Talkdesk

SEPTEMBER 18, 2020

Provide access to knowledge Agents need to have access to the right knowledge, not just for the top inquiries, but for any issue they might encounter. A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

Totango

MAY 13, 2022

Price: how does the cost of the platform stack up against other options and your return on investment? Customer support: Zendesk knowledge bases. Through transcripts, video content can be repurposed into other formats, such as knowledge bases. Customer Support: Zendesk Knowledge Bases.

Customer Engagement 104

Customer Engagement Tools Engagement Knowledge Base 104

Comm100

FEBRUARY 13, 2018

But for many businesses, this can be a poor return on investment, with many resources being spent on a never-ending quest to go above and beyond. For example, a common trend is the creation of Knowledge Bases (KBs) and self-service portals. Of course, make sure that knowledge base is also updated regularly.

Strategy 103

Strategy Self Service Knowledge Base Call Center 103

Solvvy

OCTOBER 30, 2020

When striving to provide an exceptional customer service experience, three obstacles always stand in the way: Access, Speed, and Guidance. . Solvvy Workflows automate challenging customer tasks, enabling customers to self-service and freeing up support team time. Robust Analytics Dashboard.

Self Service 48

Self Service Customer Service Chatbots Return on Investment 48

eGain Blogs

MAY 18, 2022

If you look at Gartner, they’re saying if you actually put the ability for citizens to interact on a website to find their own answers, that self-service technology fails to deliver about 90% of the time. Why knowledge management over content management? They serve 25 million users via self-service every year.

Self Service 90

Self Service Government Case Study ROI 90

ShepHyken

DECEMBER 25, 2020

Investing in new technology can require large amounts of capital and may not yield proportionate return on investments. Second, knowledge is not distributed amenably to offer personalized choices and custom made solutions. Does your platform contain all the knowledge required to customize client services?

Self Service 78

Self Service Knowledge Base Return on Investment Customers 78

Comm100

NOVEMBER 13, 2022

These are ‘trained’ from existing reference materials like a knowledge base or FAQ bank. Generates substantial ROI through lower service costs. The next benefit of chatbots that we’ll look at is the excellent return on investment. Provides a self-service option. Building a Comm100 Task Bot.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. Investing in a help desk that offers better queue management features can help your customer support team be more effective.

ROI 40

ROI Self Service Software Return on Investment 40

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

MAY 21, 2024

Helpdesk and ticketing system integration facilitates efficient issue resolution and better collaboration, while integrating a knowledge base and self-service tools empowers agents and customers with easy access to information, leading to faster resolutions and continuous improvement.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Kustomer

AUGUST 23, 2021

We know that CX has become a top differentiator online , and brands that invest in a better customer experience are seeing the greatest returns. In just a year, Wave saw a 5X return on investment using a brand interactions platform to handle customer inquiry spikes and leverage conversational AI to strategically improve their CX.

Interaction 98

Interaction Brands e-support Self Service 98

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Inbenta

JUNE 17, 2021

Evaluate your knowledge management processes . Efficiently monitoring KPIs will enable you to assess your knowledge management processes. Size of the knowledge base. Knowledge base quality. Below is a first-level overview of key performance indicators to get you started.

Management 52

Management Strategy Knowledge Base First Call Resolution 52

Natalie Petouhof

FEBRUARY 17, 2016

Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  . Insufficiencies in shopping cart or in-game customer service capabilities. Insufficiencies in shopping cart or in-game customer service capabilities.

ROI 40

ROI Report Self Service Customer Service 40

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Totango

SEPTEMBER 22, 2022

Lead conversion tools include landing pages, email templates, automated marketing workflows, and account-based marketing (ABM) tools. Reporting tools help track return on investment. Intercom allows teams to deliver real-time cloud-based support through in-app, online, or mobile messaging.

Tools 71

Tools CRM Analytics Advertising 71

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Eptica

JULY 13, 2016

What is needed is to break down the barriers between channels and departments through a single, integrated solution built around a centralized knowledge base and powerful workflow to ensure that incoming digital interactions are immediately sent to the best agent to answer them – whatever the channel. Share this page on: Tweet.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

TechSee

JUNE 25, 2019

The same computer vision AI technology that interconnects humans with technology to provide superior CX can also be utilized to reduce contact center agent workload through better agent decision-making and company-wide knowledge sharing through the creation of dynamic visual knowledge bases. Agent decision support.

Technology 122

Technology Customer Service Contact Center Gamification 122

LiveChat

JANUARY 20, 2017

Trend #2: Self-service. Self-service is the essence of proactive support and – as I usually say – the best answer is the one you didn’t even have to give. It’s a completely new way of thinking about self-service! Trend #3: Empowerment of emotions in customer service. Paolo Fabrizio.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

Tricia Morris

AUGUST 21, 2015

Five Steps to Greater Customer Loyalty : analyze customer behavior with special attention to self-service options available and how and when customers use them; improve self-service, with a broader view than just IVR; integrate all channels; create better links between live and self-service; track satisfaction and evolve based on the results.

CRM 40

CRM Customer Focused Self Service Conference 40

ChurnZero

MARCH 27, 2020

As a self-service guide, walkthroughs lighten the dependency on Customer Success and Product teams to demonstrate functionality while still providing a personalized user experience at scale. Caveat: This figure is meant to serve as a baseline since the number of steps will vary based on product complexity.

Tips 52

Tips Self Service Effort Score Customer Success 52

Bold360

NOVEMBER 30, 2016

Most consumers now expect that companies have a multitude of contact methods, allowing them to engage in any way they choose, ranging from Facebook to Twitter, email, telephone, self-help knowledge bases, and instant messaging or chat. This is the functionality that will offer a real return on investment.

Chatbots 40

Chatbots Strategy Self Service ROI 40