TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

IntouchInsight

APRIL 4, 2024

In the dynamic , competitive restaurant industry, every customer interaction counts. Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty.

Self Service 208

Self Service Measurement Customer Experience Guest Experience 208

COPC

JANUARY 9, 2021

Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving that loyalty. Read the full article on Customer Think.

Self Service 52

Self Service Banking Net Promoter Score Loyalty 52

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self Service 100

Self Service Contact Center Call Center Training 100

Talkdesk

OCTOBER 16, 2020

Customer experience (CX) has changed immensely over the years and even in the last few months. With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies.

Self Service 83

Self Service Metrics Customer Service Representative Contact Center 83

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

Russel Lolacher

MARCH 29, 2021

SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Self-Service: report a problem with campus facilities.

Self Service 52

Self Service Engagement Banking Comparison 52

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. In a nutshell. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

NICE inContact

MARCH 28, 2021

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

Call Center 156

Call Center Self Service Lifetime Customer Software 156

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 130

Customer Service Strategy Self Service How To 130

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. The answer is self-service systems that make it easy for consumers to ask detailed questions and get fast and accurate answers that ensure they are able to continue along the buying journey.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Bold360

JANUARY 5, 2017

If a customer couldn’t find answers online, you lost business. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. If traffic overwhelmed your site or your customer journey was convoluted or your cx unpleasant, you lost business. Sense a pattern?

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 200

Financial Trends Self Service Customer Experience 200

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

Self Service 63

Self Service Financial Banking Exercises 63

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. So, The Loyalty Question 2.0

Loyalty 139

Loyalty Self Service Customer Service Training Tips 139

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

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

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

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self Service 48

Self Service Customer Experience Contact Center Knowledge Base 48

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

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment: Self-service is great until it doesn’t work.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

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

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 135

Self Service Customer Experience Customer Service B2C 135

SurveySensum

AUGUST 10, 2023

After a frustrating search, you finally decide to reach out to customer support. The major reason for customer churn lies in the fact that how much effort they had to put in to get a certain product or service and this is usually unknown to the company. But how to improve customer effort score efficiently?

Effort Score 52

Effort Score Self Service Loyalty Tips 52

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40

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 104

Customer Service Strategies Self Service Strategy Customer Service 104

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

Natalie Petouhof

APRIL 6, 2016

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. Savvy managers understand the value of great customer service and experiences.

Self Service 40

Self Service Report Company Social Media 40

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 69

Loyalty Programs Customer Service Self Service e-support 69

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

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. 5 quick ways to support the impatient customer.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221