Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. And that’s really where the rubber meets the road.

Social Media 40

Social Media Self Service Engagement ROI 40

Team Support

APRIL 3, 2024

Customer Self-service The importance of enhanced customer experience can not be overstated. TeamSupport offers a robust knowledge base, self-service portal, and interactive community hub where your customers can ask questions, share ideas, and solve issues even outside business hours.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

ShepHyken

MAY 15, 2023

Well, here’s another one, this time focusing on the ROI of the measurement. Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? My Comment: This is an excellent article about “Social Listening.”

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

Kustomer

APRIL 13, 2022

Social media platforms like YouTube and Instagram also natively allow you to survey your subscribers and followers. An FAQ page is a critical element of your brand’s website and self-service tools. FAQs pages enable a form of customer self-service , empowering prospects to find solutions that have already been documented.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat. Now, live chat is a necessity.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Lithium

OCTOBER 19, 2022

In qualitative terms, your new fancy community will improve your NPS scores; your general customer sentiment will improve, and if you do everything right, you might receive some free marketing across the social media ecosystem. This care team just linked the brand’s community page to their self-service suite.

ROI 52

ROI Gamification Self Service Case Study 52

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.). Let’s look at five ways that investing in help desk software can save that revenue and increase your customer support team’s ROI.

ROI 40

ROI Self Service Software Return on Investment 40

Alida

OCTOBER 2, 2017

By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up. So how can organizations make sure that the billions of dollars they invest in digital transformation deliver ROI?

Self Service 100

Self Service Strategy Hospitality Social Media 100

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. However, by deflecting as many questions as possible (such as through self-service systems), companies can focus their resources on more complex queries, where agents can make a difference to the customer’s experience. Published on: June 24, 2016.

ROI 50

ROI Self Service Customer Experience Airlines 50

Gainsight

MARCH 15, 2024

As user requests to engage with the community without Meta accounts grew, it became evident that HoneyBook’s community’s value extended beyond traditional social media. Learn more about how to pair Education and Community efforts in our new case study, Front Empowers Customers Through Digital Self-Service for Success.

Self Service 52

Self Service Sports Case Study Resources 52

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. In fact, executives have long thought of customer service or customer care as a cost center. Increases in Average Handle Time (AHT) for phone, email, chat and social media  .

ROI 40

ROI Report Self Service Customer Service 40

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat. Now, live chat is a necessity.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

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

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. Have you tried any of these methods? Live Chat Benchmark Report 2019.

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. Have you tried any of these methods? Live Chat Benchmark Report 2019.

Social Media 100

Social Media Multi-Channel Self Service System 100

Win the Customer

MAY 12, 2020

If we conduct a survey for recording customer’s expectations from a business, it can often be recorded as the actual need of customer falls around- Timely responses by call centre executives, hands-on lucrative offers, self-servicing way and many more. Call centre services. phone call, social media, fax, chatbots and many more.

Self Service 128

Self Service Social Media Sales Call Center 128

Team Support

APRIL 11, 2024

TeamSupport’s ticket management system allows businesses to manage customer inquiries and support tickets from various channels, including email, phone, chat, and social media. Tickets are automatically routed to the appropriate teams or agents, ensuring prompt responses and resolutions.

Self Service 40

Self Service Multi-Channel Knowledge Base Strategy 40

NobelBiz

NOVEMBER 20, 2023

Read more about the NobelBiz self-service IVR system here. NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media.

System 103

System Communication Contact Center Self Service 103

Magellan Solutions

JUNE 12, 2021

How Offshore Call Center Services Use Speech Analytics? From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. Cost-saving is one of the many advantages of outsourcing customer service. Social media. At the same time, it enhances the use of self-service channels.

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

Eptica

JULY 10, 2019

So here are five suggestions to help you reduce the number of incoming contacts and ensure your customer service agents are not overwhelmed: 1. Deflect with self-service 83% of consumers are happy to use self - service and 64% are fine with using chatbots to ask questions. With this tactic everyone benefits.

