Comm100

APRIL 6, 2020

An AI chatbot is the perfect way to handle this. When your customer service team is not online, your bot can handle out-of-hour queries with pre-programmed replies, links to knowledge base articles, automated workflows, and much more. Recommended : See Comm100 A I Chatbot in Action. Be there when they need you. Be all-good.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

JANUARY 14, 2020

Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. Agent Assist monitors your live chats, understands the questions being asked, and suggests the answers from your knowledge base, canned messages and chatbot intents. White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Bold360

FEBRUARY 16, 2017

Chatbots are an upgrade to your current customer experience. Proactive chat bots can greet you when you land on a home page. While pop-ups and advertisements can be frustrating for customers and stop them wanting to engage, chat bot messages do the opposite. Read more on our blog. Keep Current.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

ShepHyken

MARCH 26, 2019

In Shep’s Opening Monologue… He discusses the pros and cons of chatbots. The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. They also discuss the need for diversity and inclusiveness in the workplace.

Chatbots 126

Chatbots Contact Center e-support Social Media 126

Comm100

JANUARY 21, 2020

Leads who wound up on your website thanks to SEO often use live chat as their first digital touchpoint, especially if the live chat button is readily available. Recommended for you: Top 10 Live Chat Benefits You Have to Know. This post is the second of two that are based on our Omnichannel white paper. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient. Only about a third of consumers are happy with their last interaction. Most interactions occur over the phone.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Vonage

MARCH 26, 2018

Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. For more insights from the webinar, you can watch it on demand here.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Vonage

DECEMBER 6, 2018

Self-service technologies such as chatbots offer customers 24/7 accessibility and businesses speed and scalability. As they move from social to a chatbot and then to voice, it’s crucial that you maintain the context between every interaction. Channels supported. Connected customers enter and exit conversations across channels.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145

Comm100

JANUARY 21, 2020

Leads who wound up on your website thanks to SEO often use live chat as their first digital touchpoint, especially if the live chat button is readily available. Recommended for you: Top 10 Live Chat Benefits You Have to Know. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

CSM Magazine

JANUARY 24, 2023

And what’s going on in the AI market, when just last month some commentators were questioning chatbot sector momentum – particularly with Amazon stripping costs and people out of its Alexa team? This makes it well-suited for use in conversational AI applications, such as chatbots or virtual assistants.

Contact Center 52

Contact Center Chatbots Comparison Training 52

Comm100

JANUARY 14, 2020

Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. This post includes highlights from our Omnichannel white paper. At this point, chances are you already know which channels your customers want and expect (not sure? Read the full story here.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Innovative CX

JANUARY 2, 2019

Read articles, white papers, books. Put new technology to work, like chat bots and AI, within an established CX framework. Join @CXPA (the trusted source for all things CX!) to access beneficial, action-oriented content! Take a class (check out @Rutgers customer experience management programs). Sign up for a webinar.

Chatbots 40

Chatbots Customer Experience Policies Leadership 40

Comm100

MAY 31, 2016

In many cases, a chatbot can be a more comprehensive version of an FAQ; customers can type in their question and get an instant response without searching through pages of information. Blog, reports, and white papers. Download this white paper to learn how to deal with and follow up on difficult customers.

Retail 107

Retail Self Service How To Policies 107

Bold360

NOVEMBER 16, 2016

Facebook made big news around six months ago with the release of their chat-bot feature and their agreement to let companies and brands build their own within the platform. Brands as diverse as American Express to 1800-Flowers to Domino’s Pizza have all deployed their own bots, showing just how versatile bots can be when done right.

Chatbots 40

Chatbots Customer Service Self Service Customers 40

TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Inbenta

AUGUST 18, 2023

What you’ll learn in this ebook: A quantified estimate of the outcomes you can expect from the deployment of an e-commerce bot. A list of best practices on how to deploy an e-commerce chatbot project. The post E-commerce: the bot as a product advisor and reassurance tool appeared first on Inbenta.

eBook 52

eBook Chatbots Tools Strategy 52

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

CSM Magazine

JANUARY 12, 2021

Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. AI-driven solutions such as chatbots and digital assistants empower agents to provide a faster and more accurate service to customers. Next, focus on collecting representative data samples.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Totango

AUGUST 23, 2022

Live chat and chatbots. Video chat. White papers. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. Video content and ads. Blog content. Phone calls. Sales checkout carts. FAQ guides. Customer Success Communities. Support forums.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Interested in learning more about where the contact center is going in the next five years?

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

SurveySparrow

MARCH 30, 2021

White papers. Chatbots for Website. Chatbots are the future of market research. As per a study, by 2024, the global market chat is projected to be over $994 million. Several brands are implementing chatbots in every business task. Some good examples of secondary market research are: Articles. Infographics.

Marketing 52

Marketing How To Chatbots Survey 52

Bold360

MARCH 23, 2017

Interested in bots? Transform your cx strategy with a chat bot- download our free white paper! The post Key Success Factors for Bots that Add Value to your Customer Service appeared first on Nanorep - Digital Customer Self-Service Solution.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Eptica

FEBRUARY 28, 2018

To help brands better understand the need for both human agents and technology, Régine Vanheems has written a detailed white paper on the subject. Click here to download your copy of Putting the human at the heart of digital CX.

Self Service 62

Self Service Customer Service Banking Chatbots 62

Quadient

SEPTEMBER 28, 2020

Therefore they are more open than ever to trying new technologies such as automated self-service options and chatbots to self-manage through relatively minor concerns. Go deeper on this topic by downloading the white paper, " Is Telecoms Customer Experience Fit for Purpose in the Time of COVID-19? ". . . . . . Operations.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

CSM Magazine

NOVEMBER 14, 2019

Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa. Then, find out the answers and discover real-world examples of good and bad AI practice by downloading our latest white paper. About EBI.AI.

Return on Investment 49

Return on Investment Chatbots Technology Interaction 49

RapportBoost

NOVEMBER 15, 2018

That means more than just pointing the customer to a white paper. Few things are most frustrating for a customer than to spend 15 minutes on a live chat only to find out that the chat agent needs to bring in backup. Call Centers still debate the use of chatbots versus live agents.

Training 71

Training Call Center Telecommunications Exercises 71

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Additional Considerations for Live Chat Software. Does the live chat provider offer a Chatbot or AI with its own reporting system?

Software 103

Software Customer Engagement Engagement Social Media 103

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. You can enhance your self-service support portal with an intelligent, conversational artificial intelligence (AI) chatbot. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Esteban Kolsky

JANUARY 29, 2018

however, CPS believes that i should feed the kids every day – thus, i do research on my own with no one telling me what to say, and i totally appreciate the nice, kind-heart folks that want to use that content in their webinars, white papers, blog posts, etc. They can capture 40-80% of customer interactions and solve them.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Bold360

DECEMBER 22, 2016

Understanding the mentality of your audience, you can position your bot better for engagements and continuous conversations. Learn how a customer service bot can help you improve customer retention and cx - download our free white paper! – The magic sometimes lies in the little things.

Self Service 40

Self Service Customer Retention Feedback Engagement 40

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Inbenta

AUGUST 18, 2023

Benefits & features of Inbenta’s Neuro-Symbolic AI Do you need to launch a conversational AI project but have no data to start with? Are you looking for a short time-to-value to support customers? Discover Inbenta’s technology in-depth.

Technology 52

Technology Training Data Examples 52