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.
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Customer self-service News
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June 20, 2019
20
Jun'19
Ada looks to improve chatbot handoff with AI-powered Ada Glass
To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor.
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June 20, 2019
20
Jun'19
Assist acquisition advances Conversocial chatbot service
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
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June 13, 2019
13
Jun'19
Zendesk Duet ties sales, service platforms together
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
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June 07, 2019
07
Jun'19
Companies entrust CX to customer service chatbots, but only so far
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX.
Customer self-service Get Started
Bring yourself up to speed with our introductory content
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The evolution of call centers to experience centers
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center. Continue Reading
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6 live chat benefits to consider in a CX strategy
Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
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How do you determine the right point for chatbot-human handoff?
Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff. 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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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
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Autonomous, self-service technology can't replace human touch
Self-service and autonomous technology can be found in any number of businesses, including hospitals, restaurants and retail -- but they are not a substitute for human interaction. Continue Reading
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Advanced self-service platforms open new customer frontiers
Self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Learn what works, what doesn't and what needs improvement. Continue Reading
Manage Customer self-service
Learn to apply best practices and optimize your operations.
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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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When customer self-service is just dropping the ball
Customer self-service is a low-cost way to emancipate customers from phone-queue purgatory. But it's only part of a broader customer service strategy. Continue Reading
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Long-term strategies for improving self-service success
If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column. 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
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The role of Web self-service