ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

Kayako

MAY 27, 2020

Short knowledge base (KB) articles can help quickly and thoroughly answer the questions your support team sees the most. Source of data: State of the Connected Consumer, Salesforce, 2018. But responding quickly is easier said than done. Build a Repository of FAQs and Automate Delivery.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. Building on this theme, Temkin Group has declared 2018 to be the Year of Humanity when it comes to customer experience. That’s why technology is key to making 2018 the Year of Humanity in CX.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Most companies try to hide their direct contact details behind knowledge bases and FAQs, but not Shopify. The post 12 Killer Posts We Published in 2018 on LiveChat Blog appeared first on LiveChat. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

Solvvy

SEPTEMBER 17, 2018

In less than a minute, customers are able to get a response based on their specific issue, eliminating frustrating long wait times. Shinesty has a robust knowledge base built out so he wanted customers to be able to self-serve and receive immediate answers and resolutions.

Retail 54

Retail Tips Self Service Customer Satisfaction 54

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. These systems can even learn from its interactions, building a response model based on the answers chosen by your agents. Then, searching a canned message library or knowledge base adds yet more time. This year, it’s all about agent-facing AI.

Contact Center 121

Contact Center Chatbots Knowledge Base Resources 121

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Community Structure and the rules for promulgation of settings. Permissions and roles. Moderator Tools.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Community Structure and the rules for promulgation of settings. Permissions and roles. Moderator Tools.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Community Structure and the rules for promulgation of settings. Permissions and roles. Moderator Tools.

Social Media 40

Social Media Case Study ROI Course 40

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Call Experts

OCTOBER 23, 2019

Build a knowledge base to support self-service solutions. As you begin to build more content to support your customers, these assets become your knowledge base (purchasing, implementation, retention, and more). Upkeep and optimization of your knowledge base are also crucial concerning customer lifecycle management.

Self Service 53

Self Service Customer Service Customer Journeys How To 53

Comm100

FEBRUARY 7, 2018

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. However, a poorly designed knowledge base can cause more problems than it solves, by tying your team up in pages that are difficult to read, or a navigation system that’s time-consuming to use.

Knowledge Base 102

Knowledge Base Groups Video Examples 102

Talkdesk

JANUARY 19, 2017

Today, videos like this might exist in knowledge bases or how-to channels, but imagine how effective they could be if a real person were on the other end interacting with comments in real time! The post What Contact Center Jobs Will Look (and Sound) Like in 2018 appeared first on Talkdesk.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

CSM Magazine

JUNE 27, 2018

Listed below are the seven best website builder software of 2018: 1. Having a website is a necessary tool for a business to operate and provide customer service online. There are a lot of website builders nowadays that offer really great designs, usage and of low cost. Website Builder.

Software 40

Software Social Media e-support Advertising 40

AWS Machine Learning

SEPTEMBER 19, 2023

The financial analyst asks the following question: “ What are the closing prices of stocks AAAA, WWW, DDD in year 2018? Prompt the LangChain agent to build an optimal portfolio using the collected data What are the closing prices of stocks AAAA, WWW, DDD in year 2018? Can you build an optimized portfolio using these three stocks? ”

Financial 104

Financial Multi-Channel Marketing Analysis 104

Comm100

MARCH 16, 2022

Even back in 2018, the Office of Management and Budget in the US ordered all executive branch agencies to add CX into their ‘strategic decisions, culture, and design of services.’. Santa Fe County has been using Comm100 Live Chat since 2018. Despite this, only 12% of government websites are reportedly using live chat. .

Government 192

Government Customer Service Chatbots Effort Score 192

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-service channels like FAQs, guides, and a knowledge base for self-service allow the customer the autonomy to help themselves. Self-Service for Timeless Customer Support .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

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. Canadian Blood Services (CBS) first launched Comm100 Live Chat on their website in 2018 to connect with digital-first customers that were being missed by traditional phone support.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

Comm100

FEBRUARY 6, 2018

A knowledge base is a great way of communicating with customers. You might, however, be puzzled as to which architecture to use, choosing between a customer facing and employee facing knowledge base, and what strategies to use. Who Owns the Knowledge? The knowledge base owner has several responsibilities.

