BirdEye

JULY 7, 2023

In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories. You already know that in order to be successful businesses have to offer high levels of customer service to boost customer satisfaction.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

Kustomer

JULY 8, 2021

Hot Take: How Artificial Intelligence Promotes Human Interaction. Would the human race be eradicated? You might be wondering how AI drives human connection when artificial intelligence is, well, artificial. Personalization is key to adding in that extra layer of humanity to CX and AI is one sure way to get that.

Contact Center 98

Contact Center Self Service Examples Consumers 98

NICE inContact

NOVEMBER 20, 2017

While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. Optimize Routing.

Self Service 120

Self Service Interaction Multi-Channel Contact Center 120

NICE inContact

NOVEMBER 29, 2017

We would snicker from our hiding place watching how frustrated they would get when no one was there. We have convinced ourselves that this is just an unavoidable side effect of running our outbound campaign. Ask yourself, “What do you do when your phone rings and no one is there to respond after you answer?”

Call Center 120

Call Center Connections Course Customer Experience 120

NICE inContact

NOVEMBER 29, 2017

We would snicker from our hiding place watching how frustrated they would get when no one was there. We have convinced ourselves that this is just an unavoidable side effect of running our outbound campaign. Ask yourself, “What do you do when your phone rings and no one is there to respond after you answer?”

Call Center 120

Call Center Connections Course Customer Experience 120

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. What Are the 12 Best CS Software Tools in 2022?

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Software Tools Customer Service Self Service 98

OpinionLab

AUGUST 29, 2017

You probably got it before you even started reading this blog and, if not, you’ll have got it by now: delivering seamless and superior omnichannel customer experience is becoming ever more important but is extremely challenging to perfect. And, then beyond that, what can you actually do about it? And with little wonder.

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Omni-Channel Consumers How To Touchpoint 166

Kayako

MARCH 21, 2017

How do you make a customer feel respected and gain their trust? Gaining customer’s trust is important not only to make them loyal and come back, but also so they insist their friends do business with you too. Every interaction we have with our customer influences whether or not they will return. Donald Porter. Damon Richards.

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Interaction How To Self Service Customers 211

Think Customers

FEBRUARY 10, 2020

The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service. RPA (Robotic Process Automation).

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Contact Center Technology Software Retail 52

Kustomer

JANUARY 20, 2022

There have been plenty of studies that have shown that satisfied customers defect all the time. When asked if leaders should even bother investing in their CX operations, Jon says that it is an absolute necessity to do so because that investment will save money in the long run. Tune in to learn more! Creating Loyalty that Lasts.

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How To ROI Study Customers 143

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 62

Contact Center Culture Conference Call Center 62

Lithium

SEPTEMBER 9, 2022

Don't have time to read? Check out this audio version of our blog, also found on your favorite podcast platform! People get promoted, change fields or industries, or have any number of personal reasons to take a break from working. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Chatbots Customer Care 52

Avaya

APRIL 3, 2017

Jeff was a pioneer in the VoIP industry, having created the Voice over the Net conference, co-founding Vonage. He extends his vision that messaging is at the center of the digital transformation era. Digital transformation has made the mobile device the preferred method for contacting businesses.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Avaya

APRIL 1, 2019

There are times when a customer needs to dial into your contact center to ask a question or request assistance. Customer: “I have a question about my recent transactions.”. I’m sorry I still don’t understand. Usually having to scream the word 2 or 3 times. Cue the elevator music: do da do da dooo….

Self Service 46

Self Service Contact Center CRM Connections 46

Hello Customer

APRIL 5, 2023

Sometimes you really love a brand, but they make it impossible for you to do business with them. Today customers expect to have easy and seamless experiences with brands. Today customers expect to have easy and seamless experiences with brands. The closer to the center, the more personal or human the touchpoint is.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

Ecrion

SEPTEMBER 23, 2020

In this blog, we highlight 63 of the top customer service statistics you can leverage to ensure the former and prevent the latter. Proper CS doesn’t actually begin when a customer makes a purchase on your site or when they contact you with a question or complaint. The Big Picture in CS | 2. Expectations Are High | 3.

