CSM Magazine

JULY 4, 2019

The modern consumer expects to be able to interact with your brand across multiple channels. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. Join this exclusive 45-minute webinar (or receive the recordings) here.

Self Service 45

Self Service Customer Service Gamification Social Media 45

PK

MAY 8, 2020

Test data can be a costly, time-consuming nightmare to create and maintain, not to mention the security and compliance risks. In this webinar we’ll discuss ways you can leverage the power of AI and Machine Learning to create and manage test data that can drive your test automation practice. appeared first on PK.

Data 52

Data Consumers Management How To 52

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI?

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Bold360

JUNE 15, 2017

Studies shown that the customer experience is a crucial factor in consumers’ decisions of where to bring, and keep, their business. How chat bots and virtual agents allow you to value your customers’ time while prioritizing high-value queries. What do I do? How do I do it? With which tool? Why is this not intuitive!??

Self Service 63

Self Service Chatbots Customer Service Virtual Agent 63

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

Self Service 85

Self Service Chatbots Guidelines e-support 85

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Interactions

MARCH 28, 2024

94% of consumers say they expect better customer service than they currently receive. Not only are consumers frustrated with the quality of support, but they’d rather get a cavity filled than deal with customer service. Watch the Webinar Utilization of Transformational Data: Data is the fuel for CX improvement and innovation.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

CSM Magazine

SEPTEMBER 25, 2019

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. Customers are more accepting of automation and chatbots than ever before. Today’s consumers are focused on efficiency when it comes to solving their customer queries.

Consumers 40

Consumers Chatbots Comparison Retail 40

Innovative CX

MARCH 24, 2023

You encountered a chat bot that was clueless about what you were inquiring about and couldn’t refer you to a “live person” because they weren’t available? Now we’re told as consumers that our experiences aren’t improving because of labor shortages or the lingering effects of the pandemic or supply chain disruptions.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

Hello Customer

MAY 19, 2021

This is one of the subjects we discussed with Steven Van Belleghem in our latest webinar on the importance of extreme customer centricity in your company. 96% of consumers state that customer service is an important factor in their choice of loyalty to a brand ( Nextiva ). Game-changing potential. Human channel.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Totango

MAY 17, 2024

Cumbersome executive summaries : Preparing comprehensive account summaries for executives is time-consuming and challenging, especially when data must be gathered from multiple sources. AI-powered chatbots, automated tasks, and workflows from tools like Help Scout, Custify, and Zendesk can streamline support processes.

Innovation 96

Innovation Call Recording Conference Tools 96

Innovative CX

JUNE 22, 2021

You encountered a chat bot that was clueless about what you were inquiring about and couldn’t refer you to a “live person” because they weren’t available? And as consumers, we certainly seem to have accepted this new normal – aka – bad customer service. Don’t these sound exactly like what we as consumers have always wanted?

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

NICE inContact

JULY 31, 2019

In many ways, conversational AI is certainly poised to fill that need with advanced voice interfaces and chatbot technologies. Conversational AI adds a powerful ability that is certain to transform the way consumers interact with businesses. Dig deeper into conversational AI in our upcoming webinar. The post The Show Must Go On!

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Chatbots 166

Chatbots Multi-Channel Knowledge Base Wait Times 166

Kustomer

DECEMBER 29, 2020

The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. Changing Consumer Attitudes Means More Digital Commerce. It’s therefore important to consider new, digital-first service options for 2021 and beyond. Speed and Efficiency Beat All.

Self Service 105

Self Service CRM Consumers Chatbots 105

AWS Machine Learning

FEBRUARY 19, 2024

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.

Knowledge Base 105

Knowledge Base Chatbots Conference Data 105

Bold360

DECEMBER 11, 2019

Yet when it comes to engaging with businesses, most consumers are forced to reach out by phone or email. So, consumers, especially on the younger side, already want to do this. With Bold360, you can meet your customers on the channels they prefer with fully integrated chatbot and live agent support.

Strategy 64

Strategy Chatbots Omni-Channel Customer Engagement 64

Bold360

MARCH 15, 2018

So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. A modern chatbot is smart enough to understand the question the customer has and either answer that question or route them to the best resource to get that question answered. Today’s A.I. Today’s A.I.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Reports from the front lines. However, finely-tuned conversational systems can.”.

Insurance 98

Insurance How To Chatbots Wait Times 98

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Solvvy

OCTOBER 30, 2020

According to research from American Express , the majority of Americans have decided to not go through with a purchase because of a poor customer service experience, and one-third of consumers say they would consider switching companies after just one instance of bad customer service. Improving on Traditional Chatbots .

