User experience in Self Service
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User experience in Self Service
Exploring user experience in self service across multiple devices: desktop, tablet, mobile
Curated by Yannis Marcou
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Optimizing Web Self-Service: Q&A with Ashley Verrill

Optimizing Web Self-Service: Q&A with Ashley Verrill | User experience in Self Service | Scoop.it
With 57 percent of customers calling contact centers for support after attempting to find answers online first (according to the Customer Contact Council), it makes sense (and cents) for your...
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Tablet users expect desktop content and an optimized browsing experience: report

Tablet users expect desktop content and an optimized browsing experience: report | User experience in Self Service | Scoop.it
Tablets, what are they good for? Primarily shopping and entertainment, according to a new study into how consumers use their devices.
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Sky: live chat helped to improve sales and customer service

Sky: live chat helped to improve sales and customer service | User experience in Self Service | Scoop.it

Live chat is a common online customer service tool and it appears that consumers are becoming more comfortable using it.

We recently published some stats which show that 53% of UK online shoppers have used live chat, up from 41% in 2011.

Furthermore, 31% of online shoppers from both the US and UK said they would be more likely to purchase after using live chat. So aside from being a customer service tool, it also has the potential to be used as a sales channel.

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Mediacom Unveils Mobile Customer Care App | CIO Today

Mediacom Unveils Mobile Customer Care App | CIO Today | User experience in Self Service | Scoop.it
Mediacom and Synchronoss have deployed a mobile customer care application that gives Mediacom customers instant and simple access to Mediacom customer service using a smartphone or tablet.
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16 Experts on the Future of Digital Customer Service | Social Media Today

16 Experts on the Future of Digital Customer Service | Social Media Today | User experience in Self Service | Scoop.it
Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects.
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BYOB (Bring Your Own Behavior) is a Driving Factor in the Adoption of Enterprise Mobility Applications | IFS Blogs

BYOB (Bring Your Own Behavior) is a Driving Factor in the Adoption of Enterprise Mobility Applications | IFS Blogs | User experience in Self Service | Scoop.it

A CFO once said to me when we discussed mobility; “I don’t want an IT-project, I want a business development project”. I love this sentiment. He was tired of delayed mobility projects and the risks and costs for software integration. Being mobile must take center stage for business to remain competitive”, he said. Or as Eric Schmidt, CEO Google stated last year; “If you haven’t got a mobile strategy, then you haven’t got a future strategy”.

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Why Social Media Makes Customer Service Better

Why Social Media Makes Customer Service Better | User experience in Self Service | Scoop.it
The social landscape is evolving, but your ability to serve customers in all channels is critical to your business success.
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On trend: fashion brands and social media

On trend: fashion brands and social media | User experience in Self Service | Scoop.it
Social fashion pioneers, such as ASOS and Topshop, understand that social media isn’t all about ‘Likes’ or follower stats.
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CRM News: Mobile CRM: The Rise of Self-Service Mobile CRM

CRM News: Mobile CRM: The Rise of Self-Service Mobile CRM | User experience in Self Service | Scoop.it
Increasingly, CRM vendors -- and their customers -- are recognizing the value of applying mobile technologies to the self-service piece of a CRM operations.
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3 Customer Service Trends to Watch

3 Customer Service Trends to Watch | User experience in Self Service | Scoop.it
As companies continue to adapt to the new ways and channels in which customers want to engage with them, experts predict an explosion of customer innovation around how companies leverage the technologies that fuel the company-customer relationship.
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What if TweetChat is your Organization’s Primary Customer Service Channel? | Business 2 Community

What if TweetChat is your Organization’s Primary Customer Service Channel? | Business 2 Community | User experience in Self Service | Scoop.it

That’s kind of a scary question for many organizations. They talk about being socially transparent, dream of a lofty Klout score, and can only imagine the number of followers they’d attract. Then they imagine the horrible though of that hashtag trending because of some really bad situation – one for which they were caught totally unprepared. Then what?

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Putting Mobile at the Heart of Customer Service

Putting Mobile at the Heart of Customer Service | User experience in Self Service | Scoop.it
The increasing prevalence of mobile and its use for more than a simple phone call or a text message, is putting pressure on organizations to extend their customer service to this medium.
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The State of Social Customer Service [Infographic] | Our Social Times

The State of Social Customer Service [Infographic] | Our Social Times | User experience in Self Service | Scoop.it

During our research for The Social Customer 2012 (London) we’ve come across a lot of fascinating and surprising statistics. Never ones to miss an opportunity, our designers have knocked up a smart “State of Social Customer Service” infographic (below).
This is also featured on The Wall with some additional notes and commentary.