Self Service 56

Self Service Tips Management Chatbots 56

Wootric CX Blog

JUNE 19, 2019

Empowering Self-Service. Another survey pointed out that 70 percent of customers expect a company website to include a self-service option, and 40 percent of customers prefer self-service over contacting a support team. Definitely, AI has started a new era of “self-service”!

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

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

Kayako

JULY 6, 2017

What is the ROI on having a customer-driven company? The Best Service is No Service. Bill Price and David Jaffe have put together a step-by-step guide to self-service support for your company in their book, The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs.

Self Service 93

Self Service Handbook Customer Service Culture 93

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Comm100

APRIL 30, 2020

Comm100’s Knowledge Base is a scalable platform that can be used as a self-service channel for customers, or as an internal tool to arm your agents with the knowledge and resources they need to provide helpful and efficient support. . Recommended reading – Agent Assist ROI Calculator .

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

AUGUST 14, 2023

To optimize CX, it’s crucial to provide a seamless experience across all touch points, be it your website, social media, mobile app, or in-store experience. Consistency in messaging, branding, and service quality helps build trust and enhances the overall customer journey.

Loyalty 52

Loyalty Customer Experience Self Service Exceptional Customer Service 52

Integrity Solutions

JULY 28, 2022

In addition to answering phone calls, today’s contact center experience typically requires agents to have responsibility for responding to online live web chat, text chat, email requests, website contact form submissions and even social media posts. But more and more consumers have now been trained to escalate concerns.

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

Magellan Solutions

AUGUST 16, 2021

A large call volume could well be the result of a surge in telecom spam and fraud, routing issues, or an ineffective marketing strategy that is eating into your ROI and decreasing sales productivity. How can contact center services Philippines turn call reductions into an advantage? Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Ecrion

JULY 17, 2019

Communication Preferences In an era of smartphones, texts, direct message, email, and social media, you can be sure that everyone has a preference on how they want to be contacted. Tracking how your customers want to be contacted by you and then optimizing those channels is an important part of the enhancing customer ROI.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Eptica

APRIL 18, 2018

Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. Why it is time to calculate the ROI of VoC programs. The importance of understanding emotion in digital channels.

Travel 49

Travel Brands Airlines Customer Experience 49

GlowTouch

DECEMBER 10, 2020

AI is not confined to chatbots or other self-service tools, though those are popular with some people. Study after study shows a clear consumer preference for interacting with a live service agent instead of a machine. Why does this matter? About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

delighted

OCTOBER 4, 2019

But, when it comes to investing in tools and services to do this, many businesses fail to see the long-term ROI that CX technology and strategy can deliver — even though the evidence is apparent: Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Grow by listening to your customers.

Customer Experience 40

Customer Experience Marketing Self Service Effort Score 40

Win the Customer

MAY 12, 2020

If we conduct a survey for recording customer’s expectations from a business, it can often be recorded as the actual need of customer falls around- Timely responses by call centre executives, hands-on lucrative offers, self-servicing way and many more. phone call, social media, fax, chatbots and many more.

Self Service 52

Self Service Social Media Case Study Sales 52

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. Cloud-base Voice and Mobile Self-Service.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40

Thematic

MAY 19, 2022

Feedback data can include everything from social media mentions, customer surveys (CSAT, Net Promoter Score), direct feature requests and support tickets. Organize your data so you can show all relevant stakeholders how your VOC program is delivering ROI - otherwise they’ll only focus on the investment cost.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Ecrion

JUNE 12, 2018

CCM software allows for greater on-demand document production , which is usually triggered by requests from various incoming channels, such as the web, phone, email, social media, etc. Guess you’re not interested in increased revenue, happy customers, or a significant ROI. Listen to what your customers want.

Communication 59

Communication Management Telecommunications Self Service 59