Bold360

JANUARY 5, 2017

It can be hard to navigate the murky waters of customer service, especially during peak seasons when it can feel like you’re swimming as hard as you can but you’re barely managing to tread water as the current pushes right back against you. Swim laps around competitors with intelligent self-service for improved cx.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service. Effective self-service options. Customer-to-customer interactions.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

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. 25% Lack of self-service options. Use Self-Service to Handle High Call Volume. Direct your Callers to Effortless Digital Customer Service With Visual IVR.

Call Center 246

Call Center Self Service Contact Center Case Study 246

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 85

Customer Service Strategies Self Service Strategy Customer Service 85

TechSee

MARCH 10, 2021

Remote visual engagement goes way beyond just ‘seeing what your customer sees’ – it’s an enabler and connector for digital transformation. In 2021, remote support has become a standard in customer service and is here to stay. These advanced use cases facilitate a convenient and pleasant user experience.

Self Service 109

Self Service Customer Service Video Engagement 109

InMoment XI

MAY 30, 2024

Regardless, when it comes to the kinds of text analysis software you’ll see in the market, they will all fall under two categories: self-service text analysis software and traditional text analysis software.

Analysis 260

Analysis Software Self Service Social Media 260

Solvvy

JULY 13, 2022

As companies strive to make the customer experience more personal and empathetic, could the answer be customer service automation? Customer service automation can help you overcome other customer support challenges. Customer service automation can fill some of those gaps.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

InMoment XI

JULY 25, 2024

This expectation for personalization is driven by the increasing availability and use of customer data, which allows brands to tailor interactions to individual preferences and behaviors. When customers feel recognized and valued, their loyalty to the brand strengthens. References Mckinsey & Company. link] Accessed 7/22/2024.

Contact Center 260

Contact Center Contact Center Software Self Service Analytics 260

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 94

Customer Service Strategies Self Service Strategy Customer Service 94

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Trends 52

Trends Self Service Customer Service Chatbots 52

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Self Service 52

Self Service Banking Case Study NPS 52

Inbenta

AUGUST 23, 2024

While it means you have more opportunities to personalize your communications and delight your customers, it also means your customer service reps might be completely overwhelmed by the sheer volume of interactions they have to deal with. That’s where automation and self-service solutions can help.

Self Service 52

Self Service Interaction Social Media Call Center 52

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

InMoment XI

FEBRUARY 14, 2024

Omnichannel experiences make it easier for customers to engage with a brand by providing multiple channels through which they can interact. Whether they prefer to shop online, visit a physical store, or contact customer service via social media, customers have the flexibility to choose the most convenient option for them.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Self Service 260

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. 5 innovative technologies and digital tools to help Customer Service become better sellers. Customer Service as a Profit Center.

Sales 124

Sales Technology Customer Service Chatbots 124

Inbenta

DECEMBER 21, 2023

The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases.

Self Service 52

Self Service Interaction Chatbots Touchpoint 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? What is B2B customer service? That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

Inbenta

AUGUST 18, 2023

The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases.

Self Service 52

Self Service Chatbots Touchpoint Innovation 52

Lumoa

APRIL 28, 2024

Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants. Qualtrics and Medallia’s service model leans toward managed services rather than self-service.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

eGain Blogs

APRIL 24, 2020

Did you know that we are offering a virtual assistant solution that delivers quick value as it helps businesses handle soaring demand for customer service, triggered by Covid-19? The solution is already being leveraged by eGain clients to tackle customer service amid COVID-19. Why don’t you get going?

Self Service 52

Self Service Customer Service Chatbots Financial 52

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system. Can create poor customer experiences. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

Kustomer

JUNE 8, 2021

This means it’s more crucial than ever to focus on the e-commerce customer service experience. What Is E-Commerce Customer Service? E-commerce customer service is the act of assisting new or existing online customers when they encounter questions or challenges they may have throughout the customer journey.

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

Team Support

JULY 25, 2023

You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard. Yet, a major challenge is the technology customer support agents use, which slows down productivity. Siloed systems is one of the most prominent obstacles customer service teams face today.

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

Kustomer

MAY 13, 2020

In 2020, it’s all about enhancing the digital customer experience. Let’s take a closer look at the current trends in customer service that can help you run your business and satisfy consumers: 8 Current Trends in Customer Service. Taking Care of Every Customer by Promoting a Strong Company Culture.

Self Service 52

Self Service Trends Customer Service Social Media 52

Solvvy

OCTOBER 30, 2020

Customer service is paramount to the success of any business. When striving to provide an exceptional customer service experience, three obstacles always stand in the way: Access, Speed, and Guidance. . Without seeking out this information, you lose out on return business because customers may never find their value.

Self Service 48

Self Service Customer Service Chatbots Return on Investment 48

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 206

Government Customer Service Chatbots Effort Score 206

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. What is Conversational AI?

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team. Customers and Business Leaders Win with Virtual Agents, Too. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team. Customers and Business Leaders Win with Virtual Agents, Too. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

SaleMove

AUGUST 13, 2020

By utilizing AI, businesses are able to significantly improve their online services as well as customer and agent experiences. Companies looking to improve customer service tend to use bots in one of two ways: first, are virtual assistants which offer automated, intelligent self-service to customers.

Self Service 98

Self Service Management Video Customer Service 98

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how.

Self Service 87

Self Service Conference Chatbots Contact Center 87

SurveySensum

AUGUST 10, 2023

It makes itself available on every channel including chat, call, and email, so that its customers don’t have to. Improve the Level of Self-Services You are Offering Customers nowadays are self-dependent. Offer Exceptional Support/Service Customers love it when they can find answers to their questions on their own.

Effort Score 52

Effort Score Self Service Loyalty Tips 52

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Case Study Chatbots Study 95

Interactions

MARCH 16, 2023

According to the Salesforce State of the Connected Customer report, while 65% of customers said they prefer self-service for resolving simple matters, 83% expect to interact with a human agent when they need to get in touch with a company, and 82% said they expect to solve complex problems by talking to a person.

Self Service 71

Self Service NPS Interaction Metrics 71

Kustomer

SEPTEMBER 12, 2023

In reality, AI has been integrated into our everyday lives for years now, especially for the average customer. Even you, as a business owner or customer service manager, are likely already using generative AI in CS, or you should be. With AI-powered, self-service solutions, you’re empowering customers to help themselves.

Self Service 52

Self Service Chatbots CRM Social Media 52

Team Support

DECEMBER 6, 2022

These automation tools tend to have poor routing or self-service options , and only pile up the tickets or frustrate customers. It’s integral to always take a demo of a solution and pick it apart. Empower self-service. As I briefly touched on in the ticket deflection section, self-service is a no-brainer.

Self Service 52

Self Service Knowledge Base Software Meeting 52