ShepHyken

MARCH 10, 2024

My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc. When you hear the words “surge pricing,” companies like Uber come to mind.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

NICE inContact

NOVEMBER 13, 2018

Recently I was forced to stay in a hotel because my flight was canceled due to bad weather. When I showed up at the hotel, I couldn’t believe how long the line was to check in. Customers today look for self-service options, which is more than just dedicated checkout lines at a grocery store, although that’s part of it.

Self Service 202

Self Service Hotels Wait Times Customers 202

NICE inContact

JANUARY 24, 2019

Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . Invest in self-service capabilities so customers can get the answers they need without the assistance of a live agent. Let’s face it, no one enjoys waiting in line.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Calabrio

MARCH 24, 2020

Anyone who has attempted to contact an airline, hotel, medical facility or even an entertainment venue has noticed the enormous impact that COVID-19 has had on these organizations and entire industries. Here are a few things I have learned this week that I am passing along. Improve Visibility of Information.

Leadership 130

Leadership Self Service Contact Center Entertainment 130

Wired and Dangerous

JANUARY 18, 2021

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. The continued experience of a hard-hitting, long-lasting, economy wrecking pandemic has left them anxious about the future and cautious about investing in service that does not have obvious value.

Self Service 103

Self Service Social Media Hotels Report 103

Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations.

Travel 61

Travel Self Service Hotels Hospitality 61

Vonage

JUNE 7, 2018

They became great by borrowing best practices and cultural inspiration from the five-star hotel brands—even though that industry would, on the face of it, seem far afield. If all you’re doing is sustaining your longstanding service levels, don’t be surprised if customers are less satisfied with you than they were in the past.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel How To 120

Inbenta

JANUARY 30, 2020

Other noticeable advantage of this self-service solution, bots use existing platforms or browsers that travelers already have on their phones, which means that they don’t need to download a separate app and clutter their device. With this self-service solution, you increase your chances of converting these prospects into customers.

Tourism 121

Tourism Chatbots Self Service Industry 121

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Self Service 199

Self Service Airlines Hospitality Travel 199

CSM Magazine

MARCH 31, 2022

Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies. Offer Customer Self-Service Options. Another way to reduce customer effort is to offer self-service options. This saves them time and hassle. Make it Easy for Customers to Contact You.

Self Service 52

Self Service Tips Customer Service Representative How To 52

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations.

Travel 48

Travel Self Service Hotels Hospitality 48

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Uniphore

OCTOBER 7, 2021

Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.

Examples 113

Examples Customer Service Company Airlines 113

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. You will love his opening story about what happened in a well-known, name-brand hotel.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? However, it’s impossible to know what these brands should expect. Will this summer mark a full return to normal operations?

Hospitality 62

Hospitality Travel Brands Self Service 62

Thematic

FEBRUARY 11, 2024

An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. The rooms were large, comfy and high-tech enabled.

Conference 62

Conference NPS Hotels Self Service 62

CSM Magazine

OCTOBER 5, 2020

Our all-star speaker line-up boasts leaders from Frito-Lay , Verizon , Mastercard , Twitter , Nissan USA , Radisson Hotels , AT&T , Philadelphia Eagles , and many more of the USA’s most recognisable brands. Register for your free pass now and join us November 17th.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Talkdesk

MARCH 17, 2020

Travel and hospitality companies can ease the struggle by redesigning Interactive Voice Response (IVR) systems and routing to better anticipate callers’ questions, offer more relevant self-service and target segments with proactive outreach. . IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Self Service Tourism Travel 94

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Companies : Many organizations are facing the double whammy of increased customer service volumes and potentially fewer staff. Now is the time to double down on self-service.

Self Service 76

Self Service Customer Service Airlines Travel 76

Wired and Dangerous

FEBRUARY 21, 2017

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Their memories of a hard hitting, long lasting recession has left them anxious about the future and cautious about investing in service that does not have obvious value. Weather becomes up close and personal.

Self Service 93

Self Service Hotels Social Media Analysis 93

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 111

Contact Center Self Service Banking Airlines 111

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. As a customer service representative in any field, tailor your resume to the job you want.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

ShepHyken

OCTOBER 11, 2021

The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? And, it’s not about being “over-the-top,” but simply doing what customers expect.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Interactions

JANUARY 23, 2020

But try placing a food order for pick up at a local restaurant or making a hotel reservation and you end up finding yourself confusing the system and being placed on hold for the next agent. Even when you think you are asking a simple question of the self-service system, you may hear “I’m sorry, I didn’t get that” more often than not.

Self Service 71

Self Service Chatbots Hotels Contact Center 71

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Published on: April 01, 2020.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

PeopleMetrics

JANUARY 24, 2022

You can also think of certain industries where all your customers are potentially high-impact such as B2B clients, rare disease pharma patients and 5 star hotel guests. Finally, we will have an updated, self-service survey engine released this year! That 20% consist of high-impact customers. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

ClearAction

DECEMBER 30, 2017

. – Providing kiosks, to process arrivals and payments: Some stores, libraries, hotels and airlines use kiosks for self-service processing of check-out or check-in.

Customer Experience 61

Customer Experience Self Service Airlines Hotels 61

LoyaltyPlus

DECEMBER 15, 2020

“Our modular approach with short video clips, self-learning exercises and online classrooms proved to be very successful.”. In addition to 4 programme tiers, Air Senegal will offer self service functions to their members such as “claim missing miles” via their website and in the future, bookings with miles via their Internet Booking Engine.

Self Service 52

Self Service Airlines Hotels Exercises 52

Kayako

JULY 6, 2017

Luckily for me, they do have an amazing company commitment to customer service, and have documented it well in Be Our Guest: Perfecting the Art of Customer Service. Ted Kinni sheds light on strategies that Disney employees in their hotels and theme parks use to delight guests and make customer experiences better.

Self Service 93

Self Service Handbook Customer Service Culture 93

Customer Enthusiast

JULY 11, 2016

Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive renovation in 2012. I’ll withhold the name of the hotel because it’s not important. Why then would a guest requesting “a pot of coffee” be directed to a complimentary self-service coffee dispenser?

Self Service 40

Self Service Hotels Customer Satisfaction Measurement 40

ShepHyken

NOVEMBER 19, 2018

My Comment: Even with self-service and automated customer service solutions, some customers still want to (and sometimes have to) talk to a human being. (UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun.

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

Customer Bliss

JUNE 12, 2019

Most importantly, with the increasing number of customers opting for self-service, when customers do reach you for help, it’s never been more important to be available. Hyatt Hotels , for example, invested two years to speed up their ability to take care of customers and be available to their needs. They kick in.

Self Service 126

Self Service Chief Customer Officer Video Course 126