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Charles Stanley Direct invests in GSA to transform customer experience

Charles Stanley Direct invests in GSA to transform customer experience | User experience in Self Service | Scoop.it
Posted by Ed Lecky-Thompson, Head of Digital at Charles Stanley Direct Editor's note: Today’s guest blogger is Ed Lecky-Thompson, Head of Digital at Charles Stanley Direct, a leading online investment site and part of the Charles Stanley Group,...
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SAP User Group urges members to use feedback programme

SAP User Group urges members to use feedback programme | User experience in Self Service | Scoop.it
The UK & Ireland SAP User Group (SAPUG) is urging its members to sign up to its recently improved SAP Customer Connection programme after a number of changes to simplify the registration process.
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Less than a quarter of top brands have dedicated customer service Twitter handles | The Wall Blog

Less than a quarter of top brands have dedicated customer service Twitter handles | The Wall Blog | User experience in Self Service | Scoop.it
Twitter has become the critical tool for brands. According to Simply Measured, “95% of the world’s top brands use Twitter”. Customers know this, and now
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Put your cash in self-service, Momac urges telcos

On-device support specialist says operators can make opex savings and increase ARPU by offering self-service options.
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HP launches Service Anywhere cloud offering

HP launches Service Anywhere cloud offering | User experience in Self Service | Scoop.it
HP has launched a hosted offering called HP Service Anywhere, providing IT service management (ITSM) software over the internet.
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Gartner's Magic Quadrant for Social CRM and the Social Enterprise - Forbes

Gartner's Magic Quadrant for Social CRM and the Social Enterprise - Forbes | User experience in Self Service | Scoop.it
The best CRM systems change a company and its relationships for the better.  Implemented well, CRM systems can take a business into entirely new markets while solidifying leadership in existing ones.
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Self service from hell: How large corporates serve an insulting user experience to job applicants « Skyron Blog

Self service from hell: How large corporates serve an insulting user experience to job applicants « Skyron Blog | User experience in Self Service | Scoop.it

Are you a manager recruiting on behalf of your large corporate employer? Are you a director hoping that your managers get their hands on the best talent out there? Are you in HR and certain that everyone is having a field day with the third party recruitment solution you invested in?

Below we reveal the misery your online job candidates are likely to be subjected to, along with 25 tips on how to make things better.

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What I Have Learned Being A Customer Service Analyst | Forrester Blogs

The anniversary of my 2 year tenure at Forrester quietly snuck by me last week, and when I remembered about the milestone, it gave me pause to think about how much the customer service landscape has changed these last years and how quickly it keeps on changing. Here are my key thoughts:
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Customer service is an emotional experience

Customer service is an emotional experience | User experience in Self Service | Scoop.it

You can probably recall a customer service experience that left you feeling good. A recent study has shown not only that positive emotion from sales staff is contagious to a customer, but that a satisfied customer also improves the salesperson's mood.

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5 Ways to Integrate Social Media into Your Contact Center

5 Ways to Integrate Social Media into Your Contact Center | User experience in Self Service | Scoop.it

It’s no secret that a company’s customer service has expanded past its call center and into the land of social media. And while there are lots of tools you can use to help you successfully integrate social media activity into your customer service, it’s important to first figure out how the two will work together.

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Contact Centerfold of the Month (August 2012): Telus

Contact Centerfold of the Month (August 2012): Telus | User experience in Self Service | Scoop.it

Organizations serious about making the best decisions for their customers are often challenged with ensuring that everybody within the company, from decision-makers to frontline employees, is fully aware of the needs of their customers. In order to do this, customer-centric organizations are trying to eliminate any disconnect between the C-Suite and their end customers.

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9 Social Media Customer Service and Social CRM eBooks for Enterprise (and Others)

9 Social Media Customer Service and Social CRM eBooks for Enterprise (and Others) | User experience in Self Service | Scoop.it
In the last few months I have been digging deeper into the social customer service field. During that time I have collected some of the best material on the topic of social costumer service and social CRM.
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