Playvox

MAY 4, 2023

Customers today have higher expectations than ever before. Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Team HGS

AUGUST 22, 2017

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Then comes the question of whether we enable a bot and a customer care representative?

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Qualtrics

NOVEMBER 20, 2020

Social messaging — Customers want to talk to companies on the same channels they use with their friends: Facebook Messenger, Twitter DM, and WhatsApp, among others. SMS — Text messaging is efficient, personal, and easy to use, even for customers that aren’t as tech savvy. How to form a digital customer service strategy.

Customer Service 26

Customer Service Social Media Self Service Chatbots 26