How self-service could shape the future of customer experience
As technological advancements continue at an unprecedented rate, businesses are incessantly seeking ways to enhance their customer experience (CX). A core strategy that has gained significant traction in recent years is the proliferation of self-service options. Over the next five years, the evolution of self-service is poised to transform CX in several distinct ways. Here […]
Online Safety Bill UK: WhatsApp, encryption and the implications for privacy
By Andrew Parsons, Partner, Womble Bond Dickinson WhatsApp and other encrypted messaging service providers have signed an open letter to oppose the Online Safety Bill ahead of its final reading in the House of Lords. This article explains the journey of the Bill so far and why WhatsApp and other organisations are opposing the proposed […]
Consumers want more self-service options
81 percent of consumers say they want more self-service options yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today whereas businesses believe 53 percent of consumers are very satisfied with their self-service. That’s according to the NICE 2022 Digital-First Customer Experience Report, which highlights significant gaps […]
Customer self-service is the secret to surviving this year’s holiday shopping season
By Smart Tribune E-commerce retailers must offer exceptional customer service experiences to succeed in what’s likely to be the biggest online holiday shopping season ever. There is no question that 2020 has been a year of unexpected twists and turns. The ongoing COVID-19 pandemic has turned everything we know about typical consumer habits on its […]
GUEST BLOG: Elevating the role of self-service – 8 Top Tips
Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that […]
GRS predicts five ‘rapid’ trends for call centres in 2017…
Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan. Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim: Self-serve will grow with chatbots, apps and mobile: By 2020, […]
[24]7 and Amdocs partnership introduces ‘powerful’ self-service support…
A ‘strategic’ partnership formed by the global customer engagement solutions provider, [24]7 and the customer experience software provider, Amdocs, promises to deliver ‘intelligent, personalised customer support’ across all service channels including email, voice, chat and web; meanwhile reducing the time and costs associated with setting up consumer self-service. The combination of both offerings claims to […]
New TouchCommerce platform enables ‘intelligent automated conversations’…
The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels. The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands […]
Guest Blog, Stuart Dorman: Placing self-service at the heart of your customer journey
Historically the customer contact sector has treated self-service as a lower cost alternative to the traditional contact centre model. Now, however, with customers looking for a much more seamless engagement experience – across sessions that might start with an app or a virtual assistant, transition into a webchat and then conclude with an email or […]
Guest Blog, George Skaff: Effectively optimising self-service tools for your call centre…
Delivering a positive customer experience is paramount to any consumer-facing organisation, yet the way in which consumers today interact with brands is very broad and this can create problems for those aiming to increase satisfaction; meanwhile reducing their cost-per-serve ratios. When you look at how consumers are contacting brands, it can be over the phone, […]
