Are Your Self-Service Channels Your Customers’ Last Option?
Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar conducted by Jacada, 42% of the attendees replied they don’t...
Take Self-Service Up Another Notch
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype over SS, but that enthusiasm has been tempered by equal...
Seamless Self-Service Starts in the Contact Center
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic...
Enhancing Phone Self-Service: “IVR with a Brain”
Poorly designed IVR applications have been frustrating callers for years—and in too many cases, alienating customers rather than providing a quick and easy way to handle the most basic transactions. Worse, when callers opt...
Search Analytics Provides Key Insights into Self-Service Experience
With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives. Unfortunately, too many websites contain outdated information...
Self-Service as a Customer-Satisfying Experience
Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if not wholly, with self-service technology. Above the obvious bottomline impact,...
Empower Customers with Mobile Self-Service
Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of smartphones has added another dimension to customer expectations for self-service. Smartphone...