Comm100

APRIL 6, 2020

Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% An AI chatbot is the perfect way to handle this.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. It was a shift backed by data—lots of it.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

ShepHyken

MARCH 26, 2019

In Shep’s Opening Monologue… He discusses the pros and cons of chatbots. The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. They also discuss the need for diversity and inclusiveness in the workplace.

Chatbots 123

Chatbots Contact Center e-support Social Media 123

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These answers, which are for many businesses the cornerstone and checklist of customer support, are outdated and not good enough anymore.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

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

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

NOVEMBER 16, 2016

Facebook made big news around six months ago with the release of their chat-bot feature and their agreement to let companies and brands build their own within the platform. Brands as diverse as American Express to 1800-Flowers to Domino’s Pizza have all deployed their own bots, showing just how versatile bots can be when done right.

Chatbots 40

Chatbots Customer Service Self Service Customers 40

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

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

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

CSM Magazine

JANUARY 24, 2023

And what’s going on in the AI market, when just last month some commentators were questioning chatbot sector momentum – particularly with Amazon stripping costs and people out of its Alexa team? In a customer service setting, ChatGPT could be used to assist human agents to answer customer inquiries and provide helpful information.

Contact Center 52

Contact Center Chatbots Comparison Training 52

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.

Self Service 62

Self Service Customer Service Banking Chatbots 62

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. It was a shift backed by data—lots of it.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

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. Interested in bots?

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Comm100

MAY 31, 2016

“Thank your customer for complaining and mean it. ” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. Personalized picks.

Retail 105

Retail Self Service How To Policies 105

TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center Self Service Contact Center Analysis 84

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 Chatbots Automotive 52

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 86

Social Media Self Service Customer Service Marketing 86

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. Live chat and chatbots. Video chat. White papers.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

RapportBoost

NOVEMBER 15, 2018

In many cases, they do not have the internal expertise or skill to enable a chat channel, so they look to outside resources to assist them with the setup and implementation. For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. Educate Agents On Getting Help.

Training 71

Training Call Center Telecommunications Exercises 71

CSM Magazine

NOVEMBER 14, 2019

While Artificial Intelligence (AI) promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, it also holds the key to transforming the customer experience (CX). Fast-track your way to a new generation of customer interactions by asking the right questions.

Return on Investment 49

Return on Investment Chatbots Technology Interaction 49

Esteban Kolsky

JANUARY 29, 2018

They can capture 40-80% of customer interactions and solve them. What happens, as your systems improve, when customer service goes back to handling exceptions (as it was always intended to do – not every interaction)? Is that how you leverage customer experience? 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 102

Software Customer Engagement Engagement Social Media 102

Bold360

DECEMBER 22, 2016

Understanding the mentality of your audience, you can position your bot better for engagements and continuous conversations. Learn how a customer service bot can help you improve customer retention and cx - download our free white paper! – The magic sometimes lies in the little things.

Self Service 40

Self Service Customer Retention Feedback Engagement 40