ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Below are a few ways AIM can create higher levels of customer engagement. Better Ad Optimization. Joining the Conversations.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Learning and Development.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. How Much Is Employee Disengagement Costing Your Contact Center? Download eBook. The New Normal.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Comm100

AUGUST 8, 2022

Reinforcing this, a 2022 research study found that 72% of an organization’s customer interactions are now digital. Reinforcing this, a 2022 research study found that 72% of an organization’s customer interactions are now digital. and “how does a chatbot use machine learning?”. What is a chatbot?

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? Lastly, but crucially, this guide will also explore how teams can strike the perfect balance between the efficiency and scalability of automation and the necessity for human touch. Why should businesses lean into automation? Chapter 2 Why should you lean into automation?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Innovation 136

Innovation Travel Financial Exercises 136

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. And when they can’t find answers, they have to escalate issues or make decisions without complete context, which can create risk.

Knowledge Base 98

Knowledge Base Chatbots Self Service System 98

Comm100

FEBRUARY 13, 2023

However, while ChatGPT has created a stir thanks to its remarkable capabilities, it’s also important to understand the risks and issues that can come with this new technology. In this blog, we’ll look at some of the benefits of ChatGPT for higher education as well as risks to be aware of. What is ChatGPT? The Benefits 1.

Chatbots 196

Chatbots Management Self Service Training 196

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Customers expect better and faster pre and post purchase services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

FEBRUARY 23, 2024

Bitter tech rivals put aside their differences to create world-changing innovations. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value. What do these four pairs have in common? Here are three key takeaways from the podcast.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Table of Contents What is Call Center Optimization?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. The top 4 factors government agencies need in live chat software . Custom routing

Government 191

Government CRM eBook Software 191

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. It helped the company enhance overall satisfaction and create a more personalized and efficient fitness experience. A fitness app team was analyzing its user interactions. Let’s dive in!

Knowledge Base 52

Knowledge Base Strategy e-support User Experience 52

Comm100

MARCH 14, 2022

For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential.

Government 203

Government Wait Times Video Guidelines 203

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Choose your knowledge base type.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Self Service 207

Self Service Innovation Analytics Transportation 207

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear.

Chatbots 130

Chatbots How To Measurement Report 130

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies.

Industry 114

Industry Customer Experience Analytics Training 114

BirdEye

MAY 24, 2023

You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. And we’ll share creative referral program ideas you can use as inspiration for creating your own engaging referral strategies. In this article, we look at everything you need to know about referral programs.

Social Media 98

Social Media Sports Sales Guidelines 98

ShepHyken

NOVEMBER 30, 2018

If the ambition is too broad, the organization will struggle to determine the first step – and ultimately refrain from taking any action. If the ambition is too broad, the organization will struggle to determine the first step – and ultimately refrain from taking any action. They instruct agents on why and how to say yes.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

AWS Machine Learning

OCTOBER 26, 2023

Many organizations use Drupal to store their content. This post shows you how to use the Amazon Kendra Drupal connector to configure the connector as a data source for your Amazon Kendra index and search your Drupal documents. Basic knowledge of AWS and working knowledge of Drupal administration.

Policies 99

Policies Data Groups Software 99

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. 5 SEO tips for interior designers to enhance online visibility How to leverage social media for interior design marketing?

Marketing 111

Marketing Social Media Advertising Tips 111

AWS Machine Learning

APRIL 12, 2023

Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. By adding user tokens for secure search, performing access-based filtered searches in Amazon Kendra is simplified and secured.

Case Study 90

Case Study Groups Study Policies 90

Gainsight

FEBRUARY 8, 2024

In this blog post, we delve into the transformative changes reshaping the CS landscape and explore how CS teams can adapt to this new reality. CS teams are crucial for companies focused on growing through their existing customer base and now, organizations are looking to put a number to that growth. Want the highlights?

Customer Success 52

Customer Success How To Conference Touchpoint 52

SurveySparrow

APRIL 21, 2024

There was a time when it was all about learning the codes. But then came low code tools, which significantly made it easier for users. Now, it’s the age of no-code tools. Literally, anyone can use these no-code software tools. And that’s one of the reasons why it’s prominent, especially for startups and small businesses.

Tools 52

Tools Ecommerce Survey Analysis 52

BirdEye

MARCH 1, 2024

But what are the E-E-A-T guidelines, and how can you optimize your site for optimum success? In this blog, we’ll explore: How Google assesses E-E-A-T Why E-E-A-T guidelines matter for your agency (and for your clients) Actionable strategies to optimize E-E-A-T and reign supreme in the digital realm Let’s dive in.

Guidelines 59

Guidelines Social Media Case Study Effort Score 59

Bold360

DECEMBER 7, 2020

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Prior to the pandemic, many organizations had already made large investments in digital transformation.

Self Service 98

Self Service Strategy Multi-Channel How To 98

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. Before we explore solutions, let’s scope out the problem.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

SurveySparrow

FEBRUARY 7, 2024

Among them, a huge section makes health decisions based on reviews and recommendations! This is precisely why this topic needed a blog! We will look into the metric’s meaning and importance, how to calculate it, and the benchmarks you need to know in the healthcare industry. Do you see the power of advocacy?

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

Totango

JULY 8, 2022

In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. How to Shift Right . But in fact, you should be investing now more than ever in customer success. It’s time to “shift right.”.

Self Service 103

Self Service CRM Customer Retention Customer Journeys 103

SurveySensum

OCTOBER 10, 2023

So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. How Did We Evaluate Delighted Alternatives? Here’s a customer review on how Delighted lacks a smooth and easy automation feature: Source 4. It also offers tagging and segmenting of feedback for actionable insights.

Knowledge Base 52

Knowledge Base Multi-Channel Survey Feedback 52

ShepHyken

JUNE 23, 2017

A Chat button is placed on your website and enables visitors to have their questions answered easily and quickly via text-based messages as they are instantly connected to a representative in real time. This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. Shep Hyken.

Engagement 76

Engagement Banking B2C Exceptional Customer Service 76

Lithium

MARCH 5, 2024

Some blog areas are limited to Khoros customers only. Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. AAA Customer Story : AAA is a trusted member organization for millions across North America. Sign up today !

Social Media 52

Social Media Self Service Roadmap Insurance 52

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Customer experience is much more than just a buzzword, especially in the insurance industry.

Insurance 111

Insurance Industry Customer Experience Self Service 111