Comm100

JULY 27, 2023

Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.

Study 244

Study Engagement Technology Chatbots 244

Comm100

JULY 20, 2023

In today’s digital age, there is no industry that artificial intelligence (AI) hasn’t dramatically affected. ChatGPT, an advanced language model, is the latest AI tech to make its mark around the world, and it has the potential to transform higher education – for good and for bad. While there are dangers to ChatGPT , there are also many ways that it can be used to schools’ advantage.

Chatbots 183

Chatbots Feedback Interaction Course 183

Comm100

JULY 11, 2023

When Thompson Rivers University reached out to Comm100, its Future Students team was facing the same challenges that almost all admission and recruitment teams do across higher education. Increasing engagement with prospective students is essential to the university’s success, driving awareness, interest, and ultimately, enrolment. However, managing the high support volumes that come along with these goals is putting a strain on the tech, the team, and the support targets.

Chatbots 130

Chatbots Wait Times Customer Satisfaction Social Media 130

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear. On the one hand, chatbots improve the customer experience with 24/7 availability, instant responses, and personalization.

Chatbots 130

Chatbots How To Customer Experience Measurement 130

Comm100

JUNE 27, 2023

Higher education institutions are grappling with a significant mental health crisis among their student population. During the 2020–2021 school year, over 60% of college students met the criteria for at least one mental health problem. Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress.

How To 130

How To Wait Times Chatbots Resources 130

Comm100

JUNE 6, 2023

There is no doubt that higher education is facing a mental health crisis. A recent survey found that 50% of college students identified their mental health struggles as their top stressor in 2023. On top of this, 71% said they struggled with issues such as stress, anxiety and depression. The Department of Education has certainly recognized the gravity of the situation.

How To 130

How To Resources Training Meeting 130

Comm100

MAY 31, 2023

The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.

Strategy 226

Strategy Marketing Financial Chatbots 226

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

Customer Service 230

Customer Service Examples Customers Chatbots 230

Comm100

MAY 11, 2023

The latest higher education enrollment rates paint a bleak picture. Since 2017, total US postsecondary enrollment has fallen every year, resulting in a 9% overall drop. This equates to over 1.9 million less students in higher education. Colleges with declining enrollment feature across sectors and regions. Community public colleges have been worst hit with enrollment dropping by 6.7% from fall 2020-2021.

Chatbots 48

Chatbots Omni-Channel Trends Data 48

Comm100

APRIL 22, 2023

Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. This comes as student enrollment plummets. In 2022, 4 million fewer people in America enrolled at a college than ten years ago, and this trend doesn’t seem to be changing.

Strategy 29

Strategy Chatbots Omni-Channel Survey 29

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. Failure to do so can lead to serious monetary and reputational implications. In this blog, we will break down what HIPAA compliant messaging is, why it matters, and why healthcare providers around the world are using Comm100’s HIPAA compliant messagi

Healthcare 130

Healthcare Communication Multi-Channel Software 130

Comm100

APRIL 13, 2023

In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.

Wait Times 173

Wait Times Customers Management Customer Experience 173

Comm100

APRIL 12, 2023

Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.

Healthcare 245

Healthcare Communication Engagement Chatbots 245

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain

Customer Service 219

Customer Service Self Service Strategy Customers 219

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide.

Chatbots 238

Chatbots Survey Customer Experience Communication 238

Comm100

MARCH 7, 2023

Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all.

Survey 219

Survey Chatbots Wait Times Communication 219

Comm100

MARCH 1, 2023

New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human. Because they’re powered by huge amounts of data and can write using standard conventions, the implications for every industry are huge. Early stories on how this technology impacts higher education mostly focused on student cheating, but the dialogue has started to shift.

Chatbots 49

Chatbots Tools Policies Data 49

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. So why all this interest? Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more.

Customer Service 217

Customer Service Chatbots Customers Customer Experience 217

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 240

Customer Experience Financial Self Service Trends 240

Comm100

DECEMBER 7, 2022

Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.

Engagement 226

Engagement Chatbots Customer Satisfaction Omni-Channel 226

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.

Chatbots 241

Chatbots Examples Self Service Customer Experience 241

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As today’s consumers increasingly prefer to get support digitally, organizations are meeting these expectations by offering a range of digital customer service channels, from live chat and chatbots to SMS.

Omni-Channel 237

Omni-Channel Chatbots Social Media Customer Retention 237

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability.

Omni-Channel 244

Omni-Channel Customers Customer Service Chatbots 244

Comm100

NOVEMBER 15, 2022

It’s an exciting but challenging time for IT departments in higher education. The introduction of new technologies into education is rapidly improving the student experience and outcomes. 60% of students agree that technologies introduced since Covid-19 have improved their learning and grades. However, on the other hand, IT departments must now juggle an ever-growing digital infrastructure and the security issues that come along with this.

Meeting 48

Meeting Tools Technology Data 48

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omni-Channel 246

Omni-Channel Customer Service Customers Chatbots 246

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Fast forward to 2025 and it’s predicted to be worth over $580 million. The reason for this growth – over 200% in 5 years – is relatively simple. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization.

Chatbots 130

Chatbots Software Customer Service Customer Experience 130

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company.

Customer Service 234

Customer Service Customers Tools Omni-Channel 234

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

Chatbots 246

Chatbots Metrics Average Handle Time Wait Times 246

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.

Customer Service 130

Customer Service Customers Customer Experience Knowledge Base 130

Comm100

OCTOBER 24, 2022

It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.

Engagement 130

Engagement How To Trends Interaction 130

Comm100

OCTOBER 13, 2022

The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.

Strategy 242

Strategy Chatbots Social Media Omni-Channel 242

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each

Chatbots 254

Chatbots Customer Service Self Service Examples 254

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Measurement 246

Measurement Customer Satisfaction Metrics Average Handle Time 246

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of?

Customer Satisfaction 245

Customer Satisfaction Customer Experience Metrics Customers 245

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.

Chatbots 196

Chatbots Customer Satisfaction Customer Experience Abandon Rate 196

Comm100

SEPTEMBER 14, 2022

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school. Record low acceptance rates at Ivy League universities indicate that top schools are seeing increased applicants, but clearly this trend isn’t shared across the board.

Chatbots 130

Chatbots How To Omni-Channel Social Media 130

Comm100

SEPTEMBER 6, 2022

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever. With this in mind, many organizations are switching from Zendesk to Comm100 and its omnichannel customer engagement platform.

Chatbots 130

Chatbots Company Omni-Channel Customer Experience 130