Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

AWS Machine Learning

AUGUST 30, 2023

This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. These new features make QnABot more conversational and provide the ability to dynamically generate responses based on a knowledge base.

Self Service 98

Self Service Contact Center Multi-Channel Knowledge Base 98

CSM Magazine

JANUARY 22, 2024

To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, live chat, knowledge bases, feedback tools, and more. According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15

Customer Service 52

Customer Service e-support Virtual Agent Chatbots 52

Solvvy

OCTOBER 12, 2022

Self-service: Intelligent chatbots integrated with your knowledge base, help center, or customer support database help deliver accurate, consistent information to your customers. In the era of The Great Resignation, Salesforce reports that 69% of customer service agents have considered looking for jobs in other fields.

Chatbots 94

Chatbots Self Service Knowledge Base Virtual Agent 94

Kayako

SEPTEMBER 17, 2015

This scenario also affected virtual agents, devaluing their ROI). If you’re using your knowledge platform to host your solution-based FAQs (many don’t), then you risk inviting customers to click on topics they didn’t come for, but become curious about when they see it. FAQs will give you false positives.

Self Service 120

Self Service Virtual Agent ROI System 120

Kustomer

FEBRUARY 6, 2024

These tools are equipped to handle high volumes of tickets across multiple channels and often feature advanced functionalities such as AI-driven ticket routing, and comprehensive reporting, and offer multiple integrations with other enterprise-level systems. It has a knowledge base and self-service portal for FAQs.

Software 98

Software Self Service Omni-Channel Knowledge Base 98

Kustomer

JUNE 27, 2022

Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. An internal knowledge base is home to information meant to be used by employees (i.e., What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

UJET

SEPTEMBER 15, 2020

That can expand considerably with a Knowledge Base/FAQ platform, social media management solution, project management software, and in-team communications. This triggers rules to route customers to self-service solutions, Virtual Agents, or human agents who determine the exact issue and solve it.

Data 78

Data Customer Experience Contact Center CRM 78

UJET

SEPTEMBER 15, 2020

That can expand considerably with a Knowledge Base/FAQ platform, social media management solution, project management software, and in-team communications. This triggers rules to route customers to self-service solutions, Virtual Agents, or human agents who determine the exact issue and solve it.

Data 56

Data Customer Experience Contact Center CRM 56

Bold360

AUGUST 24, 2017

A Forrester research report found that “50% of C-suite respondents said their organization uses no consistent measure of their customers’ experience.”. Virtual Agents. Your support agents have been given a promotion. Escalate to Create Relationships with a Robust Knowledge Base. And it’s all about the data.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Bold360

NOVEMBER 30, 2016

In fact, Facebook reports that more than 10,000 developers are already building bots on its platform alone. Most consumers now expect that companies have a multitude of contact methods, allowing them to engage in any way they choose, ranging from Facebook to Twitter, email, telephone, self-help knowledge bases, and instant messaging or chat.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102