Comm100

NOVEMBER 23, 2020

Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one. Free Live Chat Software for Unlimited Agents. Get Comm100 Free.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

AWS Machine Learning

MARCH 31, 2023

You can expand the solution’s knowledge base to include searching existing documents and webpage content using Amazon Kendra. He has been with the Transportation Cabinet since 2016 working in various IT roles. Amazon Connect directs some incoming calls to the virtual agent (Max) by identifying the caller number.

Self Service 76

Self Service Virtual Agent Connections Contact Center 76

Comm100

JUNE 15, 2022

This can be done more easily than you might think as organizations can build a chatbot using their existing knowledge base and support materials. The Alberta School Employee Benefit Plan (ASEBP) introduced Comm100 Live Chat in 2016 to reduce reliance on phone systems that saw frequent transfers and long hold times.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. The resulting UK Contact Centre Decision-Makers' Guide 2016 is a comprehensive study of all aspects of the contact center industry including performance, operations, technology and HR.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. I recommend centralizing information into a single knowledge base to ensure that responses are consistent, accurate and always up to date. New research from the Northridge Group backs this up.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Kayako

SEPTEMBER 1, 2016

But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. Place a call-to-action at the end of each article in your knowledge base. When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Kustomer

JUNE 27, 2022

Here are some of the most popular customer support methods that can be managed within a customer service CRM: Knowledge Base : Knowledge bases can boost success for two avenues: customers and staff. An internal knowledge base is home to information meant to be used by employees (i.e., ” on Spreaker.

Software 98

Software Tools Customer Service Self Service 98

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Based on this idea, here are three areas to focus on if you want to provide a seamless service: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

SEPTEMBER 7, 2016

Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. Centralize your knowledge Many companies still rely on different information sources for each individual channel. Invest in a single, centralized knowledge base that spans all of your channels.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. I recommend centralizing information into a single knowledge base to ensure that responses are consistent, accurate and always up to date. New research from the Northridge Group backs this up.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Update your knowledge base Information quickly goes out of date, so make sure that you thoroughly overhaul your knowledge base ahead of the holidays.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Realizing it needed to change, Domestic & General chose to work with Eptica’s self-learning knowledge base as the basis of Fido, its new knowledge management system.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Provide agents with access to a single, centralized knowledge base , whatever channel they are working on and you’ll speed up response times, and they will be able to deliver answers with confidence.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Author: Dharmesh Ghedia In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. Centralized knowledge base At their heart successful web self-service systems need a powerful, self-learning knowledge base. Share this page on: Tweet.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Comm100

JULY 30, 2019

Think back to when Google Home was first released in 2016; news outlets everywhere were whipped into a moral panic over the “ethical implications” of the smart speaker. Think virtual assistants fetching knowledge base articles, pulling up resources, or searching for specific canned messages.

Knowledge Base 100

Knowledge Base Chatbots ROI Resources 100

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Self-learning agent knowledge base All customer service channels rely on fast access to the information required to answer consumer queries. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Software Consumers 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Centralized knowledge base Fast access to the right information is at the heart of email customer service success.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Empower them by giving them access to a centralized, self-learning knowledge base that is easy to use and provides fast responses to queries. Share this page on: Tweet.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. The figure is continually growing – the value of contracts signed in the UK in the first three quarters of 2016 was up 80% year on year.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

transcosmos Information Systems

MAY 10, 2017

billion in 2016 to $9.38 There are many self-service tools that companies use today such as Frequently Asked Questions (FAQ) page, knowledge base, online discussion forums, and an Interactive Voice Response (IVR). Provide the most useful knowledge base possible. No wonder self-service is expected to grow from $4.33

Self Service 59

Self Service Knowledge Base Social Media Study 59

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This relies on empowering your agents so that they have the skills, tools and, above all, the knowledge to confidently provide solutions to problems. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. Agents have full access to previous interactions, and can quickly provide tested, consistent answers from the templates stored in the central knowledge base. incoming interactions per hour.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. There might be silo based working with separate departments managing individual channels and relying on separate information sources to answer customers’ questions. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Make responding to emails easier and quicker for agents by creating a centralized knowledge base that contains approved information for agents to use and build templates that are automatically suggested dependent on the query.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

FEBRUARY 8, 2017

No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth. Knowledge is at the heart of successfully talking to customers and this needs to be consistent and available across every channel. Share this page on: Tweet.

Knowledge Base 48

Knowledge Base Consumers Touchpoint Customer Engagement 48

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Share this page on: Tweet.

Insurance 48

Insurance Industry Knowledge Base Study 48

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. In order to deliver this companies need to have created a central knowledge base that contains answers, and self-learning software that ensures that the right response is provided. Do their customers want it?

Chatbots 48

Chatbots Customer Service Social Media Knowledge Base 48

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. By linking this to a centralized knowledge base, agents can be provided with a template answer that they can personalize to deepen empathy with the consumer.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Make sure you provide a comprehensive knowledge base that is constantly improved with updates, instantly delivering the most relevant answers to customer questions.

Self Service 48

Self Service Customer Service Knowledge Base Social Media 48

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73

CSM Magazine

MARCH 13, 2022

. “To create value-driven experiences, brands need a complete platform that leverages data, AI and machine learning to deliver the right knowledge to customers, support agents and internal teams at the right time,” said Mads Fosselius, CEO and co-founder of Dixa.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. Author: Anne-Merete Jensen National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48