Bold360

MARCH 15, 2018

Traditionally, self-service has been used for customer deflection – keeping customers with simple (and sometimes silly) questions out of the call center. Companies did this by employing the dreaded Interactive Voice Response (IVR) systems that we are all familiar with. solutions have completely changed the face of self-service.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Blake Morgan

JUNE 16, 2023

Every modern customer experience has some aspect of digital engagement. No matter what you’re selling or offering customers, digital is now a requirement, including e-commerce, apps, chatbots, immersive VR and AR, AI automation—the list goes on and on. 2023 is the year of immersive experiences driven by growth in AR and VR.

Self Service 59

Self Service Chatbots Contact Center Video 59

Blake Morgan

JULY 29, 2023

Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics. Digital experiences make interactions more convenient for customers and allow them to fully experience a brand, regardless of the channel they use.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Talkdesk

APRIL 23, 2020

Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. The 21st-century customer is extremely demanding and seeks real-time, personalized, effective and immediate customer service to solve their problems.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

Oracle

DECEMBER 3, 2019

When’s the last time you picked up the phone to solve a customer service issue? Chatbots are increasingly replacing call center agents as the first line of customer service inquiry. Change #6: Some of these CX encounters occur on personal messaging apps rather than via traditional web chat, phone calls, or email.

Social Media 51

Social Media Multi-Channel Chatbots Retail 51

ProProfs Chat

APRIL 24, 2020

Social media has become one of the major factors of business visibility, so you shouldn’t avoid this communication channel when interacting with your customers. Now, when using social media for communication, to get the most out of it, you should consider: Including your customers in the process of content generation.

Tips 82

Tips Customer Service Social Media Chatbots 82

Storyminers

JANUARY 24, 2017

The more adaptive companies will excel at keeping pace with their customers’ changing needs. Expect several cycles of change throughout the year, specifically related to the blending of roles between people and technology (chatbots, IoT, AI, etc.). 2017 won’t be a year of “one thing changes one time.”

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133