ShepHyken

NOVEMBER 9, 2018

The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output. Keeping your website up to date with your latest product offerings and inventory availability can be a time-consuming process.

CRM 235

CRM Enterprise Benchmark outsourcing 235

CCNG

MARCH 15, 2023

Human-centric channels like voice, email, and live chat with a human remained in the top three spots. Longer handle times. We asked executives to rank how often they use certain customer service channels today and how often they expected to use them in 10 years. Increased demand for high emotional intelligence in agents.

Call Center 195

Call Center CCNG Self service Surveys 195

Comm100

APRIL 22, 2024

Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. 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.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Calabrio

NOVEMBER 25, 2020

The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. More than half a century later, his lyrics couldn’t be more relevant.

Contact Center 122

Contact Center Self service Analytics Banking 122

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. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge.

Wait times 141

Wait times Management Customer Support Customer Service 141

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? Let’s get started.

Management 147

Management Chatbots Sales Upselling 147

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. This blog explores the decline of public trust in government, backed by data from the U.S., Here are 5 key strategies for to improve trust in government through digital communication: 1.

Government 75

Government Chatbots Self service Wait times 75

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. They can handle basic queries, guide users, or escalate issues to human agents.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

OctopusTech

JULY 31, 2023

As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers. Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

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. That is both inefficient and time-consuming.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. It reduces their confidence in providing accurate or timely answers due to possible misinterpretation. And how do offshore solutions, interpreters, and texting play a role?

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.

Customer Service 78

Customer Service Chatbots APIs Government 78

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Devote agent time to higher-value inquiries. With a bot in place, customer service teams can reduce repetitive, low-value work that consumes agent time. Provide 24/7 availability.

Chatbots 82

Chatbots Customer Service Wait times Sales 82

Nicereply

MARCH 30, 2022

Every brand aspires to create an impact in its customers’ lives. The first step is always to value your customers’ time and preferences. In this article, you will learn how to improve customer service thanks to live chat knowledge base. All the time can be highly challenging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

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. Are addressed as another customer.

Upselling 134

Upselling Customer Support CRM Management 134

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.

Chatbots 78

Chatbots Education Wait times CRM 78

LiveChat

JANUARY 3, 2019

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. And our average bounce rate of 30%?

Chatbots 59

Chatbots B2B SaaS B2C 59

Vcaretec

JUNE 6, 2022

Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Peak days, like Black Friday, Cyber Monday, and the week before Christmas, your systems need to be able to handle huge traffic, and so does your staff.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

bold360 Blog

SEPTEMBER 15, 2020

Today’s customer expects quick responses across all channels, especially during an uncertain time of global pandemic and economic recession. Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days. Live Chat, Defined.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

3CLogic

APRIL 10, 2024

With many organizations still relying on outdated and siloed platform environments — where contact records are stored in one system and engagement history in another — valuable time is wasted searching for insights and information. The outcome?

Management 64

Management Call Logging CRM Call flow 64

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

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience. What is Automation?

Customer Service 59

Customer Service B2B Service level Personalization 59

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

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

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124

SmartAction

JUNE 27, 2023

By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. With conversational AI, you can maintain a personalized touch while improving response times and accuracy. Plus, your live agents will still be there to provide support when needed. Watch Now BLOG What is Conversational AI?

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

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

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

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

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. Whether it’s with live chat, social media, email, or SMS integration, students expect their institutions to be available, responsive, and digital.

Education 80

Education Chatbots Surveys Customer Experience 80

Calabrio

NOVEMBER 25, 2020

The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. More than half a century later, his lyrics couldn’t be more relevant.

Contact Center 52

Contact Center Self service Analytics Banking 52

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

Comm100

DECEMBER 8, 2020

They save you time and money on customer services, while also improving your customer satisfaction levels. They have the conversations your customer service representatives would have at a fraction of the normal time and cost. You can have them handle your instant messaging needs or integrate them into your apps. Comm100 Free.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. A survey found that 75% of Gen Z look to noncompany resources like Reddit or YouTube to solve their issues either all or most of the time, rather than contacting customer support.

Chatbots 69

Chatbots Education Self service Personalization 69

bold360 Blog

OCTOBER 2, 2020

Who is satisfied by this time-consuming routing roulette? The frustrating failure to route well can happen on any channel, whether phone, chat, text, email, or social media messaging. There are different types of intelligent routing, depending largely on what channel the customer uses: Live Chat Routing.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98