GlowTouch

JULY 10, 2020

With support agents spending an estimated 90% of their time constantly repeating the same answers to commonly asked questions, the live chat option is a wonderful way to enable such basic support without eating up all of the agent’s time on “assembly line” phone calls. Reduced Costs. About GlowTouch. Tonya Morgan.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

JUNE 12, 2020

When investing in customer support tools for your agents, there are several features to consider. Automation: Free your agents’ time by automating tasks through chatbots, automatic ticketing, recording and backing up inquiries and setting up automated responses. About GlowTouch. A certified Woman-Owned Business and six-time Inc.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

GlowTouch

JULY 2, 2020

Using a live chat service is a promise—a promise that an actual person will be on hand and ready to address your client’s customers’ concerns in real-time. If customers expect an authentic experience and an automated chatbot greets them instead, chances are they will end the interaction. Use Canned Messages Responsibly. Tonya Morgan.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

LiveChat

OCTOBER 31, 2019

Online chat applications streamline the customer experience by reducing wait times and increasing convenience through real-time feedback. Chatbots are also a great tool to help guide customers through the buying or customer support process when agents aren’t available. Call center automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 130

Chatbots Self Service ROI Contact Center 130

LiveChat

JANUARY 20, 2017

For comparison, the Internet went global in the early 90s and before the 20th century ended, high-tech companies like Microsoft and Oracle became major players within the industry, providing contact centers with everything from CRM software to cloud-based solutions. Next was live chat. Sorry chatbots, you have a lot to learn!

Self Service 28

Self Service Trends Customer Service Customer Experience 28

Comm100

MAY 13, 2020

It should be easy to implement, and provide a solid return on investment (ROI). Depending on the structure of your contact center, you might be used to routing queries based on several different factors. Include audio and video chat. If there’s anything that 2020 has taught us, it’s the importance of video chat.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

TechSee

FEBRUARY 20, 2018

In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Implementing customer self-service in contact centers has been proven to reduce costs and increase operational efficiencies. Improving the customer experience is an ongoing process.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

GlowTouch

JANUARY 15, 2021

Interact with customers using live chat or chatbot features. The price will depend on the CRM that you decide is best for your business, however, options range from completely free to a flat rate per month, per person, per contact, and per storage limit. getvoip.com – Call Center Automation. Schedule meetings.

Tools 52

Tools Self Service CRM Infographics 52