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Infographics Self Service Customer Service Social Media 105

ViiBE Blog

APRIL 26, 2021

Suddenly, when we have a technical issue, we remember there is someone available to help us. Customer satisfaction should be the number one goal of your contact center. The service recovery paradox is that customers are often more satisfied after an issue is resolved than if there had been no issue in the first place.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. In this blog, you will learn actionable steps to create an irresistible social media profile for your business. Table of contents What is a social media profile?

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

Storyminers

JULY 6, 2020

We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Thought leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. They point to several benefits on their journey to augment human agents with virtual counterparts. So, in the early days of AI for DCX, companies are most focused on reducing costs in the contact center. The Road to AI.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. It would be so simple to let the next hotel know that I prefer a certain pillow type, for instance, and have those pillows waiting for me along with a note from housekeeping confirming my preference,” he says.

Hospitality 74

Hospitality Travel Industry Brands 74

Storyminers

JULY 6, 2020

We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Thought leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not.

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Customer Experience Customer Service Social Media Consulting 130

BirdEye

OCTOBER 19, 2023

As a local business owner, you likely have concerns and questions about how to grow effectively on Google. To address these issues, this blog post delves into a panel discussion that Birdeye had with Google experts, Ben Fisher and Steve Wiideman. AI technologies, like Bard, have not had any impact on rankings yet.

Video 59

Video Social Media Consulting Tips 59

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Being customer focused goes far beyond just about what you do; to be part of the fabric of your organization it’s also about your attitudes, values and beliefs.

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Customer Service Self Service Banking Culture 67

Kustomer

FEBRUARY 29, 2024

Easy-to-navigate interface – Gorgias simplifies ticket management by consolidating all tickets in one place. It would be great to have a ‘help center essentially’ but for Macros, so our agents can peruse ”. They also criticized the app, “ We’re having some issues with the Gorgias app on Android where it crashes randomly.”

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e-support Feedback Multi-Channel Self Service 52

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

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Omni-Channel Trends Self Service Customer Service 0

ViiBE Blog

APRIL 19, 2021

The customer relationship you have established goes out the window, and you’ll have to start building customer loyalty with someone else. If the customer is still unhappy, offer the dissatisfied customer something to compensate for the trouble if possible. Have a system in place to record feedback every time customers complain.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

ProProfs Chat

DECEMBER 20, 2019

When customers know that their concerns are being handled by expert humans, they get that assurance that they are trusting the right people with their money. . Are you still having second thoughts about the implementation of live chat software on your business website? . What is Live Chat? Basic live chat software.

Software 82

Software Tools Communication Trends 82

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Blogs and thought leaders are buzzing about the next big development in support. These AI services are at the business-friendly extremes of cost and bandwidth, two significant improvements for your contact center. For those items, it makes sense to utilize chatbots.

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Chatbots Hotels Contact Center Conference 40

Natalie Petouhof

SEPTEMBER 12, 2017

In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increasing productivity and motivation. waterfall processes).

Competitive Advantage 56

Competitive Advantage Culture Innovation Software 56

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. We covered how to make renewals in another blog. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. The New SaaS Sales Environment during COVID-19.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. We covered how to make renewals in another blog. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. The New SaaS Sales Environment during COVID-19.

Company 71

Company Strategy Tips Customer Success 71

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I can pretty vividly remember the first Pulse conference I attended back in 2013. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

Pointillist

APRIL 26, 2018

They have no way to arrive at a single customer view, which is necessary to fully understand each customer and provide her with a personalized experience. By Swati Sahai. As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. Customer loyalty, needs, wants, and preferences have shifted.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. 5 Keys for Coaching CSMs to Have Strategic Customer Conversations.

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Customer Service eBook Leadership Resources 82