Customer self-service
Customer self-service platforms save time and money for both the customer and the brand -- when implemented thoughtfully. Learn about the latest strategies in deploying chatbots and other self-service tools.
New & Notable
Customer self-service News
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November 10, 2020
10
Nov'20
Zendesk, WhatsApp cozy up with co-development partnership
Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
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October 29, 2020
29
Oct'20
Oracle CX targets communications industry with new apps
Oracle moves into vertical-specific digital experience customizations, starting with Oracle Digital Experience for Communications, with more to come.
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October 20, 2020
20
Oct'20
Salesforce Work.com gets customer, employee experience tools
Salesforce continues to build out Work.com as a place for broadcasting pandemic-specific employee and customer communications, as well as to enable remote work.
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September 18, 2020
18
Sep'20
Oracle CX upgrades focus on field service, contact center
Oracle adds self-service features, field tech tools and call center capabilities to its CX stack in response to customers' business needs in pandemic.
Customer self-service Get Started
Bring yourself up to speed with our introductory content
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Creating the right self-service content for customers
Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
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Contact center AI opens new frontiers for customer engagements
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Evaluate Customer self-service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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How to choose a contact center software system in 2020
Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation. Continue Reading
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Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
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Contact center AI: Agents may be training their replacements
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Continue Reading
Manage Customer self-service
Learn to apply best practices and optimize your operations.
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8 customer service metrics to measure call center success
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. Continue Reading
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Contact center roles shift from cost center to profit center
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
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Call center customer experience ROI is more about metrics
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
Problem Solve Customer self-service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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Reporting a combined service level from several call centers
Lori Bocklund gives a formula to use to calculate a combined service level from several different call centers, as well as what to consider to get the most accurate call center numbers. Continue Reading