Bold360

FEBRUARY 26, 2020

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. Employees want more and better self-service knowledge. So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

CSM Magazine

FEBRUARY 10, 2021

Macro 4’s new out-of-the-box self-service portal caters to rising demand from companies that are fast-tracking digital initiatives. . The new Columbus portal allows businesses to avoid the effort, costs and risks of using an internal or external web development team to create their own self-service portal from scratch.

Self Service 59

Self Service System Resources Software 59

Ecrion

NOVEMBER 12, 2019

Studies show that document challenges account for a 21.3% Using a document creator can help you achieve these 3 C’s. Document automation can increase productivity, streamline document processes, and reduce human error. The company’s benefit relies on selecting effective document automation/creator software.

Self Service 52

Self Service Tips Software Return on Investment 52

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

COPC

FEBRUARY 19, 2016

utilize multiple channels, including self-service options. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels.

Self Service 40

Self Service System Multi-Channel Contact Center 40

Bold360

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

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Self Service Strategy Multi-Channel How To 98

Help Scout

JUNE 8, 2021

Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option. A tool like Beacon lets you offer informed, contextual help options.

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Chatbots Self Service Knowledge Base Tools 144

Help Scout

AUGUST 3, 2021

Part of creating a great customer experience is empowering people to help themselves, and one of the best tools to help you enable self-service is frequently asked questions (FAQ) software. With Docs you’re able to make both external and internal documentation. What is FAQ software? Public articles are viewable by anyone.

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Self Service Software Knowledge Base Tools 96

TechSee

JULY 17, 2018

A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. Once the customer accepts / agrees, he receives a link that opens his smartphone camera, so he can show the agent the issue or indicate proof of documentation.

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Wait Times Self Service Meeting Call Center 114

Kayako

APRIL 18, 2018

Companies are finally giving customers what they really want: fast, accessible self-service. Why design the best self-service pages? 65 percent of consumers view a company favorably if they can solve an issue without calling customer service. 7 Great Examples of Help Centers We Love.

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Self Service Examples Entertainment Consumers 199

AWS Machine Learning

MARCH 1, 2024

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. For more information on setting up your account, refer to the Genesys documentation.

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Chatbots Self Service Omni-Channel Contact Center 96

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. Self-service will become a form of marketing. But surprisingly, 55% of customers find web self-service portals difficult to use. Marketing departments will be working with self-service teams more than ever. How do you make a support portal easy to use?

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Customer Centricity Self Service Trends Customer Experience 208

Uniphore

AUGUST 12, 2021

By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. Other multimodal tools, like document upload, can help solve problems and increase customers’ ability to interact with a tech solution. It’s also the wave of the future. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

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Self Service Customer Service Management Knowledge Base 130

Method:CRM

MARCH 13, 2023

Through portals, customers have instant access to the self-service options you enable. Whether it’s an educational resource or an area of self-service, every interactive element you give your customers betters your customer experience. Access to bills and other relevant documents. Updating payment methods.

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Self Service Customer Experience How To e-support 90

Kustomer

APRIL 13, 2022

Creating an online forum for customers to ask questions and receive answers helps you publicly document fixes for common problems. An FAQ page is a critical element of your brand’s website and self-service tools. Chatbots are another self-service tool that can help you scale your customer support efforts.

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Self Service Customer Service Chatbots Omni-Channel 94

Team Support

MARCH 23, 2021

Self-service options. Self-service support options are a great way to improve your customer support service. You can create a support page with FAQs, guides, product documentation, video tutorials, and more. Self-service support offers several benefits for your customers and your business as well.

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B2B Self Service Tips Social Media 105

TechSee

AUGUST 12, 2020

Remote Visual Assistance can eliminate that uncertainty For example, if a customer wants to understand specific line items on his utility bill, he can simply point his smartphone at the document and indicate the problematic charges, saving the agent time in guiding the client through the paperwork. Pre-purchase. Bills/Paperwork.

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Self Service Insurance Entertainment Customer Journeys 109

Gainsight

NOVEMBER 28, 2023

Time-consuming manual processes like creating custom customer-facing documents prevented CSMs from engaging in more impactful work for their accounts. Self-Service. MoveWorks launched their self-service Customer Academy portal to reduce the 5 or more hours per week CSMs previously spent on one-to-one training.

Customer Retention 52

Customer Retention Self Service Omni-Channel Customer Success 52

TechSee

MARCH 10, 2021

It’s a journey that enables organizations to add vision to more digital touchpoints and allows for more advanced use cases such as visual self-service , while automating repetitive tasks over time. “Show rather than verbally describe” lays the groundwork for advanced use cases like visual self-service.

