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
Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
Customer self-service News
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May 15, 2020
15
May'20
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud
Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
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May 08, 2020
08
May'20
Pega adds unified messaging to customer case management
Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform.
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May 07, 2020
07
May'20
Salesforce Lightning App Builder adds low-code forms features
Salesforce Lighting App Builder will include oft-requested low-code features for building complex forms that previously required developer coding to create and update.
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May 05, 2020
05
May'20
ServiceNow CSM navigates pandemic, partners with Adobe
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
Customer self-service Get Started
Bring yourself up to speed with our introductory content
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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
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10 things to know about Google Cloud Contact Center AI
Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program. 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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Best practices for using AI-enabled self-service
AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Continue Reading
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Why is customer self-service critical for contact centers?
Contact centers have embraced and improved self-service options like conversational voice response systems and mobile websites -- but there are still some challenges with the tech. Continue Reading
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Self-service technology: Top five buzzwords
Self-service is a version of electronic support that allows customers to access information and perform routine tasks over the Internet. More and more frequently, businesses are implementing self-service applications to improve their customer ... 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