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.

Artificial Intelligence 98

Artificial Intelligence Customer Experience Organization Meetings 98

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 Customer Experience Organization Meetings 97

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

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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.

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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.

Management 52

Management Customer Experience Communication 52

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Customer Experience 98

Customer Experience Communication 98

Customer Think

SEPTEMBER 9, 2021

The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always been positive. In his Washington Post Magazine column, “Your Call Is Unimportant To Us,” Gene Weingarten noted that, “the delay is deliberate.

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Customer Think

JULY 11, 2023

When it comes to customer service, self-service support is a must. Not to mention, not using self-service customer support is a waste of all the online resources and […]

40

40

Help Scout

AUGUST 22, 2023

Self-service is the new competitive differentiator. Learn how Help Scout's addressing that and redefining self-service customer support. Read the full article

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Zendesk

DECEMBER 4, 2020

So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. Give them direct access to the answers and help they need through web self service. What is web self service? What is web self service? Key types of web self service.

Artificial Intelligence 98

Artificial Intelligence Software Software Customer Experience 98

Groove HQ

DECEMBER 17, 2019

The post How to Create a Knowledge Base: Building Self-Service for Customer Support appeared first on Groove Blog. Learn how to create a knowledge base from the ground up that your customers will love.

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Help Scout

AUGUST 22, 2023

Use self-service, chat and your help desk to help your customers succeed. Stop being the gatekeeper to your clients’ success. Read the full article

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48

Apptivo

JUNE 28, 2021

Businesses must stay current with the newest customer self-service strategy, which is developing at a rapid pace. These conditions have, as a Study reveals, resulted in around 91% of the customers and respondents prefer using self-service options to cater to their needs.

CRM 59

CRM B2B Customer Experience Software 59

Groove HQ

OCTOBER 2, 2020

The post Help Center Software: 5 Steps to Create Self-Service Resources for Customer Support appeared first on Groove Blog. My dad is the one you call if you need a reference—mechanic, plumber, attorney. If you need a recommendation, he knows who to […].

Software 104

Software Software 104

Zendesk

APRIL 6, 2021

Instead of asking customer service reps to put out every fire, empower customers to find their own solutions whenever possible. When your company masters customer self-service, you make it easy for consumers to solve their own issues without having to send an email or make a call. What is customer self-service?

Internet 52

Internet Retail Innovation Digitalization 52

QYMATIX

APRIL 20, 2021

The difference between Business Intelligence (BI) and Self-Service BI and why Qymatix is not a traditional Self-Service BI solution. Thus, the path from BI to self-service BI to Qymatix is opening up. Self-Service BI. Business Intelligence vs. Self-Service-BI vs. AI-based Software – Summary.

Artificial Intelligence 52

Artificial Intelligence Software Software Negotiation 52

Customer Think

MARCH 6, 2024

Automations powered by generative artificial intelligence dramatically improve the customer experience of everyday banking and retail interactions while reducing the burden on strapped customer service teams

Artificial Intelligence 64

Artificial Intelligence Banking Retail Customer Experience 64

Customer Think

AUGUST 23, 2021

I love reaching out to customer support when I have a problem, which is not a common sentiment, as far as I know. Let me explain myself. First of all, I enjoy the fact that I can connect with almost any company in the world and ask for help. Second, I love the feeling of […].

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Customer Think

FEBRUARY 21, 2023

Natural language processing leader drives exceptional self-service experience for customers and employees by delivering the right answers instantly

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52

Customer Think

AUGUST 12, 2021

Happy customers are good customers. They return to buy more, they write nice reviews, and they recommend you to their friends. If you’re one of the lucky online stores that have experienced a surge in sales over the last year, you probably have more of them than you’ve ever had before, which is great. But […].

Sales 75

Sales 75

Customer Think

AUGUST 23, 2021

“Get a Quote” or “Request for Quotation,” you might see such buttons on every website you visit. While some simply just click and get the pricing quote; there are a few who take the road less traveled, which means get the quotation by themselves. So, what do you think is the best way? Let’s find […].

