InMoment XI

FEBRUARY 12, 2024

At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach. By merging these elements, Integrated CX empowers businesses to make informed decisions, improve customer satisfaction, and drive success in an increasingly data-driven world.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

FEBRUARY 8, 2024

Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. As you look to improve your business, consider contact center optimization. What is Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

InMoment XI

FEBRUARY 22, 2022

I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. Let me give you an example—let’s say you need to understand what customers are saying about your employees each month. Your text analytics software should have these four features: Scalability.

Analytics 493

Analytics Software Tips eBook 493

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. Fortunately, BPO chat support is here to help! What is BPO Chat Support? You know what’s mind-blowing?

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Comm100

SEPTEMBER 28, 2021

In the second part of digital transformation journey , we looked at five strategies for boosting success in a customer service transformation. That included tips on how to engage with leadership, collect feedback from your organization, and communicate change.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time.

Contact Center 92

Contact Center Chatbots Self Service Touchpoint 92

Comm100

SEPTEMBER 29, 2021

The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service Wins , looking at success stories from companies that transformed their customer service using live chat and ai chatbots to improve customer experience and grow capacity.

Customer Service 194

Customer Service Culture Effort Score Chatbots 194

Comm100

JUNE 23, 2022

Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this. In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. Security & compliance .

Chatbots 196

Chatbots Self Service Video Wait Times 196

Comm100

SEPTEMBER 23, 2021

Most hunt for a one-size-fits-all approach to a successful digital customer experience. When you truly understand your customers, you realize that everyone has a unique path and buying patterns. Given these mixed factors, this article aims to explore how your business can help customers through digital transformation.

Omni-Channel 198

Omni-Channel Customer Service Chatbots Customers 198

Team Support

APRIL 17, 2024

As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line.

Analytics 52

Analytics Customer Satisfaction System Software 52

BlueOcean

DECEMBER 18, 2023

Now, finally, access to AI-driven, machine learning-based conversation intelligence and quality analytics is a reasonable ask in your RFP process. A Quick Overview of Conversation Intelligence A small sample of customer care interactions has never really been enough to get an accurate big picture of what’s going on in your contact center.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support. We’ll begin with an overview of higher ed live chat.

Effort Score 215

Effort Score Wait Times Video Communication 215

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. This guide will provide a comprehensive overview of live chat, explaining the who, what, when, where, and why of live chat software.

Software 180

Software Wait Times Multi-Channel Consumers 180

AWS Machine Learning

APRIL 8, 2024

In this post, we explore how to harness the power of LlamaIndex , Llama 2-70B-Chat , and LangChain to build powerful Q&A applications. Llama 2-70B-Chat Llama 2-70B-Chat is a powerful LLM that competes with leading models. Llama 2 models are available on Amazon SageMaker JumpStart for a quick and straightforward deployment.

Knowledge Base 99

Knowledge Base Tools Data Training 99

Team Support

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. TeamSupport’s live chat software is designed to meet these expectations head-on.

Competitive Advantage 52

Competitive Advantage Analytics Software Culture 52

Team Support

DECEMBER 8, 2023

Is your company prepared to deliver exceptional post-sale customer support? Choosing the right software is critical to your company's success in this area. While there are many options to choose from, be sure to keep these eight factors in mind before you commit to a solution.

Software 105

Software Omni-Channel Social Media Analytics 105

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

AWS Machine Learning

JANUARY 9, 2024

In either case, rather than waiting for the full response, you can adopt the approach of response streaming for your inferences, which sends back chunks of information as soon as they are generated. These models can be used for translation, summarization, question answering, and chat.

How To 105

How To Gamification Resources Training 105

Comm100

JUNE 22, 2021

From first to last touch, a student’s experience determines the success of the higher education institution. Tell us a little bit about yourself, Dawson College, and your experience working in higher education. When did Dawson College launch its live chat service – and what triggered the decision to offer it?

Customer Service 131

Customer Service Video Course Technology 131

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business.

Technology 52

Technology Company Self Service Knowledge Base 52

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? Consider incorporating support services as a solution! In today’s business environment, customer engagement plays a role in achieving success. We will also discuss the benefits they can bring to your business.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Partnering with specialized live chat outsourcing companies unlocks a world of potential.

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. Announced during our flagship event, Totango Live! CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time.

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

TechSee

FEBRUARY 19, 2024

We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. This cognitive solution would maintain context throughout an interaction.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Software 98

Software Customer Experience Self Service Chatbots 98

Team Support

MARCH 11, 2024

Is your team ready for the future of customer support? Omnichannel Approach: Customers interact with brands through various channels - email, social media, live chat, etc. TeamSupport: Your Time Machine to the Future With our comprehensive customer support software solution, you can stay on top of these trends without breaking a sweat.

Trends 52

Trends Self Service Social Media Knowledge Base 52

Team Support

MARCH 11, 2024

Is your team ready for the future of customer support? Omnichannel Approach: Customers interact with brands through various channels - email, social media, live chat, etc. TeamSupport: Your Time Machine to the Future With our comprehensive customer support software solution, you can stay on top of these trends without breaking a sweat.

Trends 52

Trends Self Service Social Media Knowledge Base 52

ShepHyken

AUGUST 25, 2021

My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. Specifically, he wrote, “This is also why I have never advocated for online chat – I’ve yet to find a company that uses online chat and doesn’t have the customer repeat their story numerous times.

Average Handle Time 153

Average Handle Time Social Media Customer Service Training Customer Service 153

Magellan Solutions

SEPTEMBER 6, 2023

You heard that right: AI can help you grow your profit. Don’t know any chatbots to help with your customer engagement campaign? We’ve got your back. It integrates seamlessly with platforms like Google Chat, Google Assistant, and more. It chats with customers and gives them answers that fit their needs.

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Exceptional Customer Service 52

Exceptional Customer Service Customer Satisfaction Analytics Omni-Channel 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Exceptional Customer Service 52

Exceptional Customer Service Analytics Omni-Channel Customer Satisfaction 52

Magellan Solutions

DECEMBER 5, 2023

Take “live chat,” for example, which is precisely what it sounds like: a real-time chat on your website. But here’s the cool part: live chat is more than a technological advancement. It’s an enticing way to connect with your customers. Are you one of those who think technology can be complicated?

Interaction 52

Interaction e-support Chatbots Competitive Advantage 52

Team Support

JANUARY 22, 2024

For example, instead of having your agent answer the same relatively simple questions over and over, a bot can detect these types of queries and direct the customer to a helpful knowledge base article. For instance, when a chat comes in and isn't resolved immediately, a ticket can be created and assigned automatically. Why Automate?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. Here, we will explore 10 practical ways you can ramp up your customer service and ensure your users feel valued, heard, and satisfied.

Customer Service 52

Customer Service Self Service Exceptional Customer Service Roadmap 52