TeamSupport

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. TeamSupport’s robust self-service capabilities empower customers to do just that, and reduce the workload on your agents.

Manufacturing 52

Manufacturing AI Technology Technology 52

TeamSupport

SEPTEMBER 8, 2022

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.

B2B 98

B2B Start-ups Customer Service Customer Experience 98

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

Social Media 87

Social Media AI Technology Technology 87

Customer Think

MAY 22, 2023

Have you considered offering self-service customer support? We’ll look at what self-service customer support is and how it works. It’s a useful and increasingly popular option for businesses to support and educate their audiences. And […]

Education 103

Education 103

Help Scout

AUGUST 22, 2023

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

Technology 75

Technology Technology 75

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Gaming 52

Gaming Sales Customer Service Customer Experience 52

CommBox

NOVEMBER 22, 2022

Why It’s Time to Move Beyond Self Service . Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. A bad self-service user experience can leave a customer feeling confused and frustrated. .

CX 98

CX E-commerce Net Promoter Score NPS 98

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Engineering Technology Technology 98

Execs In The Know

JANUARY 17, 2024

In an era where consumers crave seamless online experiences, the demand for self-service solutions is higher than ever. Recent surveys indicate that only 15 percent of consumers express high satisfaction with the self-service options provided by businesses today. Guest post written by Abby Nichols, Marketing at Knowbl.

AI 52

AI Innovation Gaming Social Media 52

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals.

Contact Center 69

Contact Center AI Technology Technology 69

Taylor Reach Group

FEBRUARY 12, 2020

Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. With proper planning and discipline, you can deliver effective self-service. By Colin Taylor.

AI 120

AI Artificial Intelligence Technology Technology 120

Customer Service Life

MAY 11, 2022

For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. For email support, AnswerBot sends helpful article suggestions in the new ticket autoresponse via email, allowing customers to self-solve their issues without the assistance of a human.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Customer Think

MARCH 25, 2023

Self-service for customer service and support is just a first step in a much broader digital engagement strategy enabling brands to engage with customers online and via mobile devices throughout the entire customer journey – before and after they buy.

Business Growth 100

Business Growth Customer Service Customer Loyalty Technology 100

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000. “We

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Zendesk

MARCH 1, 2022

Get creative with self-service tools. Like many businesses, Loman and his team saw an enormous increase in service requests during the pandemic as classrooms shut down and people turned to online education. To manage the influx of inquiries, the company decided to get creative with its self-service options.

CX 98

CX ML Machine Learning Artificial Intelligence 98

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

Social Media 118

Social Media Contact Center Omnichannel NPS 118

Customer Think

AUGUST 18, 2021

Do consumers want to talk to live customer service agents? Customers generally are self-reliant problem solvers who are increasingly looking for quick, do-it-themselves ways to get a question answered or resolve an issue. That’s an ongoing debate. You’ll actually hear arguments on both sides of the aisle.

Customer Satisfaction 116

Customer Satisfaction Customer Service Contact Center 116

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Artificial Intelligence 40

Artificial Intelligence AI Gaming Sales 40

CommBox

SEPTEMBER 20, 2021

Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Here’s why… Research indicates that 67% of consumers prefer self-service over speaking to a company representative. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

Uniphore

FEBRUARY 15, 2019

Intelligent self-service refers to the new generation of self-service solutions. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives. These solutions are changing the paradigm over the old way of doing it. Read More.

Technology 100

Technology Technology 100

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Technology 88

Technology Technology AI Customer Service 88

Help Scout

DECEMBER 14, 2021

When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started. Read the full article

105

105

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. August 4, 2022 By Donna Fluss. View this article on the publisher’s website. It’s Time to Transition from IVR to IVA.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

Omnichannel 98

Omnichannel B2B Customer Service Customer Experience 98

ModSquad

APRIL 5, 2023

Self-service – or Tier-0 – customer support is attractive for many reasons for both you and your customer. Imagine a customer that has attempted to resolve an issue through self-service channels. Those customer calls tell you exactly where your self-service tools need updating or improvement.

Customer Satisfaction 59

Customer Satisfaction Customer Experience 59

Customers That Stick

FEBRUARY 2, 2015

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. Then one-third hate it and won’t use it ever.

Retail 154

Retail Technology Technology Innovation 154

Customer Think

JANUARY 14, 2023

For brands this means they can’t afford to deliver sub-par customer service or their customers will go somewhere else. Customer expectations are constantly changing, not only in how they purchase and spend but also the way they engage with brands and the expectations that come along with those interactions.

Customer Service 120

Customer Service Customer Expectations Customer Loyalty 120

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Taylor Reach Group

JUNE 26, 2019

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. By Colin Taylor. Check out the recorded webinar HERE.

Contact Center 98

Contact Center AI Artificial Intelligence Technology 98

CX Network

MARCH 23, 2023

Find out what our All Access event delegates said about the state of self-service in CX

CX 94

CX 94

Aquire

FEBRUARY 2, 2022

Customer self-service is the DIY of customer support. Having self-service support options available is something customers now expect. The question is: how do you implement these solutions effectively in your customer service strategy? What is customer self-service? Here’s everything you need to know.

Omnichannel 52

Omnichannel Engineering AI Machine Learning 52

CommBox

JULY 1, 2021

Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The wide variety of WhatsApp bots will automate all of the company’s self-service client interactions via the most-used messaging app in the world.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning AI 59

Zendesk

MAY 31, 2023

In this second part of the discussion, Zendesk’s Maddie Hoffman —director of self-service and automation at Zendesk—joins Loman and Saunders in an in-depth conversation about how generative AI will have sweeping effects on self-service, knowledge management, and what customers will come to expect from the companies they patronize.

AI 52

AI Sentiment Analysis Customer Retention Customer Experience 52

Customer Experience Matrix

SEPTEMBER 18, 2023

Figures are lower for service providers (45%) and other respondents (15%). Self-service leads to success: false. Is it possible that self-service doesn’t save money or make users more effective after all? It's important to realize this is no worse than success rates for other large system deployments.

Technology 59

Technology Technology 59