CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. 93 per cent said it was important¹ that they are able to contact their supplier in whatever way they prefer – such as by phone, email, social media, text or messaging apps.

Self Service 59

Self Service Customer Service Wireless Government 59

InMoment XI

OCTOBER 5, 2023

This approach proves incredibly beneficial for identifying recurring issues faced by your customers, escalating these concerns to your development team, and creating relevant self-service resources to empower customers in resolving problems independently. Follow up with employees, too! Not sure where to start?

Contact Center 486

Contact Center Self Service How To Call Center 486

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .

Social Media 127

Social Media Examples Brands Customer Service 127

InMoment XI

FEBRUARY 14, 2024

This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

JULY 12, 2023

Touchpoints are the various points of contact between a customer and a business throughout the customer journey, and they can occur through various channels, such as websites, social media, physical stores, customer service interactions, and more.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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

North Highland

MARCH 19, 2019

We pull information by asking Google, by talking to Alexa, or refreshing our social media apps. A step towards self-service is a step towards changing key aspects of your organisation’s culture. How can organisations begin to implement a self-service model? The post Help Yourself!

Self Service 60

Self Service Sports Social Media Culture 60

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. The answer is self-service systems that make it easy for consumers to ask detailed questions and get fast and accurate answers that ensure they are able to continue along the buying journey.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. This is especially important in managing operational expenses while maintaining or improving service quality.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Whether you’re stationed in the office, working remotely, or constantly on the move, this system ensures you never miss crucial calls.

System 103

System Communication Contact Center Self Service 103

Comm100

FEBRUARY 6, 2023

Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education. Doing this sends a message that you value your customer.

Financial 191

Financial Trends Self Service Customer Experience 191

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system? Final thoughts What is a ticket management system?

System 52

System Measurement Tips Self Service 52

NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

BirdEye

OCTOBER 11, 2023

Clients expect insurance companies to abandon archaic systems and methods of communication. Use social media polls to discern whether your customers prefer human or AI interactions and how often they want to receive communication from you. All of these customer preference insights can help you make meaningful tweaks.

Insurance 110

Insurance Industry Customer Experience Self Service 110

Team Support

APRIL 3, 2024

Robust Ticket Management Central to TeamSupport's design is its dynamic ticket management system, which is oriented towards tracking and resolving customer issues. The system conveniently groups tickets, making it easier to identify recurring issues or customers who may require a little extra attention.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self Service 16

Self Service Report Analytics Tools 16

Kustomer

JANUARY 8, 2024

Zendesk is best known for its ticketing system, automation features, and integrations, making it a fan favorite for thousands of SMBs globally. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support. You should also be able to view and manage your SLAs with your ticketing system.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

Kayako

NOVEMBER 22, 2017

Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. I’m sure everyone has had an experience with automated ticketing systems doing this. Self-service is effective and efficient any time of the week.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

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. Agents can be assigned to different channels, such as voice, email, chat, and social media.

Call Center 196

Call Center Self Service Strategy Contact Center 196

GetFeedback

APRIL 17, 2019

And when you get your bearings with that, you can enhance your company’s presence on social media with tools like Hootsuite or Sprout Social. Also, if they aren’t integrated with a ticketing system already, you may need to connect them with one, since it’s easier for agents to handle multiple channels within one system.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Team Support

MARCH 11, 2024

Omnichannel Approach: Customers interact with brands through various channels - email, social media, live chat, etc. Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs.

Trends 52

Trends Self Service Social Media Knowledge Base 52

Team Support

MARCH 11, 2024

Omnichannel Approach: Customers interact with brands through various channels - email, social media, live chat, etc. Self-Service: Customers are becoming more independent. This means a rise in self-service options, like knowledge bases and FAQs.

Trends 52

Trends Self Service Social Media Knowledge Base 52

Comm100

FEBRUARY 15, 2022

An on-demand economy also offers personalized products and services wherever possible to succeed in sales and utilizes advanced systems to coordinate vendors and clients. It heavily utilizes digital technology products and services to cater directly to customer needs. Offer 24/7 customer service – even for customers abroad.

Self Service 130

Self Service Consumers Customer Service Social Media 130

ShepHyken

AUGUST 12, 2022

Create self-service solutions. One of the best ways you can reduce customer service tickets and improve CX is by creating customer self-service solutions. It can be on social media, public forums, mobile applications, or any other platform that the customer uses.

Self Service 70

Self Service Customer Journeys Omni-Channel How To 70

Kustomer

SEPTEMBER 1, 2022

When a customer reaches out to explain their negative experience or writes a less-than-stellar review on social media, there’s an opportunity to improve how they view your brand. Invest in Self-Service Solutions. Self-service solutions essentially help customers help themselves.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Vonage

MARCH 26, 2018

It doesn’t matter if it’s talking face-to-face, by phone or email, via social media or live chat, customers expect your business to be there when they need you. If you’re not providing an omni-channel service experience, your customers will happily switch to a competitor that does. Offer support via social media J.D.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

TechSee

MAY 19, 2021

Imagine the possibilities if that same company also analyzed relevant data from the customer’s social media posts and other online reviews. Deliver Convenience with Computer Vision-Powered Self-Service. Computer vision has become a key customer service technology trend due to its many capabilities.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Check our comprehensive guide for specific customer service tips to help you improve customer satisfaction.

Retail 78

Retail Engagement Strategy Customer Experience 78

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

NICE inContact

OCTOBER 16, 2018

A good system should be able to bring all of it together – having access to this information is essential, as it is the basis for delivering a good customer experience. Some want to use the phone, but others might want to engage in chat, text, email, or even a self-service option. Customer service is a great differentiator.

Call Center 260

Call Center Customer Service Self Service Social Media 260

Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. Consumers won’t trade price for bad service. When choosing a product or service, The Institute of Customer Service says that consumers usually look for a balance between service and cost.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Kustomer

JANUARY 7, 2024

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. For example, if you’re deeply integrated with a CRM system, you might find that Intercom doesn’t offer the direct connection you need. Therefore, your chosen solution should integrate with social platforms like these.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Verint

SEPTEMBER 13, 2017

In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers. Therefore, the mission of an enterprise KM system today is less about what an enterprise can do for its customers, and more about what the business can enable them to do for themselves.

Self Service 26

Self Service Management Contact Center Social Media 26