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

March 24, 2020 24 Mar'20
Zendesk Relater primes customers for remote call center work

Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
March 11, 2020 11 Mar'20
ServiceNow Orlando update adds tools for human and virtual agents

ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
March 06, 2020 06 Mar'20
Amazon chatbots to employ neural networks for CX

Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.
October 30, 2019 30 Oct'19
Public sector's customer experience strategies analyzed, ranked

Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from.

Customer self-service Get Started

Bring yourself up to speed with our introductory content

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
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.

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
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

Manage Customer self-service

Learn to apply best practices and optimize your operations.

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
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

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
Revisiting the value of Web self-service

Many organizations need to revisit the value and purpose of providing Web self-service as part of their CRM strategy. Continue Reading