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The Importance of Customer Self Service Portal

Kayako

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

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What is Customer Journey and Why Is It Important?

Kayako

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. What Is the Purpose of the Customer Journey? As we’ve seen, satisfaction at a single touchpoint in time is not a guarantee of customer loyalty. What Are the Stages of the Customer Journey?

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Hear from the Experts: Thoughts on the Future of AI and Visual Self Service

TechSee

With these new developments, a panel of industry experts and thought leaders were gathered together to weigh in on the future of computer vision AI and visual self-service. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. A true win-win.

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With customers becoming more demanding, can self-service really help?

Eptica

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. for self-service. per contact, compared to $0.10

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Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide

Lumoa

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

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4 Ways Customer Self Service Prepares Your Business for the New Normal

Bold360

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Click here for more information about customer self-service tools and how they can fuel better customer and employee experiences.

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3 Benefits of Knowledge Management for Customer Service

Kayako

When looking at actual customer behavior, the opposite is true. According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service?