Kustomer

SEPTEMBER 7, 2021

Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.

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Self Service Consumers Chatbots Wait Times 52

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The results are published in a report, ‘ Giving UK Utility Customers A Voice ’. Macro 4’s report ‘Giving UK Utility Customers A Voice’ can be downloaded here.

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Self Service Customer Service Wireless Government 59

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.

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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. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.

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. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.

Self Service 50

Self Service Trends Customer Satisfaction Groups 50

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. Metrics and reporting are other functions where AI can play a major role.

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Self Service Employee Experience Knowledge Base Conference 59

Totango

NOVEMBER 27, 2023

Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. Offer self-service functionalities through community and knowledge centers. Customer health. Usage statistics and patterns.

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Report Trends Customer Success Self Service 91

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. 25% Lack of self-service options. Download Playbook. Did you know: 56 percent of agents reported planning to quit in the future? Download eBook.

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Call Center Self Service Contact Center Case Study 246

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

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Self Service Report Analytics Tools 16

NICE inContact

MAY 8, 2019

We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. If your curiosity is piqued, the good news is that the full report is available as a free download.

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Self Service Contact Center Chatbots Omni-Channel 136

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service. Use visual data to enhance self-service with context & customization.

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Omni-Channel Self Service Customer Experience How To 145

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

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Call Center Self Service Contact Center How To 136

TechSee

AUGUST 17, 2022

Today, there is a shift in the role customer service quality plays on customer loyalty. Our 2022 State of Customer Loyalty report found that churn resulting from poor customer service is up 10% compared with pre-pandemic numbers. Most customers (59%) will churn only after ongoing unsatisfactory service.

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Loyalty Report Self Service Poor Customer Service 109

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. In fact, the KFF reports that 62 percent of members don’t understand their coverage options. Download the Article. Compromised member trust Healthcare is an intensely personal issue, with high emotional and financial stakes.

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Healthcare Self Service Virtual Agent eBook 246

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. But making things easier always begins with hard work.

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Self Service Virtual Agent ROI Tips 40

Kustomer

JANUARY 7, 2022

Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters. According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history. 7 Customer Self-Service Examples.

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Uniphore

AUGUST 6, 2021

Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

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Self Service Contact Center Knowledge Base Call Center 246

TechSee

NOVEMBER 16, 2021

On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. The result is a new hybrid field service approach, one that even incorporates self-service, and visual assistance will play a central role in this model.

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NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. Download your copy today.

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Self Service Contact Center Social Media Chatbots 121

TechSee

NOVEMBER 26, 2019

Consumers’ growing demand for visual self-service. Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation. billion by 2024.

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Self Service Consumers Survey Contact Center 104

NICE inContact

OCTOBER 11, 2019

And the integration needs to go beyond agent-assisted channels to also include self-service. In fact, as adoption of digital self-service channels increases, the urgency to allow seamless movement across any-and-all channels increases. You can learn more by downloading our free eBook today.

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TechSee

JULY 18, 2019

A Gartner study found even more dramatic results, reporting that moving from providing a high-effort customer experience to a low-effort one cuts costs by 37%, and increases the likelihood of increased purchases by an astonishing 88%.

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Self Service Customer Experience How To Contact Center 207

TechSee

JULY 28, 2022

Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 According to TechSee’s 2022 State of the Service Market Report, only 1 in 3 customers say they trust chatbots to provide satisfactory service. compared to about $8 per live contact. . This has huge implications.

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TechSee

FEBRUARY 9, 2020

Configurable reporting that tracks both individual KPIs and group metrics, with exportable data that can be readily integrated with the company’s BI system is a must for many organizations. often reduces call volume by allowing customers to pay bills, edit personal details and upgrade service plans independently.

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Video Self Service Contact Center Knowledge Base 124

NICE inContact

DECEMBER 21, 2018

We recently made the exciting announcement that—for the fourth straight year—NICE inContact was named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America [1]. Blend intelligent self-service and agent expertise. Deploy service changes or new capabilities quickly.

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Self Service Contact Center Omni-Channel Analytics 121

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. Download the GitHub repo and unzip to your directory. For instructions, refer to Installing the AWS SAM CLI.

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Chatbots Self Service Omni-Channel Contact Center 92

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

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Contact Center Self Service Study Omni-Channel 137

TechSee

NOVEMBER 27, 2018

Enterprises are recognizing the massive opportunity the technology presents for enriching the relationship with customers, and serving as a powerful new mechanism for companies to meet customer demands for service excellence at scale. Field service. Self Service. Is your organization positioned for success?

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Infographics Self Service Customer Service First Call Resolution 84

Kustomer

MARCH 14, 2022

And chat does a great job of delivering this effortless quality customer service experience. Download the report here. Only 25% of surveyed customer service organizations are currently using chat , and 18% report they currently use chatbots. Want the complete findings from our live chat research?

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Consumers Self Service Chatbots e-support 98

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

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Self Service Contact Center Omni-Channel Chatbots 138

Kustomer

JUNE 7, 2023

Download our CX trends ebook today and unpack the tips and tricks that can transform your organization. Customer Experience Trends in 2022 Keeping up with what’s new in customer service trends can be difficult when trends emerge so regularly. New trends that emerge quickly become baseline expectations for customers.

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Trends Self Service Customer Experience e-support 84

CSM Magazine

APRIL 25, 2023

1) The average cost of an inbound call is £6.55 – 70% more than email and 96% more than webchat With calls to contact centres continuing to cost significantly more than other channels, many organisations are introducing automated and self-service service options for customer interactions. Rob Crutchington is Director of Encoded.

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Omni-Channel Self Service Abandon Rate Return on Investment 52

Kustomer

FEBRUARY 19, 2024

It also offers a self-service portal where businesses can create a knowledge base containing FAQs, articles, and how-to guides, empowering customers to find answers to their questions independently. With Kustomer, CX managers can also create custom reports and track agent metrics down to the minute.

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Self Service Software Knowledge Base Social Media 52

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. This is part 5 in a 5-part series.

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TechSee

AUGUST 28, 2018

Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.

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Self Service Customer Service Infographics Contact Center 95

Kayako

JANUARY 24, 2018

Self-service will become a form marketing. Disappointingly for AI and bots, The Information reported that chatbots fail 70% of the time and require a human to intervene. Imagine this frustration over a customer service interaction. Self-service will become a form of marketing.

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Customer Centricity Self Service Trends Customer Experience 208

TechSee

APRIL 24, 2018

In fact, YouTube reports an increase in product unboxing video views by 57% in one year, and an increase in uploads by more than 50%. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. These videos are becoming increasingly popular.

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Self Service Call Center Video Consumers 116