Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

kommunicate

MARCH 26, 2022

Last Updated on March 26, 2022 The chatbot can handle multiple customer requests at the same time. It handles inquiries automatically, preventing your customer support team from becoming overburdened. The bot follows a chat conversation and automatically responds to every query, as well as assists customers with their problems.

Chatbots 98

Chatbots Customer Support 98

ProProfs Blog

MARCH 26, 2020

Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore. That’s exactly why you have a technology like live chat in place. But sometimes it becomes a tedious task for your support team to manage multiple customers at the same time. See that no operator was available to take up their chat.

Upselling 134

Upselling Customer Support CRM Management 134

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Why is it important to use live chat during the holiday season?

Management 147

Management Chatbots Sales Upselling 147

Comm100

FEBRUARY 15, 2022

On-demand customer service, whether it’s through online chat or other platforms, is now an expected and staple part of any modern tech company. Fortunately, there are multiple ways to change how you offer customer service for on-demand satisfaction. Nowhere is this more apparent than in the sphere of customer service.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Comm100

OCTOBER 17, 2023

They can handle basic queries, guide users, or escalate issues to human agents. Voice Automation (IVR): Interactive Voice Response systems guide callers through menus and can handle basic tasks over the phone. Key Features : Live chat, bots for automated conversations, customer segmentation, email automation, product tours.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Hodusoft

APRIL 4, 2024

In this blog, we will explore HoduSoft’s innovative solution Omnichannel CX suite and its role in enhancing CX and overall business growth. Before we delve into the details of HoduCC omnichannel CX Suite , let’s ask you some questions- Are you struggling to manage multiple communication channels effectively? Let’s get started!

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52

3CLogic

APRIL 10, 2024

More specifically, we’ll dive into how to handle calls from ServiceNow by harnessing the power of a native Computer Telephony Integration (CTI), such as 3CLogic’s CTI , enabling voice interactions from within your existing workspace.

Management 64

Management Call Logging CRM Call flow 64

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. Supporting multiple low volume languages presents many challenges – cost, obviously, is a factor.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Comm100 Live Chat offers proactive support too.

Customer Service 78

Customer Service Chatbots APIs Government 78

Comm100

FEBRUARY 10, 2022

An AI-powered chatbot can also handle more complex actions, such as helping a user navigate the website or better interpreting the customers’ grievances. An average buyer has access to multiple brand touchpoints in their journey—social media, email, live chat.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Nicereply

MARCH 30, 2022

In this article, you will learn how to improve customer service thanks to live chat knowledge base. Live chat is a web-based communication channel that business organizations use to communicate with their customers in real-time through messaging. How Live Chat Knowledge Base Can Benefit Your Business?

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

OctopusTech

JULY 31, 2023

If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. With the current fragile economy, there is a growing interest in outsourcing live chat.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

Comm100

DECEMBER 7, 2022

With so many ways for chatbots to improve customer service, in this blog we’ll look at four of the most effective chatbot examples across multiple industries. When a chatbot handles these simple requests instead, agents are available to handle more rewarding, higher value tasks and requests.

Chatbots 76

Chatbots Self service Wait times Customer Service 76

Nicereply

JANUARY 17, 2024

Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering brand loyalty. This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Among the many reasons for live chat’s popularity, speed is king. Unlike phone support, live chat lets support agents handle multiple concurrent conversations. Response speed.

Customer Experience 86

Customer Experience CRM Chatbots Sales 86

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%. I got significant pushback, but I persisted no less — that was until I tried to handle a chat and phone call at the same time myself.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

aircall

AUGUST 29, 2022

No need for follow-up calls and multiple interactions. Average Handling Time (AHT). A word of caution: Don’t forget to also focus on the quality of your customer service aside from simply shortening the handling time. . They are asked to rate how satisfied they are with the agent and how their issue was handled. .

Call Center 118

Call Center virtual call center call center software Self service 118

SmartAction

FEBRUARY 27, 2023

Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. IVR is often used as a first point of contact for customers and is designed to handle routine inquiries and provide information quickly. Available 24/7.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Comm100

JUNE 23, 2022

Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this. In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. Personalization .

