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Self Service

reduce customer response times

7 top tips to reduce customer response times

By AI & Automation, Business Intelligence, Collaboration Tools, Contact Centre, Customer Experience, Inbound Call Centre, Self Service

The importance of fast, accurate answers when delivering customer service cannot be overestimated. Research shows it is the number one priority for customers to get a quick response. In fact studies show that on the phone they want a response within three minutes, while on email and social media they are unhappy if they don’t get an answer within 60…

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Digital customer experiences drivers

Five key shifts that are driving digital customer experiences

By AI & Automation, Customer Experience, Self Service

Customer experience is evolving, driven by changing customer needs and accelerated by the pandemic. Key to this is the increasing shift towards digital in all of our lives. Organisations therefore need to understand and react to this transformation to engage with customers and retain them for the long-term. These five drivers are responsible for this shift in customer experience: 1….

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Digital Self-Service ROI

How to deliver ROI from your digital self-service

By Chatbots & AI, Customer Experience, IVR, Self Service

The pandemic has radically altered many aspects of how we live our lives, including increasing everyone’s use of digital channels. At the same time customers are becoming more demanding, wanting faster answers to their queries. Together, this puts the spotlight on self-service – customers are now more comfortable using this channel to find information and solve routine queries, provided it…

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High First Contact Resolution rate

First Contact Resolution (FCR) is key to customer service success

By Customer Experience, Knowledge Management, Self Service

Solving any problems quickly and effectively is central to achieving high customer satisfaction levels. Consumers don’t want to be forced to make contact again to resolve an issue. They don’t want to wait for an agent to call them back with an answer. Research in the ContactBabel UK Customer Experience Decision Makers Guide 2021-22, sponsored by Enghouse Interactive, backs this…

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customer service secrets from Amazon

Five key customer service secrets from Amazon

By AI & Automation, Customer Experience, Self Service

In just over 25 years, Amazon has become the world’s top online retailer. During that time, it has transformed many aspects of retail and customer service that we now take for granted. The company’s dedication to innovation and the customer experience has raised the bar for everyone. Essentially consumers now expect the same level of service and ease of doing…

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Driving Channel Choice In Customer Service

Understanding The Factors Driving Channel Choice In Customer Service

By Chat, Customer Experience, Email, Inbound Call Centre, Self Service

Consumers now have an ever-widening range of channels for interacting with companies. That puts the onus on companies to offer a consistent, high quality service across all of them. But what is driving channel choice in customer service and how can they resource channels effectively and efficiently? Getting the right balance has to start by understanding your customers. How, why…

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4 tips for successfully reducing high contact volumes and increasing customer satisfaction

4 tips for successfully reducing high contact volumes and increasing customer satisfaction

By AI & Automation, Chatbots & AI, Customer Experience, Knowledge Management, Self Service

Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic. When you…

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How AI-powered knowledge management drives customer service success

How AI-powered knowledge management drives customer service success

By AI & Automation, Chatbots & AI, Contact Centre, Knowledge Management, Self Service

Accurate, up-to-date knowledge is at the heart of delivering the highest levels of customer service. Giving your agents easy access to the right information when they are answering customer calls, emails and chat sessions is vital to efficiently providing responses and boosting satisfaction. And if you invest in a single, centralised knowledge base that spans all your channels, you can…

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the-state-of-uk-customer-satisfaction-in-2021

The state of UK customer satisfaction in 2021

By Chat, Contact Centre, Customer Experience, Email, Moving to the Cloud, Self Service, Voice of the Customer (VoC)

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Running since 2008, the ICS’s twice-yearly…

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