OpinionLab

MARCH 9, 2017

Another common, self-centric example of omnichannel is found in customer support, where organizations now provide service through a variety of channels: phone, email, chat, SMS, social media, mobile app, etc. However, it backfires for self-centric organizations that focus purely on cost-saving aspects.

Omni-Channel 83

Omni-Channel Customer Centricity Strategy Retail 83

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Pointillist

MARCH 22, 2018

Upsell is when you encourage your customer to buy a higher priced alternative of the current consideration. Chris Yeh, an investor and entrepreneur, called Geico for roadside assistance and ended up narrating the whole incident on his blog: “This post isn’t about the $2,000+ I’m going to have to spend on a new transmission.

Analytics 71

Analytics Customer Journeys Hotels Touchpoint 71

AWS Machine Learning

MAY 3, 2023

Amazon Kendra also comes with pre-built connectors to popular data sources such as Amazon Simple Storage Service (Amazon S3), SharePoint, Confluence, and websites, and supports common document formats such as HTML, Word, PowerPoint, PDF, Excel, and pure text files. Conversational AI apps also need to manage the chat history and the context.

Data 66

Data Chatbots Financial Government 66