ShepHyken
FEBRUARY 8, 2021
Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten. It’s the same in business. Love (in the metaphorical sense) and appreciate your customers year-round.
CSM Magazine
DECEMBER 6, 2021
In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Many newer technologies, like conversational AI chatbots and digital messaging platforms have been built to integrate with your existing CRM. The Great Resignation is also upon us. Tip #7: Plan Early for Next Year.
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Comm100
FEBRUARY 1, 2023
By meeting student expectations, live chat has allowed TRU to connect with more prospective and current students. Read the full story here – Thompson Rivers University Adopts Comm100 Live Chat & Chatbot Across 5 Departments 2. In 2020, COVID-19 restrictions meant that the open house couldn’t proceed as usual.
CSM Magazine
NOVEMBER 27, 2020
The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. However, finely-tuned conversational systems can.”. However, getting it wrong will alienate users.
CSM Magazine
JUNE 27, 2018
A Gartner report, sponsored by Tealium: ‘ 100 data and analytics predictions for 2021 ‘ forecasts that ‘By 2019 more than 10% of IT hires in customer service will mostly write scripts for bot interactions’ and ‘By 2020, AI will disrupt the jobs of 1,000,000 phone-based customer support agents.’. Weathering the storm.
Comm100
NOVEMBER 23, 2020
For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. We’ve also analyzed the most recent customer reviews from Capterra and Software Advice to give you a full picture of what each of these ticketing software providers has to offer in 2020. 4.7 / 5 (Capterra).
Comm100
NOVEMBER 13, 2022
67% of consumers used social media for service-related needs in 2020, and this is growing. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Integrating a chatbot with omnichannel support also creates new ways to engage international applicants.
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