Self Customer Service: What Is It and Why Do Companies Need It?
Gone are the days when you want to debate the importance of having a self-service channel. Self-service is inevitable now. A recent report shows that around 81% of customers want more self-service options from the businesses they work with. Traditionally the most common self-service customer solutions have been FAQs, knowledge bases and even communities. However, […]
“Data Democratization: Making Data Available and Understandable Across the Organization” Webinar Recap
Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it to make more informed decisions on behalf of the company. In this webinar from #ProductCon, the largest product management conference in the world, Google Product Lead Marily Nika speaks with […]
Customer self service: Empower your customers to help themselves
In our digital-first world, we’ve become accustomed to instant gratification. For brands, this means providing solutions and answers to customers’ questions in a near-instant. Take too long and your customers won’t be happy. This is where offering customer self service can make a significant difference to your customer experience and satisfaction. Customer self service defined […]
How Self-Service Automation Elevates the Customer Experience
Consumers increasingly prefer to solve their own problems whenever possible. Brands like Starbucks, Lyft, Uber, Fandango, and Airbnb that allow self-service within apps have trained us to go out and get the services we want, when we want them. Time of day doesn’t matter, and we don’t have to endure small talk to get to […]
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in turn equates to a better CSAT and overall brand experience. The routing process itself is also a great candidate for automation, and brands have increasingly […]
Top 5 Benefits of Chatbots in Customer Service
Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor experience due to chatbots often outweighed the cost reduction component due to ticket deflection. But thanks to improved artificial intelligence and machine learning capabilities, chatbots […]