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Help Scout

AUGUST 22, 2023

Create better help docs that enable your customers to get answers 24/7 even when your support team is offline. Read the full article

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40

Customer Think

NOVEMBER 18, 2021

Integration of NICE's AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots and chatbots more effective.

Digitalization 119

Digitalization 119

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.

Decision-making 16

Decision-making Customer Success Organization Meetings 16

Customer Think

SEPTEMBER 20, 2023

The CDP Institute just published its annual Member Survey, which is always a treasure chest of interesting data. I’ve already published my primary analysis on the Institute site (you can download it here) but wanted to call out a number of findings that either contradict or confirm martech industry conventional wisdom.

Publishing 59

Publishing Digitalization Marketing 59

Hubspot Sales

JANUARY 17, 2024

In-Person vs. Self-Service: Who Wins? Despite the growing trend of self-service, most consumers still prefer in-person interactions. 65% of consumers prefer to interact with a salesperson in person, compared to 26% who prefer self-service. However, preferences change depending on the product or service.

Value Proposition 89

Value Proposition Decision-making Sales Internet 89

Red Star Kim

JANUARY 26, 2024

Delegates from law (including the Crown Prosecution Service) and finance firms joined a workshop on “Boost Your Confidence at Work – A toolbox for professionals”. We considered the difference between how self-confident we feel (internal) and how confident we appear to others (external). We talked about Imposter Syndrome.

Meetings 130

Meetings Digitalization Communication Management 130

Customer Think

JANUARY 8, 2022

Whether it’s asking Siri to tell us the weather outside or tracking the status of an order through a chatbot on an e-commerce site, we are now interacting with virtual assistants and technologies that power automated experiences on a daily basis. The potential for such technology is enormous and many benefits are already being realised […].

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69

Red Star Kim

MARCH 30, 2023

I’m excited to announce that the Managing Partners’ Forum has just launched a series of six modules for an innovative leadership development programme for firm-wide leaders of small and medium sized professional services firms. Versions for divisional, functional and aspiring leaders are expected in 2024.

Leadership 130

Leadership Emotional Intelligence Digital Transformation Management 130

Customer Think

NOVEMBER 17, 2021

Dissatisfaction is only one touch away For the past five years, my local drug store, part of a large national chain, had a simple, very effective, Interactive Voice Response System (IVR) for requesting refills. Their IVR did three things well: take refill orders, give pharmacy hours and transfer the customer to the pharmacist.

Customer Experience 64

Customer Experience 64

Hubspot Sales

MAY 7, 2024

No matter your niche, product, or service, and no matter how prepared you are, your business will throw you a curveball. As a marketing business owner whose revenue primarily comes from my writing services, late 2022 to mid-2023 was… unnerving, to say the least. Let’s take self-awareness as an example. No worries.

Interpersonal Skills 88

Interpersonal Skills Decision-making eCommerce Prioritization 88

Red Star Kim

MARCH 4, 2024

This can be due to low self-esteem or a low sense of self-worth. Professional services firms can be unforgiving. Your line manager needs to be in control Some people need to be in control. They fear making mistakes and don’t want to appear vulnerable. They are trying to protect you Your line manager may be trying to protect you.

Management 147

Management Communication Leadership Digitalization 147

Red Star Kim

FEBRUARY 15, 2024

MBD executives, advisors, managers, client services executives and BDMs from law firms, economics and management consultancies joined a PM Forum workshop on “Coaching and Consulting Skills for Marketing and Business Development”. In return for their professional services, the consultant charges a fee. What is a consultant?

Facilitation 130

Facilitation Decision-making Emotional Intelligence Acquisition 130

Customer Think

JULY 27, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex, the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks.

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64

Red Star Kim

JULY 17, 2023

It was really well received by delegates from law and financial services firms well as from legal government departments. In an ideal world we would both feel self-confident and appear confident. The session looked first at tools to make you feel more self-confident and then at techniques to make you appear more confident to others.

Communication 130

Communication Meetings Financial Services Government 130

Customer Think

JANUARY 18, 2023

New release delivers significant advancements in new technology integration and feature upgrades across its full line of ITSM and ESM platforms

Management 52

Management 52