InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self Service 105

Self Service Contact Center Multi-Channel Knowledge Base 105

MyCustomer

JULY 29, 2021

Download this Whitepaper. Thank you for downloading our resource. Looking to implement an effective self-service strategy that will boost customer experiences? Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. This whitepaper has the answers.#C7CEFF

Self Service 52

Self Service Resources Strategy Customers 52

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Kustomer

SEPTEMBER 7, 2021

According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

Self Service 52

Self Service Consumers Chatbots Wait Times 52

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. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

inSided

OCTOBER 2, 2019

If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. Let us help you. What’s more?

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. In this post, we’ll focus on phase 5, evolving to the next level of self-service. How do you define the ‘next level’ of self-service?

Self Service 52

Self Service Engagement Strategy How To 52

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. 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 No Vision, No AI, No Service.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

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. Published on: March 18, 2020.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

Bold360

FEBRUARY 26, 2020

Shifting left was on everyone’s lips: IT teams want to make knowledge more readily available and accessible to employees, empowering them to meet customer needs more quickly, accurately, and efficiently while allowing IT to do more with less. Employees want more and better self-service knowledge.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

NICE inContact

MAY 8, 2019

Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Are you being realistic about whether your customer service really satisfies your customers? How about the latest digital channels?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 246

Call Center Self Service Contact Center Case Study 246

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Uniphore

NOVEMBER 11, 2021

Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. Download Now.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. A study by Demandbase has recently looked into how AI can improve the customer experience.

Self Service 49

Self Service Social Media Financial Knowledge Base 49

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. Call Deflection is achieved once the issue is successfully resolved in self-service mode.

Call Center 136

Call Center Self Service Contact Center How To 136

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. Have Robust Self-Service Tools in Place for Customers. Implementing Proactive Support. Rectify Issues Before They Happen.

Self Service 98

Self Service Knowledge Base Chatbots Consumers 98

Kustomer

JANUARY 7, 2022

That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate.

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. Transparency.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. more likely to ask a customer to repeat information on a call. The New Normal.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery.

Self Service 109

Self Service Technology CRM Video 109

Bold360

DECEMBER 7, 2020

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Self Service 98

Self Service Strategy Multi-Channel How To 98

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

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. Being customer-centric means meeting customers how and where they want to be met. However, customers don’t quite agree.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

TechSee

NOVEMBER 11, 2019

While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. That’s why many vendors are turning to self-service options for effective Smart Home support.

Self Service 138

Self Service Technology Wireless eBook 138

Uniphore

NOVEMBER 19, 2021

When customers miss payments, it’s up to collections departments and agencies to recover what is owed. This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. Download Now.

Self Service 130

Self Service Financial Customer relationships Interaction 130

NICE inContact

OCTOBER 17, 2019

Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. 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

Inbenta

DECEMBER 21, 2023

Reduce Costs, Find Efficiencies, and Improve Customer Service with AI Automation AI is set to reshape how businesses communicate and engage with their customers. Beyond monitoring intelligent transactions, managing supply chains and other back-end activities, AI is opening the door to new efficiencies in customer engagement.

Self Service 52

Self Service Training Customer Engagement Communication 52

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Amazon Lex uses automatic speech recognition (ASR) and natural language understanding (NLU) to understand the customer’s needs and assist them on their journey.

Chatbots 96

Chatbots Self Service Omni-Channel Contact Center 96

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

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? The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Alliance by IFS

OCTOBER 11, 2018

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. Competition in the field service industry is heating up. Today’s Customers Expect Visibility And Self-Service Capabilities.

Technology 72

Technology Self Service Customer Experience Report 72

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Exceptional Customer Experience Still Relies on Agent Assistance. Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137