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.

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Blake Morgan

JUNE 16, 2023

But soon, brands will use digital solutions to create immersive experiences to connect with customers. That will be evident in every aspect of the customer experience, from showcasing products through video to answering questions with chatbots and offering self-service help with AR instructions.

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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.

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Qualtrics

JANUARY 10, 2020

The AR mirror allows visitors looking into the glass to see themselves wearing any shade of lipstick or eye makeup programmed into the machine – instantly and with zero time commitment from either staff or customers. Virtual customer service is already huge, and is only likely to grow in popularity as customers become more familiar with it.

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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.

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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.

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Esteban Kolsky

FEBRUARY 15, 2018

I never asked customer service providers which channels they were using, or how they distribute the incoming slew of interactions anymore because in my almost 30 years of doing customer service I found that it does absolutely nothing to show either customer intent or enterprise direction as much as adoption showcases.

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