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

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. Download Now Ready to empower your customers with self-service options?

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. Download Now.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. Download Now.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

Bold360

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management.

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Self Service Employee Experience Knowledge Base Conference 59

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? Starting small is better.

Self Service 52

Self Service Engagement Strategy How To 52

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

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Large suppliers may have thousands of field employees that service their customers, ensuring that shelves are appropriately stocked, but companies also pay a premium for shelf space. All it takes is a smartphone camera.

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Self Service Management Consumers Analytics 152

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

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

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. When self-service fails.

Call Center 136

Call Center Self Service Contact Center How To 136

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. What Is Customer Experience? How Do I Measure Customer Experience?

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

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. . Building the agility needed to support customers and employees as they shift to digital channels, especially in times of crisis, takes digital maturity.

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Self Service Strategy Multi-Channel How To 98

TechSee

JULY 18, 2019

There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

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Self Service Customer Experience How To Contact Center 207

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

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. True omnichannel experience allows customers to move seamlessly across an organization’s service channels. You can learn more by downloading our free eBook today.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

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.

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Self Service Contact Center Omni-Channel Customer Centricity 138

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. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

Self Service 52

Self Service Software Knowledge Base Social Media 52

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 90

Contact Center Chatbots Self Service Touchpoint 90

Upstream Works

JANUARY 7, 2021

Automation may take many forms, including providing intuitive self-service options for customers, as well as allowing organizations to further scale their operations—not to just provide 24/7 service, but to also handle higher call volumes. Managing Routine Inquiries. Customer Journey Mapping.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

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Report Trends Customer Success Self Service 91

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Seven years is a long time relative to customer markets. Self-service is interesting—and intimidating to the inexperienced.

Consumers 78

Consumers Self Service Survey System 78

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. It’s added a great deal of complexities to the service process as well as to organizations’ relationships with their customers.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

AWS Machine Learning

NOVEMBER 6, 2023

Custom Queries provides a way for you to customize the Queries feature for your business-specific, non-standard documents such as auto lending contracts, checks, and pay statements, in a self-service way. In addition, we discuss the benefits of Custom Queries and share best practices for effectively using this feature.

Self Service 98

Self Service Banking Training Customers 98

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. If they weren’t before, Covid-19 has made broadband services a vital lifeline for many people. . Customers are just as willing to switch providers during Covid-19. Do customers think switching Telecom providers is easy? . . .

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service.

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

Method:CRM

APRIL 11, 2023

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal.

How To 94

How To Self Service Wait Times Banking 94

Inbenta

JANUARY 30, 2020

As a consequence, the tourism industry needs to shift the way they engage with visitors and customers and travel companies need to keep seeking new ways to improve customer journey and make travel more convenient. Increase conversion and build customers loyalty. Collect data, obtain feedback and manage complaints.

Tourism 121

Tourism Chatbots Self Service Industry 121

Kustomer

MARCH 14, 2022

In an effort to understand how brands are currently using live chat for business, why some have not yet done so, and whether there is a disconnect between customer needs and brand expectations, Kustomer went out and surveyed over 100 CX professionals and compared these findings with our recent consumer research. Download the report here.

Consumers 98

Consumers Self Service Chatbots e-support 98

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. Knowledge Management Fosters Capable, Confident Field Technicians. IoT Enables The Shift To Predictive Service.

Technology 72

Technology Self Service Customer Experience Report 72

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

TeamSupport

SEPTEMBER 14, 2018

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate….

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Self Service Customer Retention B2B Interaction 76

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75