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

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.
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.
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.
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

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
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
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.

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
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
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.

Businesses can benefit from customer self-service channels

Self-service channels can save businesses money, while improving the customer experience -- if done right. Here are some tips to keep in mind when building a self-service strategy. Continue Reading
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
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

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.

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
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