Articles
Tag: customer self-service portals
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It’s High Time Knowledge Management Went Omnichannel
The knowledge management infrastructure used by businesses needs to be omnichannel, but far too often, it still isn’t.
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Align Self-Service Customer Support With Every Stage of the Customer Journey
A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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Give Your Self-Service Portal a Strong Content Management Backbone
Self-service, much like collaboration and other centers of activity, depends on well-managed and accessible information.
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5 Ways to Improve Customer Experiences for Consumers of All Ages
Millennial has become less a generation and more a mindset, meaning marketers need to change how they reach today’s hyper-connected digital consumers.
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Why Your Approach to Chatbot and IVR Projects Is All Wrong
Turns out, if you approach an IVR or a chatbot system project as you would onboarding a new hire, the benefits are even greater.
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Make Your Customers Smile: Don't Make Them Talk to You
In the digital age, customers will do just about anything to avoid interacting with a live person unnecessarily, especially beyond the purchasing process. Eighty percent of the buyer’s journey is conducted online through self-education, and Forrester reports a clear preference for digital channels as people turn to web or mobile
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