There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Self service kiosks are becoming vital parts of many businesses. But what is a self service kiosk and why is it so important to think about? The demand for customer self service has never been higher.

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart ...

In recent years, buying habits have shifted in favor of self-service purchasing options across both B2B and B2C groups. The ability to conduct one's own self-discovery and make purchases online with ...