Interactions

MAY 15, 2019

Because of this demand in conversational marketing, we have seen companies introduce chatbots that speak to customers in a seemingly conversational way. But if we take a step back and examine the majority of chatbots, we find that they do not perform in a conversational manner at all. Do you understand what people are saying?

Chatbots 85

Chatbots Hotels Customer Service Representative Insurance 85

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions.

Data 59

Data Apparel Automotive Tourism 59

SaleMove

MAY 12, 2020

I’m not going to debate whether connecting with a chatbot or a person is a better way to resolve the issue, or whether messaging with a customer service representative is better than speaking with one. That said, if the self-serve experience becomes complicated, we’ll still want to communicate with the company somehow.

Self Service 56

Self Service Policies Customer Service Representative Insurance 56

Magellan Solutions

MARCH 26, 2024

Such a vendor’s customer service reps would be able to grasp and resolve the industry specifics and matters, which would significantly improve the customer’s experience. Technological Infrastructure Advanced Customer Service Tools: The right BPO utilizes advanced customer service tools and platforms to offer service.

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

ViiBE Blog

JANUARY 19, 2022

Lack of support A customer service personnel is not alone when it comes to handling customer queries, and it should not be that way either. Typically, floor managers are one of the support systems for customer service representatives. But when it comes to remote work, managers are caught up in a whirlwind.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX).

Financial 52

Financial Self Service Customer Service Social Media 52

Clarabridge

MAY 10, 2018

Welcoming their Chatbot, American Family Talks Innovation and Insight. We heard first from Beth Corso, Insights and Measurement Manager at American Family Insurance. Her sage advice: when developing a bot, it’s important to train it to answer a slew of FAQs – but don’t stop there! Transforming Business Across the Globe.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40