Bold360

SEPTEMBER 15, 2020

Live chat has become a popular engagement channel for time-strapped customers to get issues resolved. In fact, 42% of frequent online shoppers prefer live chat over all other engagement channels. Whether customer interaction happens via live chat or chatbot, the user experience is much the same. Live Chat, Defined.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

CSM Magazine

JUNE 11, 2019

But now, thanks to advancements with customer service platforms, social media is fast becoming every business’s best kept tool for customer support, reputation management, and personalised engagements with customers – on their terms. Drive deeper engagement. Empowered agents through AI.

Social Media 40

Social Media Virtual Agent Analytics ROI 40

Kustomer

JUNE 27, 2022

What Are the Benefits of Customer Service Software? Customer service tools can transform customer service for companies of any size. Utilizing these tools enables faster, more efficient, personalized support while still imparting a brand-specific and customer-centric experience. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

Pointillist

SEPTEMBER 28, 2021

More than half of customers engage with three to five channels during each journey they take. They may require agent assistance if they encounter a problem trying to diagnose a service interruption or dispute a credit card charge. This pop-up appears when customers click on this field of the web form.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40