Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. Companies did this by employing the dreaded Interactive Voice Response (IVR) systems that we are all familiar with.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Think Customers

NOVEMBER 3, 2020

The company was already beginning a shift to digital self-service and more distributed customer support when COVID-19 began to spread. Jamie Lancaster, vice president in Kroger’s Contact Center of Excellence, oversees Kroger’s customer contact center, support center and contact center shared services.

Contact Center 52

Contact Center Self Service Loyalty Programs Brands 52

ChurnZero

AUGUST 13, 2021

A] Anika: Being intentional with how you interact, and not using the same form or method all the time. Q: Aside from a Customer Success platform, what are your top five high-value tools to consider? [A] So, I feel like the Customer Success tool is really key and fundamental. Very boring.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

ChurnZero

AUGUST 13, 2021

A] Anika: Being intentional with how you interact, and not using the same form or method all the time. Q: Aside from a Customer Success platform, what are your top five high-value tools to consider? [A] So, I feel like the Customer Success tool is really key and fundamental. Very boring.

Customer Success 52

Customer Success Effort Score Tools Self Service 52

Eptica

OCTOBER 26, 2015

This starts with actually understanding what they are saying – yet Eptica research found that 61% of agents say they struggle to understand the meaning and tone of digital interactions such as emails, tweets or Facebook messages. Many retailers are using technology such as linguistics to help. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service e-support Retail 48

Comm100

FEBRUARY 22, 2018

Or is it a “level two” Chatbot designed to perform more advanced functions, such as help customers change their passwords, or even place orders. Knowing where your bot will interact with customers will also help you decide what you can expect of it. Use related questions to inform customers. Choose a Personality.

Chatbots 115

Chatbots Customer Journeys Knowledge Base How To 115

Comm100

FEBRUARY 22, 2018

Or is it a “level two” Chatbot designed to perform more advanced functions, such as help customers change their passwords, or even place orders. Knowing where your bot will interact with customers will also help you decide what you can expect of it. Use related questions to inform customers. Choose a Personality.

Chatbots 102

Chatbots Customer Journeys Knowledge Base How To 102