Bold360

FEBRUARY 26, 2020

Shifting left was on everyone’s lips: IT teams want to make knowledge more readily available and accessible to employees, empowering them to meet customer needs more quickly, accurately, and efficiently while allowing IT to do more with less. Employees want more and better self-service knowledge.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. By investing in the quality and clarity of these resources, governments can demonstrate their commitment to transparency and self-service, reducing frustrations and increasing trust.

Government 188

Government Communication Self Service Chatbots 188

TechSee

OCTOBER 9, 2018

According to a report by Pew Research Center , 85% of Millennials say they use social media. Microsoft’s State of Global Customer Service Report states that 47% of Millennials have used social media to complain about a brand’s service. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

transcosmos Information Systems

NOVEMBER 9, 2020

Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. Through 5 examples we will demonstrate how beneficial the knowledge base systems are for our organization and customers.

Knowledge Base 62

Knowledge Base System Self Service Call Center 62

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. The latest Internet Trends Report from influential venture capitalist Mary Meeker found that the average adult spends 5.9 However, not all self-service systems deliver the same experience.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Knowledge bases offer information that might otherwise only be available through a human.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Bold360

JANUARY 7, 2020

In the digital world, customer self-service works in much the same way. When a customer has a simple, straightforward issue, self-service gives them the option and the power to find immediate answers on their own without assistance from a customer service rep. Customer self-service trends.

Self Service 40

Self Service Chatbots Knowledge Base Contact Center 40

Uniphore

AUGUST 6, 2021

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. The results?

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Kustomer

JANUARY 8, 2024

Some Zendesk customers have reported they make it very hard for you to cancel once something goes wrong, plus you’ll be dealing with unresponsive customer support. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Improve AHT with knowledge bases. Techniques to reduce call volume. ” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

Team Support

APRIL 3, 2024

It integrates with prominent client support features, including robust ticket management, collaborative environments, advanced reporting and analytics, task automation, and numerous other capabilities. Customer Self-service The importance of enhanced customer experience can not be overstated.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Kayako

NOVEMBER 22, 2017

However, in the excel/csv report you can optionally see partially completed responses. As a self-diagnosed busy person, I barely read half the words in any email I’m sent. Self-service is effective and efficient any time of the week. It’s not hard to self-serve when your support portal looks like this.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

TechSee

JANUARY 14, 2020

A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed. As more routine general questions are handled by virtual agents or self-service channels, Tier-1 agents will make the shift from being generalists to specialists in specific areas. Specialization.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Kustomer

SEPTEMBER 1, 2022

In HubSpot’s “The State of Customer Service” report, they concluded that companies with high growth are more likely to understand their customers’ thoughts and sentiments about their brand. Subscribe to the Knowledge Base. Invest in Self-Service Solutions. Welcome to the circle!

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

GetFeedback

AUGUST 16, 2018

Because CES focuses on how easy it is for customers to get help, rather than particular agents or specific experiences, it can give you a big picture view of what’s working and what isn’t in your customer service program. Self-Service Metrics. The better your self-service content, the fewer cases you’ll get.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

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. Perform best with constrained, simple, and common queries.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

Comm100

JANUARY 11, 2023

In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Perhaps the most pronounced differences among generations came in attitudes toward digital self-service tools like chatbots. Self-service option.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Kustomer

JANUARY 7, 2024

Knowledge base for self-service : With a comprehensive knowledge base customers can find answers to their questions on their own, reducing the load on your support team. An accessible Self-Service Portal can be added to your website, designed to lower incoming inquiries significantly.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

TechSee

JANUARY 14, 2020

A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed. Specialization: as more routine general questions are handled by virtual agents or self-service channels, Tier-1 agents will make the shift from being generalists to specialists in specific areas.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Customer service automation can fill some of those gaps.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Team Support

JULY 25, 2023

Most agents are using email to service their clients – which can be a real productivity buster, particularly when most of these conversations are to answer the most basic customer service questions: What are your hours of operation? billion hours by deferring simple requests to self-help articles. What is the price of this item?

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

TechSee

OCTOBER 16, 2018

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self Service 138

Self Service Chatbots Video Wireless 138

Help Scout

JUNE 1, 2021

Help desks also provide reports that help you do things like evaluate team performance, see what times of the day or week you’re busiest, and identify common customer issues. And self-service options like a knowledge base let your customers get answers any time of day, reducing the number of questions you receive.

Self Service 97

Self Service Software Knowledge Base Ecommerce 97

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . Self-Service for Timeless Customer Support . This is why most BPO companies opt for the self-service option, as most customers have now come to expect it.

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

TechSee

MAY 19, 2021

AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. With these numbers, it’s no surprise that Forrester data shows that over 44% of customer service organizations are already using RPA to help them gain a competitive advantage.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Solvvy

JUNE 22, 2022

Customer service and customer support specialists often have a heavy workload, whether they’re taking calls or answering emails. Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

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.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Comm100

FEBRUARY 23, 2021

Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Accessible, up to date self-service options are vital for businesses, large or small. Comm100 offers a free knowledge base software to small businesses. Sign Up Free.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Published on: October 16, 2018.

Report 68

Report Self Service Average Handle Time Contact Center 68

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 Beacon — in conjunction with Docs — you’re able to add self-service widgets to any, or all, of your pages. What is FAQ software?

Self Service 96

Self Service Software Knowledge Base Tools 96

Team Support

APRIL 11, 2024

By leveraging technology, agents can escalate chats to subject matter experts, share knowledge base articles, and collaborate to determine the best course of action and reach resolution. Additionally, TeamSupport’s robust reporting capabilities give insights into performance, customer satisfaction levels, and agent productivity.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40