issue, or they are not empowered to resolve your issue without “supervisor approval” or a transfer to a manager.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Here’s an example of how to think about customer experience value for your business case!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience. .”

Feedback 125

Feedback Company Knowledge Base Contact Center 125

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. They expect more from brands.

Customer Centricity 52

Customer Centricity Technology Social Media Chatbots 52

Comm100

AUGUST 29, 2021

Join us as we look at some of the things to keep in mind as you train your agents for omnichannel customer service. Be customer centric. One of the greatest strengths of an omnichannel customer service strategy is the uniquely customer-centric focus. Customers that feel listened to will also feel empowered.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

TechSee

JULY 21, 2020

Even worse, a technician may be unable to resolve the customer’s issue and have to schedule a second visit because he didn’t check with customer service about the exact nature of the problem and arrived without a crucial part. This can be accomplished in several ways: Shared knowledge base. Shared history.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. Knowledge Base. Audio and Video Chat.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. AI-powered knowledge base.

Self Service 109

Self Service Knowledge Base eBook Analysis 109

Team Support

MARCH 28, 2024

Self-service: Empowering Customers to Help Themselves As the business world continues to evolve, customers are increasingly seeking expedient solutions to their issues, often preferring self-service methods for immediate resolution. The real icing on the cake?

ROI 52

ROI Self Service Customer Service Return on Investment 52

Team Support

MARCH 28, 2024

Self-service: Empowering Customers to Help Themselves As the business world continues to evolve, customers are increasingly seeking expedient solutions to their issues, often preferring self-service methods for immediate resolution. The real icing on the cake?

ROI 52

ROI Self Service Customer Service Return on Investment 52

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Are your agents highly specialized, or do they answer more general customer questions?

Software 105

Software Omni-Channel Social Media Analytics 105

Team Support

MARCH 11, 2024

Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs. Embracing the Customer-First Future The future of customer support is incredibly bright, full of exciting possibilities, and firmly rooted in a customer-centric approach.

Trends 52

Trends Self Service Social Media Knowledge Base 52

Team Support

MARCH 11, 2024

Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs. Embracing the Customer-First Future The future of customer support is incredibly bright, full of exciting possibilities, and firmly rooted in a customer-centric approach.

Trends 52

Trends Self Service Social Media Knowledge Base 52

RapportBoost

DECEMBER 10, 2018

or it is better knowledge-based, but I find it both in the chat and in social media, I am getting far more helpful support than what I did in years past, which is very exciting. So, if your employees are really struggling with a bad knowledge-base, or maybe processes that are so broken that they can’t do their jobs properly.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Team Support

FEBRUARY 22, 2024

By adopting a customer-first mentality, companies can facilitate seamless collaboration, streamline workflows, and ultimately drive revenue growth. Lower churn rates and higher customer satisfaction scores. Customer Self-Service Customers want fast answers, and they often prefer to find solutions independently.

Self Service 40

Self Service Tools Net Promoter Score Omni-Channel 40

Comm100

NOVEMBER 8, 2018

Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. And customers themselves may be vocal about the need for new channels to be added. Knowledge base. Knowledge Base. Social media.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

ShepHyken

SEPTEMBER 22, 2023

This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. Therefore, companies need to invest in developing conversational experiences that meet and exceed customer expectations.

Self Service 60

Self Service Trends Customer Service Chatbots 60

NobelBiz

OCTOBER 31, 2023

Our tools empower call centers to harness the potential of data analytics, ensuring decisions are data-driven and customer-centric. Real-time Monitoring and Reporting Nobelbiz’s solutions allow for real-time monitoring of customer interactions.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Team Support

APRIL 24, 2023

Further, when you use website live chat and their chatbots, you can actually decrease agent workloads by deflecting simple and mundane inquiries to self-service options (such as a knowledge base, FAQ page, or similar). But we didn’t stop there.

