CSM Magazine

JULY 2, 2020

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. Many of us have experienced travel industry customer service during this crisis. Testing times for travel. Emotional intelligence in translated messages.

Travel 98

Travel Entertainment Hospitality Trends 98

GlowTouch

JULY 2, 2020

The functionality of customer support technologies such as voice, email, and live chat must allow agents to respond in an appropriate, timely, and accurate manner. The following best practices are meant to help you build, train, and manage a personable, successful live chat team who delivers exceptional customer care and support.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

CSM Magazine

JULY 2, 2020

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support. 77% of customers believe it takes too long to reach a live agent ( Harris interactive / RightNow ). Businesses that don’t deliver conversational experiences will be left behind.

Poor Customer Service 52

Poor Customer Service Customer Journeys Knowledge Base Chatbots 52

SmartKarrot

JULY 2, 2020

SaaS businesses rely on customers to renew their subscriptions on either a monthly or annual basis. The free trial is a way to advertise what a product can do for your customers. It seems that a sizeable segment of users is taking advantage of free trials without intending to convert at any point. Know Your Users .

Knowledge Base 10

Knowledge Base How To Guidelines Advertising 10

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

SmartKarrot

JULY 2, 2020

But its meaning turned on its head when it came to be associated with SaaS businesses and customer requirements. Initially, everyone went giddy with the phrase – and thought of it as a one-chant-cures-all mantra for customer success. But how do you gauge how the customer is engaging with your product? Is he happy?

Customer Success 10

Customer Success Touchpoint Metrics Customer relationships 10

SmartKarrot

JULY 2, 2020

As a customer success manager, your main responsibility is to retain the customer for long-term. If you are waiting for your customer to raise an issue that they are facing with your product, then you might lose the end game. So, here’s the client onboarding template you must follow for a successful onboarding.

Customer Success 10

Customer Success Meeting Guidelines Roadmap 10