Comm100

OCTOBER 25, 2021

While the future for higher education is not yet clear as the pandemic and its effects linger on, it has taught us one important lesson – institutions must embrace digital transformation. Whether it’s with live chat, social media, email, or SMS integration, students expect their institutions to be available, responsive, and digital.

Engagement 211

Engagement eBook Chatbots Social Media 211

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Among the many reasons for live chat’s popularity, speed is king. Unlike phone support, live chat lets support agents handle multiple concurrent conversations. Response speed.

Chatbots 225

Chatbots Customer Experience Multi-Channel CRM 225

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Canadian Blood Services introduced Comm100 AI Chatbot with this goal in mind: “For us, the chatbot wasn’t launched to reduce agent headcount. Devote agent time to higher-value inquiries.

Chatbots 215

Chatbots Customer Service ROI Case Study 215

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. The technical side of chatbot implementation is now easier than ever, no matter what type of landing page builder you used, you can integrate Chatbot programs into your website to guide visitors through the site and toward a purchase.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

Comm100

FEBRUARY 1, 2022

In this blog, we’ll look at the technology behind omnichannel digital support, and how colleges and universities can use it to engage with international students. To reach this demographic, living online, higher education institutions need to be in all the digital places that students are. . Be available where they are .

Engagement 199

Engagement Omni-Channel Chatbots Social Media 199

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? .

Video 246

Video Social Media Software Knowledge Base 246

Comm100

NOVEMBER 15, 2022

It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. In 2021, 48% of organizations diversified the digital channels they support customers on, and the reason behind this is simple. The importance of customer service cannot be understated.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Comm100

MARCH 6, 2022

We’ve looked at how live chat can help credit unions improve member engagement , but to take this to the next level, chatbots are essential. In this blog, we’ll look at the top 3 reasons why chatbots in credit unions are key to improving member experience and engagement, and why more and more credit unions are adopting them.

Chatbots 157

Chatbots e-support Banking Engagement 157

Comm100

FEBRUARY 15, 2022

On-demand customer service, whether it’s through online chat or other platforms, is now an expected and staple part of any modern tech company. The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. What are on-demand economies?

Self Service 130

Self Service Consumers Customer Service Social Media 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

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Live chat is at the core of this movement. This will shift significantly in 2022 – according to 99 Firms , ‘By 2022, about 85% of businesses are expected to opt for live chat support.’.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Reason #1: The terror of calling customer service .

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

APRIL 15, 2021

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place. Why you need online chat on your website.

Multi-Channel 131

Multi-Channel Customer Satisfaction Sales Wait Times 131

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. Consumers want to connect with your business.

Connections 118

Connections Customer Centricity Consumers Culture 118

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. This has also made people realize the usefulness of alternatives like chatbots. You can find her on LinkedIn.

Social Media 132

Social Media Chatbots ROI Brands 132

GetFeedback

DECEMBER 4, 2018

But regardless of whether you’re part of a B2B or B2C service team, one thing’s for sure: if you offer live chat customer support , you can expect a downpour of live chat requests during the holiday season. On average, the number of live chat tickets rises by 67% during the holidays (starting in November).

Self Service 259

Self Service Customer Service How To B2C 259

GetFeedback

MAY 5, 2019

We’re bringing you some of the most significant examples of after-sales activities that you can implement as well as some use cases that will help your business improve. . Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand.

Sales 277

Sales Loyalty Programs Social Media Policies 277

GetFeedback

FEBRUARY 14, 2019

It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. At GetFeedback, we use four metrics to measure the performance of our live chat support.

Metrics 186

Metrics Measurement Effort Score Survey 186

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

Customer Service 225

Customer Service Feedback Resources Survey 225

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Live chat is at the core of this movement. This will shift significantly in 2022 – according to 99 Firms , ‘By 2022, about 85% of businesses are expected to opt for live chat support.’.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

Comm100

DECEMBER 8, 2020

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward.

Software 130

Software Video eBook Interaction 130

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. We’ve now developed a system that allows us to put this powerful customer insight to work.

Survey 186

Survey Data Effort Score Feedback 186

NICE inContact

JANUARY 16, 2018

If their current channel won’t get the job done, the onus is on businesses to redirect customers to the channel most likely to do so, whether that be live representative phone calls, emails or online chat. When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

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. You need to integrate an effective customer support system, like a live chat software, to know your customers better.

Software 102

Software Comparison Customer Satisfaction System 102

Kustomer

JUNE 5, 2023

A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

Customer Experience 98

Customer Experience Competitive Advantage Chatbots CRM 98

Comm100

MARCH 13, 2023

This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. Read more Report 1.

Chatbots 195

Chatbots Survey Social Media Report 195

Comm100

SEPTEMBER 19, 2022

For organizations looking to improve their customer service and support operations, SMS is now becoming an essential channel alongside the likes of live chat, email and social media. When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. 100% of U.S.

Social Media 130

Social Media Customer Satisfaction Communication Customers 130

GetFeedback

AUGUST 15, 2018

Moreover, nearly 75% of customers admit they’re satisfied with their live chat experiences, compared to: 61% customer satisfaction rate for email engagement. Moreover, nearly 75% of customers admit they’re satisfied with their live chat experiences, compared to: 61% customer satisfaction rate for email engagement.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). Use fewer, better words. Use simple and familiar words (no jargon!) A useful support structure is What?

Self Service 105

Self Service Effort Score Guidelines Tips 105

Comm100

FEBRUARY 2, 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. . 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. .

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

CSM Magazine

JANUARY 24, 2024

There also might be people who are using a site that isn’t in their mother tongue. There’s no reason why any kind of language or visual impairment should stop someone from being able to enjoy an iGaming site. No matter what business you have, you’re going to need some form of customer service.

Industry 59

Industry Customer Service Customers Feedback 59

NICE inContact

MARCH 27, 2018

Here are two reasons why AI will support, not replace, agents and one reason why AI has the potential to possibly replace the contact center agent role. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

GetFeedback

APRIL 30, 2018

Using the same website survey for your entire site leads to lower responses. They’re also useful for learning how visitors heard about your product or why they’re browsing your site. Blog Surveys. Blog Surveys. With embedded blog surveys, you can reach readers while they’re checking out your content.

Survey 207

Survey Marketing Self Service Feedback 207

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. , or “I want to make a complaint”. What’s the problem? Intelligent routing. Cross-channel insight.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. , or “I want to make a complaint”. What’s the problem? What’s the solution? Intelligent routing.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

ShepHyken

DECEMBER 28, 2018

For instance, there’s more takeout food and alcohol consumption, and instead of attending live events or lectures, millennials turn to the internet. So, it stands to reason that this group is in search of ease of use when it comes to all things “online.” But, believe it or not, this can actually serve companies well.

Self Service 98

Self Service Customer Service Fashion Groups 98