Self-Service Archives

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social media team reviewing social listening analytics

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Dec 1, 2020

The Future of Customer Service Bots: 7 Trends Changing the Way You’ll Think About Chatbots

Can you tell the difference between a bot and a live person? Here are 7 trends you need to know about bots in customer service.

13 Surprising Examples of Facebook Messenger Chatbots

Facebook Messenger can enhance CX throughout the journey, from brand awareness to shopping to support.

6 Ways to Deliver In-App Support for Customers on the Go

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' have been labeled "experience-driven." How has this changed how airlines capture their loyalty?

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

How have Millennials caused shifts in the restaurant industry, and how can brands best engage this generation?

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

How are Millennials re-shaping the auto industry, and what must your brand be doing to engage this generation?

Taking Customer Self-Service to the Next Level

When it comes to CX, organizations vary in their level of maturity. In this blog series, we're diving into Astute's Customer Experience Maturity Framework and exploring how brands can develop their CX capabilities. In this installment, we turn our attention to customer self-service.

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Oct 20, 2017

Knowledge Management in the Call Center: 6 Ways You’re Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

What does a personalized customer service interaction look like? Are you picturing a live agent? Until the not-too-distant past, you had no choice, because only a human had the intelligence and decision-making abilities to pull off personalization. But that’s all about to change with the latest advances in self-service technology.

3 Emerging Customer Journeys Automakers Need to Support

We've said it before, and we're saying it again: Consumer behavior is changing. Every industry is dealing with the ramifications of these behavioral shifts, and the auto industry is no exception. Trends such as ride-sharing and new developments in autonomous vehicle technology are challenging automakers to stay relevant.

The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!

Web Self-Service Gone Wrong: 4 Situations to Avoid

Seventy-five percent of consumers think working with a live service agent takes too long. Most turn to web or mobile self-service to find answers to their questions, but unfortunately, they are often disappointed with what they find.

3 Surefire Ways to Drive Better e-Commerce Engagement

With the advent of online shopping and e-commerce, consumer expectations have only increased. Your customers expect to have their questions answered as they shop -- regardless of device, channel, or time of day. To help you address their growing expectations, we've put together three tips for how to provide a better e-commerce engagement and keep your customers coming back.

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

According to Gartner, by 2020, customers will manage 85% of their relationships with brands without ever interacting with a human. With more companies putting virtual agents to work, it is crucial to understand how they can make self-service easier and provide a better customer experience. Here are four tips on how to "level up" your customer self-service offering with virtual agents.

What CX Pros Need to Know about Natural Language Processing

Natural language processing (NLP) refers to technology's ability to understand human language and converse with humans. It can apply to both voice and text-based conversations. When NLP works, it feels a little like magic. Customer-facing systems equipped with advanced NLP technology can provide incredible benefits for customer engagement.

6 CRM Trends to Help Make You Stand Out

“If everyone jumped off a bridge, would you jump too?” We’ve all jumped off a bridge at some point or another, falling under the spell of the latest craze or caving to peer pressure. It’s not easy to distinguish a fleeting fad from a lasting shift in technology or best practices, but we’ve made it easy this time. Here are 6 CRM trends you can trust:

How You (Yes, You) Can Win at Knowledge Management

Take a moment to think about where the knowledge surrounding your products and services is stored in your organization. Is it on the product labels, intranet pages, product briefs and training manuals? How easily accessible is this information when your consumers need it? Providing the right information to the person who needs it, exactly when they need it, is efficient knowledge management.

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Dec 28, 2016

The Customer Experience in 2017: 6 Trends You Can’t Afford to Ignore

It’s almost New Year’s, and we couldn’t ring it in without sharing our predictions for the new customer experience trends coming our way in 2017! Not surprisingly, they’re technology heavy yet customer-centric, just as this year’s best practices have been. The customer is king, and meeting their high expectations can’t be done without some pretty advanced technology.

Mobile Matters: What’s Your Multi-Channel Engagement Strategy?

Once a nice-to-have luxury, the tablet and smartphone are increasingly becoming the go-to devices in both emerging and developed economies, according to recent research from Gartner.

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

Customers want immediate, always-on service and to contact you through their preferred channel, not yours.

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Self-Service

6 Steps to Building a Better Knowledgebase Article Template

Cart Abandonment: 3 Ways To Save Your Conversion Rates

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

4 Ways Brands Can Prepare for a Second Wave of COVID-19

7 Customer Self-Service Examples (and Practical CX Advice)

Bots vs. Customer Service Agents: Who Would Win in a Fight?

7 Customer-Friendly Ways to Increase E-Commerce Revenue

The Future of Customer Service Bots: 7 Trends Changing the Way You’ll Think About Chatbots

13 Surprising Examples of Facebook Messenger Chatbots

5 Trends in Customer Expectations for Digital Self-Service

6 Ways to Deliver In-App Support for Customers on the Go

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

Taking Customer Self-Service to the Next Level

Knowledge Management in the Call Center: 6 Ways You’re Getting It Wrong

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

3 Emerging Customer Journeys Automakers Need to Support

The Myth of Fully Automated Customer Service

Web Self-Service Gone Wrong: 4 Situations to Avoid

3 Surefire Ways to Drive Better e-Commerce Engagement

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

What CX Pros Need to Know about Natural Language Processing

6 CRM Trends to Help Make You Stand Out

How You (Yes, You) Can Win at Knowledge Management

The Customer Experience in 2017: 6 Trends You Can’t Afford to Ignore

Mobile Matters: What’s Your Multi-Channel Engagement Strategy?

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

6 Steps to Building a Better Knowledgebase Article Template

Cart Abandonment: 3 Ways To Save Your Conversion Rates

AI Customer Service: How It’s Helping Brands Boost CX

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

4 Ways Brands Can Prepare for a Second Wave of COVID-19

7 Customer Self-Service Examples (and Practical CX Advice)

Bots vs. Customer Service Agents: Who Would Win in a Fight?

Digital Accessibility: Why You Should Care and What to Do

7 Customer-Friendly Ways to Increase E-Commerce Revenue

The Future of Customer Service Bots: 7 Trends Changing the Way You’ll Think About Chatbots

13 Surprising Examples of Facebook Messenger Chatbots

5 Trends in Customer Expectations for Digital Self-Service

6 Ways to Deliver In-App Support for Customers on the Go

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

Taking Customer Self-Service to the Next Level

Knowledge Management in the Call Center: 6 Ways You’re Getting It Wrong

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

3 Emerging Customer Journeys Automakers Need to Support

The Myth of Fully Automated Customer Service

Web Self-Service Gone Wrong: 4 Situations to Avoid

3 Surefire Ways to Drive Better e-Commerce Engagement

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

What CX Pros Need to Know about Natural Language Processing

6 CRM Trends to Help Make You Stand Out

How You (Yes, You) Can Win at Knowledge Management

The Customer Experience in 2017: 6 Trends You Can’t Afford to Ignore

Mobile Matters: What’s Your Multi-Channel Engagement Strategy?

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service