Chatbots 78

Chatbots Education Wait times CRM 78

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Comm100

NOVEMBER 18, 2021

Unless you’re living under a rock, you’ll have heard of, and likely used live chat. This is where live chat and supporting chatbots come into play. This blog will look at the top 5 reasons why higher education institutions need to adopt live chat and chatbots if they want to acquire, engage, and retain today’s students.

Chatbots 69

Chatbots Education Wait times Surveys 69

Comm100

MARCH 7, 2023

In this blog, we’ll reveal some of the key responses from the survey, including what communication channels matter the most to students when choosing which school to join. Live chat allows students to easily reach out to potential schools without committing to anything, breaking down a key barrier to engagement.

Surveys 67

Surveys Education Wait times Chatbots 67

Comm100

MARCH 25, 2024

San Jose State University automates 55% of chats in 29 departments Learn how SJSU are slashing support volumes and increasing capacity with Comm100 AI Chatbots. Check out our AI chatbots and automation tools that can handle 80% of customer inquiries. Chatbots can be designed to do almost anything.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

ProProfs Blog

JANUARY 29, 2020

Multi-Channel Customer Service can be a combination of platforms including phone, email, live chat, social media, or self-service channels like FAQs, knowledge base, forums, online communities, or more. Having said that, the very concept of delivering service via multiple support channels is still relatively new. Service Efficiency.

Multi-channel support 148

Multi-channel support Customer Service Customer Support Self service 148

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Hodusoft

MARCH 21, 2024

We can say that BPOs are like a helping hand, allowing businesses to focus on what they do best while letting experts handle specific tasks on their behalf. They need to handle and manage all the complex customer data, which makes data security a top priority for these companies.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Comm100

OCTOBER 13, 2022

In this blog, we’ll look at how to increase enrollment in higher education today, with a focus on five digital strategies that can increase university enrollment now and into the future. 73% of consumers surveyed agree that live chat is the most satisfactory method for communicating with a company.

Chatbots 78

Chatbots Education Engineering Surveys 78

UJET

APRIL 1, 2020

How can customer support teams handle these surges in support requests? Voice calls over PSTN and in-app VoIP, in-app chat and website chat, and email and community forums. If you support multiple channels, assign agents accordingly. Queue Customization. Support requests come from various channels.

Customer Support 100

Customer Support Wait times Interactive Voice Response voip 100

ProProfs Blog

DECEMBER 28, 2020

In case you still have to handle customer complaints from your customers, then one of the possible reasons could be that they expect more from your brand. In this blog, we aim to cover these areas in detail and help you tackle customer service complaints efficiently. Customers Repeating their Problem Multiple Times. Tweet this.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

bold360 Blog

OCTOBER 2, 2020

The frustrating failure to route well can happen on any channel, whether phone, chat, text, email, or social media messaging. Inefficient routing results in multiple agent handoffs and clumsy transitions that leave everyone unhappy, especially customers being asked to endlessly repeat themselves. “I Decreased Average Handle Time (AHT).

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Noble Systems

MAY 4, 2021

In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers. The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Yes, it handles inbound and outbound phone calls. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

OctopusTech

JANUARY 20, 2024

We will explore the introduction, capabilities, and wide range of uses of chatbots in this blog, as well as the important topic that frequently comes to mind: their development costs. Chatbots are artificial intelligence (AI) programs designed by professional chat support service provider to simulate human-like conversation.

Chatbots 62

Chatbots Healthcare Finance APIs 62

Comm100

MARCH 14, 2022

For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Live chat for government helps to alleviate these concerns.

Government 81

Government Wait times Surveys Accountability 81

OctopusTech

APRIL 28, 2023

What are Live Chat Support Services? Live chat support has become a popular means of providing customer service and support to website visitors and online shoppers. It is an online communication tool allowing customers to interact with businesses and organizations in real-time via a chat box on a website.

Wait times 62

Wait times Telecommunications Personalization Technical Support 62