ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. Abbie Heslop at EBI.AI About the Author.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Bold360

DECEMBER 22, 2016

Learn how a customer service bot can help you improve customer retention and cx - download our free white paper! The post What I learned about Conversational Bots from 1 question by my 13-year-old daughter appeared first on Nanorep - Digital Customer Self-Service Solution.

Self Service 40

Self Service Customer Retention Feedback Engagement 40

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you.

Chatbots 40

Chatbots Strategy Self Service ROI 40

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient. But so is providing great customer service. Most interactions occur over the phone.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Bold360

FEBRUARY 16, 2017

These answers, which are for many businesses the cornerstone and checklist of customer support, are outdated and not good enough anymore. Chatbots are an upgrade to your current customer experience. They allow you to pre-empt customer needs and recognize customer intent as well as current trends. Keep Current.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Bold360

MARCH 23, 2017

They take up no more room on our devices, and can be interacted with in the same way we might chat with our friends. But if you’re thinking about integrating them into your customer service strategy in the Age of the Customer, here’s what you need to know: Simplicity is Key. You’re creating a happy and satisfied customer.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! Churn went down, customer satisfaction went up. Results oriented?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Comm100

FEBRUARY 7, 2018

Will the vendor support deep customer database customization, including custom lead and contact management? Will the vendor allow you to target custom groups/industries/visitors? Does the vendor support custom functions that go beyond traditional sales/marketing/customer service?

Software 103

Software Customer Engagement Engagement Social Media 103

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Articles, white papers, and e-books.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Vonage

DECEMBER 6, 2018

Chat, social media, mobile apps and social media are all essential to modern customer service. Customers will struggle to find the human support they need, agents won’t have a full picture of past transactions and management will lack the visibility needed to boost the customer experience (CX). Channels supported.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145