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Self Service Customer Service Video Engagement 109

NICE inContact

NOVEMBER 28, 2018

Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. Our example is based on a hypothetical, 15-seat contact center servicing roughly 3,000 weekly interactions. Here is an example* of how improving these KPI’s can lead to big savings. Current AHT is 9.65

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Contact Center Self Service Average Handle Time First Call Resolution 121

CSM Magazine

DECEMBER 1, 2022

For both, services can be enhanced by utilizing a blend of self-service (for routine inquiries and requests) and live support. The importance of a healthy company culture—in which the specialists feel they are supported and part of something worthwhile—cannot be overstated for either customer care or customer service.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Lumoa

SEPTEMBER 30, 2022

Likewise, consumers react extremely well to short holding times when calling customer service and prompt email replies. . Real-time payments have well-documented advantages for both banks and customers, plus this type of technology is already a standard in many financial institutions. . Direct Banks and Non-Bank Financial Institutions.

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Banking Customer Experience Self Service Financial 236

kommunicate

MARCH 30, 2020

Additionally, with the rise of self-service, bots have become more important. These are nothing but a set of documents that feed questions [.]. Bots are the hotshots in the customer support market. In this post, we will learn how to create FAQ bot. It’s simpler than you imagine.

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Knowledge Base Self Service How To Marketing 81

Hello Customer

JANUARY 22, 2021

Your customer expects the same quality service, whether it’s digital or offline. It’s up to you to monitor and evaluate all these channels and to find out what services can be delivered digitally or in a self-service way, and where customers still want that human support. How do you know if you’re doing a good job?

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Meeting Self Service Insurance Customer Centricity 98

Magellan Solutions

APRIL 3, 2024

You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. Provide them with comprehensive knowledge bases, product documentation, and best practices so they can effectively address customer inquiries and represent your brand like true ambassadors.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Gainsight

JULY 27, 2022

How can digital CS—in which CSMs have no direct contact with customers—deliver personalized service? And isn’t self-service the polar opposite of the high-touch service traditionally used to achieve clients’ desired outcomes while providing a superior experience? User-support documentation and online training.

Self Service 59

Self Service Resources Video Omni-Channel 59

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Benefits of HR automation. Saves time and lets teams focus on critical issues.

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Self Service Chatbots Policies Virtual Agent 83

Eptica

OCTOBER 27, 2022

Ces systèmes facilitent la collaboration, le partage de documents et la communication, quel que soit le lieu de travail. Corollaire de cette démarche, le self-service est aussi un changement de paradigme. De quoi conjuguer productivité et durabilité. Partager cet article sur: Tweet. Ces articles pourraient vous intéresser.

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Self Service Transportation Communication Innovation 62

eGain Blogs

MAY 31, 2023

To assess where generative AI can help with CX, it helps to look at the corporate content landscape, which consists of the following types: Curated Content : This includes the knowledge base and source documents. Documented Content : This can include web sites, intranet, communities etc.

Self Service 52

Self Service Knowledge Base Feedback Contact Center 52

eGain Blogs

MAY 31, 2023

To assess where generative AI can help with CX, it helps to look at the corporate content landscape, which consists of the following types: Curated Content : This includes the knowledge base and source documents. Documented Content : This can include web sites, intranet, communities etc.

Self Service 52

Self Service Knowledge Base Feedback Contact Center 52

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Easier data verification: when visual proof is required, such as for billing disputes, promotional eligibility or warranty authentication, customers can simply show the agent their documents via their smartphone.

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Self Service Technology Customer Service Contact Center 117

Kayako

OCTOBER 20, 2016

If you want to win at self-service, you need a solid information architecture (IA) working behind the scenes. Your help center is probably full of beautifully written articles, but unless there’s a solid IA there, that content won’t ever live up to its self-service potential.

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Self Service Guidelines Knowledge Base System 120

ShepHyken

SEPTEMBER 2, 2022

A customer experience strategy can be defined as the process of mapping, defining, and documenting the approach to improve customer experience in an organization. Create self-service solutions. As a result, it makes sense for brands to create self-service solutions like e-books, videos, tutorials, etc.,

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Tips Self Service Strategy Customer Experience 70

Ecrion

JULY 15, 2020

Interactive documents can help you improve customer engagement and build personalized communications for your customers. Leverage simple documents to provide a digital experience. Even arid documents like invoices and notices can help build a connection with your customers when you add a personal touch to them.

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Infographics Communication Self Service Interaction 97

Inbenta

MAY 11, 2020

Self-service tools such as chatbots, knowledge management, and search engines have become very common and most customers are now used to interacting with these online. Self-service impact on digital customer experience. Customer interaction management to the rescue. A better understanding of users’ requests.

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Self Service Customer Experience How To Chatbots 94