BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. In a virtual classroom, that same trainee is completely absent from the learning experience – representing a cost in both labor and learning opportunity.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. With the right tools, chatbots can be transformed into superheroes that handle huge volumes of customer inquiries, while improving CX and reducing costs. Confuser is defeated!

Chatbots 84

Chatbots Virtual Agent Contact Center Innovation 84

AWS Machine Learning

MARCH 29, 2024

With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. This is the second post of a two-part series.

Contact Center 89

Contact Center Chatbots Self Service Touchpoint 89

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self Service 99

Self Service Contact Center Multi-Channel Knowledge Base 99

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Tools 157

Tools Customer Service Chatbots How To 157

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver. They also provide the types of customer support experiences your customers are looking for.

Chatbots 94

Chatbots Self Service Knowledge Base Virtual Agent 94

Inbenta

NOVEMBER 13, 2017

Archie was written in 1990 by Alan Emtage and indexed all the file lists of as many public FTP servers as possible to allow users to find and download publicly available files. But it was not Google, Yahoo or even Ask Jeeves which were the first to introduce a whole new concept to us. Interested in finding out more?

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

NobelBiz

MAY 24, 2021

The conversation revolves around the question of what attributes matter most for a company’s ability to deliver an exceptional customer experience. An “on-premise” solution is to run programs or processes from software that has been downloaded directly onto a terminal or server. It is a form of on-site deployment.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. Generating vast amounts of new remote hiring documents or tending to customer needs away from the office can be complicated.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

Kayako

SEPTEMBER 17, 2015

Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. Every time I have used FAQs, they have indeed, helped customers get to a solution faster. Customers tend to feel that their question is the most important question.

Self Service 120

Self Service Virtual Agent ROI System 120

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. Six in 10 contact centers say they have no social customer service capabilities.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

West Monroe

JANUARY 9, 2018

It’s usually a 5-10 minute task, with a number of potential hurdles – will involve at least a few of these actions: Open an app store, search for, locate, and download a mobile app. Reset your password or track down your account number. Login to your account, navigate to the appropriate area. or “What was my electric bill last month?”

Technology 58

Technology Chatbots System Multi-Channel 58

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Leaders in customer self-service are starting to bridge that satisfaction gap in six key ways: 1. Transparency.

Self Service 40

Self Service Virtual Agent ROI Tips 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. Aside from chat bots being all the rage, they’re incredibly useful tools for businesses that need to keep pace with the latest advancements in customer support.

Chatbots 40

Chatbots Strategy Self Service ROI 40