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The Importance of Customer Self Service Portal


In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

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What’s the Difference Between a Self-Service and Full Service Customer Experience Solution?

InMoment XI

When it comes to what type of CX solution you want to implement, there are two options to choose from: a full-service program or a self-service program. What Is a Full Service CX Solution? What Is a Self-Service CX Solution? Self-Service v.


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Customer Self-Service: Pros, Cons, Examples


Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Insurance Digital Self-Service Still Requires Human Support 


The digital self-service capabilities available to policyholders and agents today vary greatly by carrier, but generally speaking, insurers […] The post Insurance Digital Self-Service Still Requires Human Support appeared first on Glia Blog | Digital Customer Service Explained.

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The Open CCaaS Advantage Report

Among the insights revealed are: 54% of CX executives’ CCaaS platforms don’t have effective self-service bots Only 41% are satisfied with their current AI and automation 53% can’t take advantage of AI innovations such as ChatGPT Get your copy of The Open CCaaS Advantage.

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Self-Service Checklist – What You Need

Team Support

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. Self-service checklist.

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The Future of Self-Service

Help Scout

A review of the near future of customer self-service technologies and trends. How will our customers help themselves in 2018 and beyond? Read the full article

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The ABM Benchmark Survey

Download the report to learn more about: The strategies and technologies ABM marketers are using to increase ABM successes Why it’s important to shift toward more targeted, personalized assets How marketers are meeting buyers' demands for self-service journeys Which metrics and marketing KPIs matter across the ABM funnel

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Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

Self-service is on the rise. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. More and more customers are looking to solve their own issues without human intervention.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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How Self-Service Can Drive Down Costs and Improve CX

Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering. That’s right. This eBook details it all!

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4 Golden Rules for Conversational AI Self-Service

Speaker: Brian Morin & Helena Chen from SmartAction

As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track?

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5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

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The State of Self-Service in 2021

Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction

Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Moreover, come away from this webinar with an understanding of how these new capabilities can apply to your business.

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Saving Costs and Support Agents: a Deep Dive into Self-Service Help Centers

To retain customers, companies need to work on the experience they provide and be available 24/7 through all imaginable communication channels.