ProProfs Blog

APRIL 30, 2019

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. He is the Chief Amazement Officer of Shepard Presentations.

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Studies show that live chat support provides a customer satisfaction rate of 92%. However, the ROI of live chat support is influenced by economies of scale – the more customers you receive, the more agents have to be provided to assist them.

CRM 52

CRM Metrics First call resolution Accountability 52

NobelBiz

MARCH 12, 2024

Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels. Consistency Across Channels/Omnichannel Support : Customers engage with businesses through various touchpoints.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Talkdesk

JANUARY 24, 2018

We’re used to seeing predictions that voice support will decline, but in Deloitte’s survey, there are some concrete numbers that illustrate what is expected to happen. The predicted drop in voice activity still leaves voice as the unquestioned king of support channels. No other channel even came close to competing.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

AWS Machine Learning

JANUARY 26, 2024

Evaluate the risks (inherent vs. residual) of using the generative AI application in a production setting to identify the right foundational and application-level controls. Reviews can be performed using tools like the AWS Well-Architected Tool , or with the help of your AWS team through AWS Enterprise Support.

Best practices 120

Best practices Government Engineering Accountability 120

Balto

AUGUST 3, 2022

Here’s what we found: Viewing the contact center as a source of value was predictive of lower agent attrition and higher customer NPS and CSAT. Agents add the most value to their organization by letting customers know about incentives and asking for online reviews. Agent Value-Add Activities. Their average NPS was 80.4

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CrazyCall

OCTOBER 2, 2019

Proactive Customer Service vs Reactive Customer Service. Proactive Customer Service vs Reactive Customer Service. Each of those is great and lets customers get into contact with your customer support department. Fewer Support Requests. Here’s everything you’re going to learn today.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. Adam Toporek , a customer experience expert and the host of a podcast Crack the Customer Code , shared the following two insights in one of his episodes when describing the first contact resolution. Don’t worry, we’ve got your back. What is First Contact Resolution?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Lumoa

FEBRUARY 9, 2023

If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction? According to Forrester, the ladder to customer-centric transformation consists of 5 steps: Secure the executive support : customer experience transformation is set up from the top. ” – Blake Morgan for Forbes.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

AWS Machine Learning

MARCH 14, 2024

Whether creating a chatbot or summarization tool, you can shape powerful FMs to suit your needs. Building large language models (LLMs) from scratch or customizing pre-trained models requires substantial compute resources, expert data scientists, and months of engineering work.

Best practices 102

Best practices Engineering Chatbots Enterprise 102

REVE Chat Blog

APRIL 15, 2020

From automated customer support to sales assistance, AI allows businesses to better support their customer needs at many touchpoints along their journey. With businesses adopting chatbot technology, customers are also willing to be helped by virtual assistants. Deliver instant customer support. Reduce support tickets.

Chatbots 63

Chatbots Customer Service Interactive Voice Response Airlines 63

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

MARCH 30, 2023

Encompasses the sum of all of a customer’s experiences with your brand and provides you with a holistic understanding of the customer journey Customer Service vs Customer Experience: The Similarities Customer service and customer experience are interrelated concepts, with a lot of similarities. Do you have social media channels?

Customer Experience 62

Customer Experience Customer Service outsourcing Chatbots 62

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Mindtouch

AUGUST 21, 2019

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. Knowledge management vs. knowledge base. Initiatives supported by knowledge management. Table of contents.

Management 88

Management Self service Chief Customer Officer Chatbots 88

JustCall

AUGUST 12, 2022

Let’s dig deep into CPaaS and CCaaS in this blog. CCaaS includes many services aimed at customer care such as Automated call distribution, advanced analytics and reporting , virtual attendants, monitoring and agent coaching , and call recording. The post CPaaS Vs CCaaS: Everything You Need to Know appeared first on.

APIs 52

APIs Contact center software Contact Center Enterprise 52

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Left with no choice, you try getting hold of a customer service agent on the phone. This basically means that customers are unable to communicate with the brands that they have supported since they do not employ multilingual customer service agents.

Customer Service 144

Customer Service Customer Support Self service Technical Support 144

Select VoiceCom Blog

MARCH 16, 2023

To become a customer service expert in e-commerce, check out this helpful infographic. When performing customer service tasks, integrating e-commerce customer support tools like software management systems and other artificial intelligence (AI) solutions helps save time and streamline your workflow.

Customer Service 52

Customer Service Multi-channel support Chatbots Customer retention 52

JivoChat

APRIL 4, 2021

These solutions comprise several elements: Conversation Generator - Often in the form of a chatbot or live chat feature located in your website’s bottom-right corner. The chatbot can direct you to the appropriate page or a live agent so that you can get quick answers to your questions.

Marketing 52

Marketing Chatbots Upselling Sales 52

Comm100

FEBRUARY 5, 2018

This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. Modern CRM software aims to integrate and automate 3 key functions: sales, marketing, and customer support. If so, what promotional material has been sent out to them?).

CRM 48

CRM Marketing Multichannel Self service 48