Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. What does a digital communication strategy offer that telephone cannot? Take live chat, for example.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Comm100

APRIL 17, 2023

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 messaging software. Alternatively, learn more about Comm100 HIPAA compliant live chat, email & messaging platform here. How is Comm100 HIPAA compliant?

Healthcare 130

Healthcare Communication Multi-Channel Policies 130

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

Comm100

JULY 20, 2021

As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future. That is why both chatbots and live chats have been on a steep incline of adoption by online businesses since they both offer unique benefits that email and phone support don’t.

Chatbots 146

Chatbots Customer Service e-support Customers 146

Comm100

AUGUST 31, 2021

As companies strive towards this level of support, live chat has become an integral channel – but the hard work doesn’t stop here. To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. This is where you need to ask yourself again, how do I go about this process? Benefits of Live Chat Integration.

Software 103

Software Comparison Customer Satisfaction System 103

Customer Bliss

AUGUST 18, 2020

This level of empathy is evident in how they ‘actively’ listen to customers and interact with them — they know what to say and how to say it, helping the customer feel at ease. How do you look for this quality? Pay close attention to how self aware your candidates are. How do you look for this quality?

Customer Service 252

Customer Service Case Study Customers Interaction 252

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. Number of chats. Data storage. Data storage.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

CSM Magazine

JANUARY 24, 2024

There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are. Customers have somewhere to go for help The main thing that a customer service network does is have somewhere people can go for help.

Industry 59

Industry Customer Service Customers Feedback 59

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . CX for Busy Lives. This idea isn’t really new. Convenience for the customer means flexibility in your staff.

Loyalty 115

Loyalty Effort Score Social Media Omni-Channel 115

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! What does “good” mean? Did it live up to your brand? When a server comes by and asks “how’s everything today?”

Hotels 120

Hotels Social Media Travel Brands 120

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? Lastly, but crucially, this guide will also explore how teams can strike the perfect balance between the efficiency and scalability of automation and the necessity for human touch. Why should businesses lean into automation? Chapter 2 Why should you lean into automation?

Customer Service 193

Customer Service Chatbots Technology Interaction 193

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. . This empowers agents to work more efficiently while customers receive improved service.

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

Comm100

NOVEMBER 10, 2021

When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. In this blog we’ll walk you through the four key steps you need to consider for a highly effective customer service chatbot.

Chatbots 201

Chatbots Customer Service Social Media CRM 201

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

GetFeedback

APRIL 17, 2019

But does this work well? Followed by how you turn it around can make them reach out to your customer service instead. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website. And they don’t always.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

NOVEMBER 5, 2020

It is an agent-facing tool that helps team members quickly answer specific questions about how a product works, a return policy, ongoing promotion, or–on a more personal note– information about employee benefits like health care and PTO (paid time off). Internal knowledge bases work a lot like external knowledge bases.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

ShepHyken

NOVEMBER 30, 2018

They instruct agents on why and how to say yes. When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Task: Measure Agent Effort.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Ease of use: how user-friendly is the platform? What to Look for in a Customer Engagement Platform.

Customer Engagement 104

Customer Engagement Tools Engagement Knowledge Base 104

BirdEye

MAY 12, 2023

However, with Google customer service, you’re not guaranteed to reach a live support agent at the drop of a hat. In this blog, we’ll explore the best ways to contact Google support to solve your problems. Google Help works like a knowledge base and will provide links to potential solutions to your problem.

Customer Service 52

Customer Service Customer Service Representative Knowledge Base Advertising 52

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. As your company grows, so does the frequency of customer emails and phone inquiries.

Company 95

Company CRM e-support Resources 95

ProProfs Chat

AUGUST 14, 2020

67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. Fireside chat with Google Dave: Hello, everybody. Kiran: Sure.

Brands 110

Brands Data Technology Consumers 110

GetFeedback

OCTOBER 30, 2018

A Seamless Way to Get Immediate Post-Chat Feedback. Today, we’re excited to launch GetFeedback for Salesforce Chat. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback.

Survey 103

Survey Feedback Knowledge Base Omni-Channel 103

Kayako

MAY 16, 2018

When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. How does this apply to sales and marketing?

Customer Retention 148

Customer Retention Sales Customers Social Media 148

Kayako

AUGUST 22, 2019

This is what the customer journey looks like with regards to the areas businesses must focus on and the content and engagement strategies they need to work on and prepare for the customer: Awareness . SEO/Organic (Webpages, Blogs). Blog posts. Responsive across email, social and live Chat. Blog Posts.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge.

How To 94

How To Knowledge Base Wait Times Comparison 94

Comm100

APRIL 27, 2020

Agents may receive messages that were initiated by the customer or by an automated proactive invitation and should be very comfortable responding in the right tone and format of their assigned channel – whether live chat, email, SMS, or social media. Does your customer need to connect with the support department or the sales team?

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Comm100

NOVEMBER 10, 2016

But what does the increase in holiday traffic mean for ecommerce? But your current live chat support team may not be able to handle the influx of chat requests this holiday season, and whether or not you’re ready for it, your visitors will have just as many questions as usual (if not more). Touch base with your agents.

Abandon Rate 140

Abandon Rate Retail Tips Metrics 140

BirdEye

MARCH 10, 2022

How long should it take for your website visitors to have their basic questions answered? By answering questions in real-time, website chat can turn website visitors into customers, helping your business close more deals. Website chat consists of livechat, chatbots, and webchat business texting. What is website chat?

Chatbots 95

Chatbots Software Examples Tools 95

ProProfs Chat

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 98

Management How To Chatbots Tips 98

NICE inContact

OCTOBER 28, 2016

” Being recognized as a leader once again validates the work we’ve accomplished in the past 12 months as we’ve strengthened our ability to help organizations: Handle customer inquiries effectively and efficiently from all channels. Chat, SMS, and Social Media are Maturing. They also benefit from being able.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The challenge today is finding ways to get systems which were designed to operate autonomously in the past to work together as a single, well-oiled machine.

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

BirdEye

SEPTEMBER 29, 2022

In this blog, we’ll walk you through how to claim your Yellow Pages free listing, tell you about some benefits you can expect, and explain some of the paid services available to help boost your business’s visibility on the website. If your business does show up, continue creating your listing. Phone call.

Customers 94

Customers Touchpoint Brands Resources 94

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Strategy 115

Strategy Management Social Media Brands 115

NICE inContact

JULY 5, 2019

In this blog, I share some highlights from the show. In our CXone booth theatre, I demonstrated how CXone Omnichannel Session Handling allows agents to concurrently handle multiple interactions in different channels with different customers. They were amazed to see how seamless the experience for agents can actually be.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

ProProfs Chat

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Software 82

Software Tools Communication Trends 82