Knowledge Base 102

Knowledge Base Advertising Social Media Video 102

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. It is important to support them with the information, processes, and technology they need to deliver fast, accurate and consistent answers.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

Eptica

MAY 23, 2018

Date: Wednesday, May 23, 2018 Author: Pauline Ashenden Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI. Published on: May 23, 2018. Author: Pauline Ashenden 3 questions to Glen Brooks, Project Manager, Charities Aid Foundation.

Knowledge Base 55

Knowledge Base Case Study Trends Banking 55

Call Experts

JANUARY 15, 2020

Get a robust knowledge base. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Enhanced and efficient management of shared HR services. What is an employee call out-line? Do you have the answers?

System 72

System Contact Center Call Center Customer Journeys 72

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. Make knowledge widely available Ensure that knowledge is complete and available to everyone that needs to use it, through a centralized knowledge base that supports every channel.

Customer Expectations 51

Customer Expectations Brands Knowledge Base Social Media 51

CSM Magazine

MARCH 28, 2018

Here are five small steps you can take towards growing your business in 2018. When a properly developed strategy is implemented, you’ll begin to see how taking small, calculated actions will deliver the most effective and quickest results. Unsure of where to start? Study Trends.

Social Media 40

Social Media Video Return on Investment Trends 40

Answer Dash

JANUARY 1, 2019

Tighter integration with knowledge base – Another common use case with Slack is where agents ask questions. In a way, Slack becomes an internal knowledge base. To take it a step further, Guru has a great integration where agents can query the customer-facing knowledge base and even add new content directly from Slack.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Talkdesk

FEBRUARY 13, 2020

According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today. Who is answering calls when your contact center is closed?

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Based on centralized knowledge Successful self-service systems are powered by an up-to-date, accurate and centralized knowledge base.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

Oracle

JANUARY 10, 2020

KRA adopted an omnichannel, cloud-based CRM platform. Their CRM went live in time for the 2018 tax season, allowing citizens to contact tax specialists and ask questions in person or through email, phone, live chat, and social media to troubleshoot any misunderstandings. That compliance equated to $13.65

Social Media 55

Social Media Government Banking Omni-Channel 55

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. Keep knowledge up to date Information goes out of date very quickly – which means you need to keep the knowledge base behind your self-service system continually updated.

Self Service 49

Self Service How To Knowledge Base Competitive Advantage 49

BlueOcean

SEPTEMBER 14, 2016

A recent Gartner report suggests that its presence as a customer engagement channel will increase from 2% to 10% of all interactions by 2018, with over 80% of companies making it available for their customers. Build a Knowledge Base.

Multi-Channel 120

Multi-Channel Contact Center Knowledge Base Customer Journeys 120

Kustomer

JUNE 9, 2020

With an instant online customer service option, customers can get the answers they need in real-time, whether from an agent, a chatbot or a knowledge base. Preferred Way of Banking. Today, many consumers live in a fast-paced environment and expect as much convenience in their daily lives as they can get.

Banking 52

Banking Customer Service Knowledge Base Chatbots 52

Kustomer

JUNE 9, 2020

With an instant online customer service option, customers can get the answers they need in real-time, whether from an agent, a chatbot or a knowledge base. Preferred Way of Banking. Today, many consumers live in a fast-paced environment and expect as much convenience in their daily lives as they can get.

Banking 52

Banking Customer Service Knowledge Base Chatbots 52

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Given the importance of knowledge, are UK brands delivering?

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

Comm100

FEBRUARY 9, 2018

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. Example 4: U.S.

Knowledge Base 102

Knowledge Base Examples Self Service Tips 102

Totango

FEBRUARY 7, 2019

In the early half of 2018 we launched Spark , which enables Customer Success teams to focus on results rather than task and activities. We have multiple resources available in our Knowledge Base for those who are still working through the transition. We Are Upgrading All Users to Spark. Best Practices for using SuccessBLOCs.

Knowledge Base 48

Knowledge Base Resources Customer Success Report 48

Comm100

NOVEMBER 25, 2020

Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! This estimated percentage is a 15% percent increase from 2018. Still, both show tremendous potential in getting there. Free Live Chat Software with Unlimited Agents. Get Comm100 Free. Comm100 Free. Automation = Better customer service.

CRM 130

CRM Customer Service Ecommerce Chatbots 130