Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Do you remember how many times you went into a bank for ...

When organizations empower customers to help themselves with self-service technology, they can improve CX and sales. Voice channels may never go away, and they continue to rank as the second-highest ...

Customer self-service is no longer just a cost-cutting tactic. For many organizations, it is now a core part of the customer experience, giving customers faster answers while freeing agents to focus ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

I love reaching out to customer support when I have a problem, which is not a common sentiment, as far as I know. Let me explain myself. First of all, I enjoy the fact that I can connect with almost ...

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 ...

Do consumers want to talk to live customer service agents? That’s an ongoing debate. You’ll actually hear arguments on both sides of the aisle. Customers generally are self-reliant problem solvers who ...

Self-service has become the focal point of customer experience. One of the changes brought about by the web is consumers expecting 24-hour access to goods and services. Self-service has evolved well ...

Salesforce is jumping into the AI agent world with a new service that builds on the company's Einstein platform for AI. The new Einstein Service Agent is a generative AI-powered self-service ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...