Self Service 48

Self Service Customer Service Chatbots Return on Investment 48

Bold360

JANUARY 15, 2020

For brands investing in AI-powered solutions like chatbots and dynamic search bars, serving up a bunch of results won’t cut it. Personal: Customers don’t want to use a chatbot or dynamic search bar that has no inkling of what they’re looking for. What will help your customers consume the content you have to offer?

Chatbots 52

Chatbots Self Service Case Study Engagement 52

Bold360

DECEMBER 6, 2018

Bot-o-phobia? If there’s a term for the fear that chatbots will make human customer service agents extinct, we don’t know what it is—but it’s a thing. A recent study we conducted found that, 68% of businesses surveyed agreed that their human agents are worried about being replaced by chatbots. Enter chatbots.

Chatbots 40

Chatbots Call Center Study Report 40

Verint

APRIL 2, 2018

Intelligent Virtual Assistants (IVAs) and Chatbots are garnering a lot of attention these days because they live at the intersection of AI and self-service. And, 41% said they could not tell the difference between being served by a chatbot and being helped by a human behind a screen. Think Beyond the Bot. Register here.

Self Service 42

Self Service Strategy Chatbots How To 42

Team HGS

MAY 2, 2018

On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands. At the webinar, our poll results shed slight on the state of the industry. At the current rate, digital is expected to overtake voice in 2018.

Customer Experience 40

Customer Experience Chatbots Omni-Channel Analytics 40

Circular Edge

OCTOBER 30, 2020

tools including Orchestrator, Mobile, IoT, Chatbots, CPQ Integration, Automation & UX One – Which was a perfect setup for CE Customer Success Stories & Educational Highlights. There’s been more than 600 enhancements delivered on the 9.2 code line since its release and lots more to come. 2020 RPA Survey : [link].

Resources 52

Resources Self Service Case Study Innovation 52

SurveySensum

OCTOBER 12, 2022

Time-consuming: Selecting the right theme with the right template takes a lot of time. . Lacks customer support: Customers cannot rely on customer support as there is no live chatbot when required, no phone line and, when you send them emails, you don’t know when they’ll reply. Help docs, webinars, free training, and 24×7 support.

Survey 52

Survey Chatbots eBook Feedback 52

Avaya

SEPTEMBER 19, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. Some contact center solutions have begun to deliver chatbot solutions that incorporate AI-enhanced natural language processing.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

ProProfs Chat

AUGUST 14, 2020

Real-time Chat Sessions for Active Engagement. Do you know that over 50% of consumers who start their customer journey with AI are transferred to a live agent? Once users become acquainted with chatting, they feel comfortable engaging with a brand using a live chat agent on its website.”. Webinar Registrations.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

NobelBiz

JANUARY 3, 2022

Call deflection: A new tool for improving consumer and agent experience Call deflection is becoming a common way to provide a smooth customer journey. SMS, e-mail, live chat, chatbot, there are many suitable alternate channels. WhatsApp : A verified account allows companies to engage with their consumers.

Contact Center 52

Contact Center Tools Strategy Omni-Channel 52

Amity

MARCH 12, 2018

Bad-fit customers are meant to churn, but before they do, they’ll consume your Customer Success team’s time and resources. Videos and webinars to make sure they are already learning about different ways to use your product. Acquire The Right Customers. Your customers should know how to reach you.

Chatbots 72

Chatbots Knowledge Base Sales Resources 72

Eptica

MARCH 22, 2017

Author: Pascal Gauvrit So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. Published on: March 24, 2017. For example, queries such as “What is your returns policy?”,

Knowledge Base 54

Knowledge Base Chatbots Policies Trends 54

SurveySparrow

DECEMBER 11, 2020

We can give multiple reasons why you should go online to advertise your brand: In this uncertain situation, online advertising platforms will give you real-time consumer data. You can craft engaging surveys to know what your consumers are talking about your company, competitions, and their needs. Automation is the Ultimate Solution.

Advertising 52

Advertising Strategy Chatbots Social Media 52

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Are you there ROI?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

SurveySparrow

JANUARY 7, 2021

According to Salesforce, 80% of consumers said, the experience is as important as products. . Businesses hardly invested in customer feedback software, chatbots, or survey tools before the pandemic. In the future, approximately 30% of consumers are planning to shop more on online platforms. billion by 2024.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

BirdEye

NOVEMBER 10, 2023

Our recent webinar, aptly titled, ‘Efficiency Unleashed: Streamlining customer communications using AI,’ for Birdeye VIEW 2023, unveils a real-life success story that demonstrates the incredible impact of AI. Prospective patients turn to online searches and reviews for the care they need.

Communication 57

Communication Chatbots Conference Customers 57