Bold360

JUNE 1, 2017

High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. Bottom line? For many companies, it appears to be well and truly all about the dollars and cents.

Self Service 49

Self Service Social Media Financial Knowledge Base 49

Kustomer

OCTOBER 20, 2022

The not-so-distant advent of smartphones, social media, and all things information has disrupted nearly every industry. Have Robust Self-Service Tools in Place for Customers. Self-service tools provide customers with the ability to help themselves without having to connect to a human team member.

Self Service 98

Self Service Knowledge Base Chatbots Consumers 98

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.

Self Service 16

Self Service Report Analytics Tools 16

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.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

FEBRUARY 12, 2023

Read below for 5 of the top use cases for chatbots in higher education, and then download the SlideShare for even more ways that schools and students are benefitting from a university chatbot. I think anyone who has a social media account can build a Comm100 Chatbot.”

Chatbots 173

Chatbots Self Service Resources Social Media 173

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Comm100

FEBRUARY 23, 2021

– Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience. Comm100’s free social media offering is an easy and cost-free solution to adding this support. Prioritize customer service training.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Eptica

DECEMBER 11, 2019

For example, the average cost of an inbound call is £4.53, 16% more than an email, 34% more than web chat and 42% more than a social media interaction. this year and social media has risen from £3.07 Of course, simply offering web self-service is just the start. on average in 2018 to £3.89

Self Service 75

Self Service Customer Service Social Media NPS 75

Kustomer

MARCH 14, 2022

According to recent consumer research conducted by Kustomer, 79% of consumers get frustrated when they can’t contact customer service on their preferred medium or platform , and 81% of consumers would abandon a purchase due to a poor service experience. Download the report here. The Business Disconnect.

Consumers 98

Consumers Self Service Chatbots e-support 98

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Upstream Works

DECEMBER 16, 2020

Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Whether posting reviews on social media or answering a pop-up survey after a web chat session, these inputs all help the process of continual improvement.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 1 Connect with omni-channel shoppers. Share them below.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

ijgolding

JULY 18, 2018

The Customer Service & Experience Summit Europe is a by brands for brands meeting focused on bringing together an unrivalled list of in-house customer experience and service leaders across Europe. You can download the brochure here to see the full speaker line-up and agenda. I hope to see you there! Customer What?

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Vonage

APRIL 3, 2018

In particular, I suggest you make sure you’re not frustrating customers by requiring them to contact you for support that should be available on a self-service basis. You failed to respond to a customer’s survey response or social media message. It’s called “social” media for a reason. Your pacing is off.

Self Service 133

Self Service Social Media Customers Survey 133

Eptica

APRIL 8, 2020

To find out, we evaluated the digital customer service provided by 50 UK companies from five sectors, repeating research carried out since 2011. We looked at their performance on the web, email, social media and chat when it came to answering routine queries, such as changing an order or finding out about policies.

Self Service 79

Self Service Customer Service Social Media Study 79

Eptica

MARCH 26, 2020

While this is potentially surprising given women are generally heavier users of social media I suspect this might be down to women being warier about the risks of online abuse and trolling on such public channels. 35-44-year olds 35-34-year olds are the least likely to turn to websites or self - service to find information from brands.

Self Service 72

Self Service Strategy Social Media Groups 72

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Retail 105

Retail Self Service How To Policies 105

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Comm100

NOVEMBER 3, 2016

Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014. Download Now.

Wait Times 100

Wait Times Self Service Advertising Entertainment 100

Alliance by IFS

OCTOBER 1, 2019

But how do you ensure that all these service delivery participants have exceptional experiences with your FSM applications? For customers, it means having convenient self-service tools that empower them to help themselves. With a solid self-service strategy in place, everyone wins. Are Your Technicians Tech-Savvy?

Self Service 81

Self Service Conference Video Social Media 81

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Inbenta

DECEMBER 7, 2021

With time, physical liaisons with agents have shifted to call center lines and subsequently to the availability of social media channels on corporate websites, but customers keep demanding more personalized, real-time communication online. . Download the guide: The Secret Ingredients to Successfully Managing Support Cases.

Self Service 52

Self Service Tips e-support Chatbots 52

Comm100

MARCH 21, 2019

Some companies choose to change the way the phone number is displayed on their website – putting it in a place that requires several clicks to get to, making it physically smaller, or only displaying it after self-service options have been exhausted first. Download Now. Have you tried any of these methods?

Social Media 100

Social Media Multi-Channel Self Service System 100

Comm100

MARCH 21, 2019

Some companies choose to change the way the phone number is displayed on their website – putting it in a place that requires several clicks to get to, making it physically smaller, or only displaying it after self-service options have been exhausted first. Download Now. Have you tried any of these methods?

Social Media 100

Social Media Multi-Channel Self Service System 100

Experience Matters

MARCH 17, 2015

Download report for $195. Social media and phone self-service interactions were the only areas that did not gain momentum. Download report for $195. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Kustomer

JULY 18, 2022

The demand for automation and self-service options in customer service is significant. Social Listening. Your CRM should be the go-to location for all customer data gathered across every channel, including social media. Download our Buyer’s Guide now.

Chatbots 98

Chatbots CRM Connections Multi-Channel 98

Lithium

JUNE 11, 2019

They choose Lithium Social Media Management for Service. 20% contained in self-service. Download the TechStyle case story. And they’re seeing powerful results: 5M support calls annually. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

They choose Lithium Social Media Management for Service. 20% contained in self-service. Download the TechStyle case story. And they’re seeing powerful results: 5M support calls annually. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

They choose Lithium Social Media Management for Service. 20% contained in self-service. Download the TechStyle case story. And they’re seeing powerful results: 5M support calls annually. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Comm100

JUNE 5, 2018

First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents get access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality. Download Now.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

Eptica

MARCH 21, 2018

To underpin the customer experience, access to knowledge should be quick, easy and friction free, whether customers are interacting with agents on email, social media, telephone and chat or they are looking for answers on your website, self-service systems or chatbots. Share this page on: Tweet.

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind. Organize, Personalize, Prioritize.

Self Service 40

Self Service Tips CRM Social Media 40