Software 98

Software Customer Experience Self Service Chatbots 98

Solvvy

JULY 13, 2022

Offering self-service support, such as a knowledge base or video tutorials, on your website or within your app will give customers who learn through videos the tools to self-serve. Plus, a more empowered support team will deliver a better experience to your customers, which of course increases the bottom line.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

TechSee

SEPTEMBER 22, 2020

In cases where self-service is possible, Computer Vision can automate the process by recognizing the customer’s device and identifying the issue. It can then cross-reference this data with a visual knowledge base and provide the customer with annotated images to help them resolve the problem without technician intervention.

Self Service 207

Self Service Travel Knowledge Base Technology 207

Gainsight

JULY 31, 2023

In the digital age, customer experience is the bedrock of a successful business, and companies are continuously seeking innovative ways to engage and support their customers. One such trailblazer in the realm of customer-centricity is Sonos, the world’s leading sound experience company.

Self Service 52

Self Service Customer Centricity Innovation Resources 52

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Experience Investigators by 360Connext

JUNE 16, 2020

Maybe you looked for answers on the brand’s knowledge base. Put the customer in the center of YOUR efforts. Cross-functional teams and a customer-centric viewpoint are required to reduce customer effort. Stop creating customer journeys based on org charts. You tried to solve it.

Effort Score 214

Effort Score How To Touchpoint Contact Center 214

CSM Magazine

SEPTEMBER 30, 2022

Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. To remedy this and improve talk times, new IVR messages were implemented; the knowledge base updated, additional coaching given, FAQs added to help agents, and processes streamlined. About Calabrio.

Analytics 52

Analytics Net Promoter Score Self Service Effort Score 52

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Kustomer

FEBRUARY 18, 2021

Great customer experiences depend on great agent experiences. Giving agents the right tools and knowledge is critical to empowering agents and facilitating customer-centric, empathetic support. However, our plans go beyond shortcut suggestions.

How To 98

How To Knowledge Base Customer Centricity Tools 98

CloudCherry

FEBRUARY 20, 2018

E-BOOK ON BUILDING CUSTOMER CENTRICITY! According to HubSpot, 27% of consumers are extremely interested in AI-based tools, while 57% prefer chatbots because they can connect with them instantly. Furthermore, 67% said they’d prefer to use self-service instead of speaking to a customer service agent.

Self Service 170

Self Service Chatbots Knowledge Base Consumers 170

Team Support

MAY 31, 2023

Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges. Here’s more of how adding chatbots to your online customer service toolbox can make you a more customer-centric business.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success How To Chief Customer Officer Consulting 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success Chief Customer Officer Consulting Knowledge Base 52

Magellan Solutions

DECEMBER 5, 2023

This may contribute to a decrease in the number of calls and interactions, which may decrease fixed and variable costs while improving customer convenience. Provide agents access to AI-powered resources like workflows, knowledge bases, and visual aids to guide them through the resolution process.

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

Kustomer

MAY 4, 2020

It’s essential to arm your team with the information they need to instantaneously service customers. Make sure your technology can intelligently surface relevant information from a knowledge base, so all agents are delivering consistent and high-value service.

Customer Service 52

Customer Service Policies Customer Centricity Knowledge Base 52

TechSee

MARCH 7, 2022

Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand. Knowledge Base.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Kayako

JULY 30, 2018

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. Generating content that is initiated from what customers do and say is powerful.

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

ShepHyken

NOVEMBER 4, 2022

Self-service channels like FAQs, guides, and a knowledge base for self-service allow the customer the autonomy to help themselves. It also allows them to choose the medium they are most comfortable with, thus empowering the customers. . Omnichannel Customer Support Options .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

CSM Magazine

MAY 10, 2016

It enables them to see where the customer struggles to understand what is required and where the customer abandons the journey – and what they were doing immediately before that may have caused them to leave the process.

Customer Centricity 40

Customer Centricity Technology Customers Customer Journeys 40