Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

ProProfs Blog

JUNE 26, 2020

Learn the commonly used customer service and support lingo. Account Administrator, also known as Admin, manages and configures the customer support software like live chat or help desk for its team members. The admin can update agent/operator profiles, change roles, create teams, reroute tickets or chats, and more.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Callminer

DECEMBER 11, 2018

Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want. And as web chat, social and website are on the rise for primary contact channel, over 40% of respondents in the US and UK prefer the telephone as their primary channel. To resolve issues with a bill.

Call Center 196

Call Center Self service Surveys Coaching 196

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option.

Chatbots 144

Chatbots Self service Technology Customer Service 144

SmartAction

JULY 29, 2021

Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Conversational AI is a topic that gets fuzzy with the overselling of promises and icky misconceptions, deterring those looking for ways to transform their call centers as they’re led down a crooked path.

Virtual Agent 110

Virtual Agent Call Center Contact Center Engineering 110

TechSee

SEPTEMBER 29, 2020

Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels. To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions.

Call Center 196

Call Center Self service Gamification Contact Center 196

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. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Live chat and chatbot conversations. Video chat.

SaaS 105

SaaS Journey mapping B2B Feedback 105

JivoChat

MARCH 29, 2022

Considered by 73% of marketers as the best way to generate quality leads, Webinar is a valuable marketing tool, which you can use for different purposes. Learn how to make a successful webinar and enjoy the benefits it can offer to achieve your goals. . What is a Webinar? What is a Webinar? Types of Webinar. Lead Generation.

Education 75

Education Surveys SaaS Personalization 75

ProProfs Blog

DECEMBER 24, 2019

“Why do website visitors give low ratings to our live chat support?”. How can I get the most out of my live chat for customer support?”. And while answers to them depend on a diversity of factors, the ultimate key to support success is the adoption of live chat best practices.

Best practices 120

Best practices Customer Support Sales CRM 120

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. The biggest benefits Customers can use self-service menus or interactive voice response (IVR) to perform a variety of tasks. DID YOU KNOW?

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

ProProfs Blog

JANUARY 28, 2021

Most customers aren’t very vocal when it comes to the services they use unless you ask them to be. Finding the right channels and tone to communicate with your customers will not only get you the feedback you’re seeking but will also open new doors between you – the product owner – and the people who are using your product.

Feedback 148

Feedback Surveys Customer Support Sales 148

Comm100

JANUARY 11, 2023

Chatbots used as customer service automation tools include: AI chatbots integrated within live chat, powered by natural language processing (NLP) to understand human intent and speech. They are capable of capturing leads, booking meetings, routing chats, and more, in a conversational way that feels natural for customers.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

CX Global Media

JULY 10, 2019

In some cases, technology has been a major factor in performance gains. More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Analytics 120

JustCall

JANUARY 23, 2024

In this article, we will discuss what the WhatsApp ticketing system entails, why you should use it, and the easy way to set it up for your business. This is similar to how WhatsApp uses a ticketing system. It is a big possibility that most of your customers use this platform to communicate personally and professionally.

APIs 52

APIs Chatbots Multichannel Accountability 52

Satrix Solutions

AUGUST 31, 2021

Unfortunately, comments like this are not always the case, even with the most customer-centric companies. We were given limited training prior to going live. Any time there was an issue we had to open a support case, which I often had to follow up days after opening it to get the issue resolved.

Customer centricity 78

Customer centricity Surveys Sales Feedback 78

Help Scout

JULY 8, 2021

Google Collaborative Inbox is a free, shared mailbox tool commonly used by teams looking to add structure to their support efforts. As is the case with many Google products, setup isn’t terribly complicated: First, you create the shared email account of your choosing (e.g., What is Google Collaborative Inbox? help@ or support@ ).

Average Handle Time 115

Average Handle Time Accountability Self service Analytics 115

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. Use a feedback button on your website. Use pop-up surveys that help you learn the exit intent of your potential customers.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

ProProfs Blog

MARCH 25, 2020

makes use of AI-based tools like. chatbots and others such as knowledge base , live chat , help desk , and others to make. In short, the use of these platforms helps you automate your customer service process and even reduce the cost spent on the support process. 2: The Usefulness of Automated Customer Service System.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Successful CX initiatives in telecoms. IDC estimates that 75% of enterprise applications will use AI services by 2021. Will it increase overall satisfaction?

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. It’s Customer Success for us. Not product management.

CRM 87

CRM Finance Upselling Accountability 87

Comm100

FEBRUARY 10, 2022

Perhaps more than any other, the topic of trust makes a strong case for public sector CX. In public sector CX, a poor use of resources can mean wasted tax dollars and less support available for citizens. Public sector organizations often measure their success according to mission statements and values. Case Studies.

Government 52

Government Customer Experience Chatbots Wait times 52

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. Moreover, nearly 75% of customers admit they’re satisfied with their live chat experiences, compared to: 61% customer satisfaction rate for email engagement. So, what makes live chat so effective?

Customer effort 60

Customer effort Wait times Surveys CRM 60

NobelBiz

FEBRUARY 9, 2023

Business is about living life on life’s terms and just keep taking steps forward Jason : One of the challenges with trying to scale, especially in this realm, let’s say sales in particular, but any telephone inside sales of any size, somebody trying to scale to the next level. It’s this various ways.

Call Center 52

Call Center Sales Gamification Multichannel 52

Fonolo

JANUARY 14, 2020

As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. No matter the query, live chat agents must make good interactions great, and unhappy customer inquiries even better. Murphy suggests that organizations use the center/edge approach to unlock efficiency and innovation.

Revenue potential 51

Revenue potential Coaching Analytics Contact Center 51

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? This is where customer success comes in. Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Chatbot Solutions Can Literally Save Lives . Industry: Healthcare.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Quiq

OCTOBER 27, 2022

Inflation is a topic on everyone’s mind right now, and it will influence consumers’ holiday shopping habits. Although wages have gone up, they haven’t kept up with cost of living increases and general price hikes. COVID-19 levels are down and most of our lives have returned to a semi-normal state. Up your live chat game.

Sales 52

Sales Personalization Surveys Marketing 52

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. The process includes collecting customer information that is used for making conversions by nurturing properly. You can use call-to-action on your landing pages such as ‘Sign up for free trial’ to keep your leads engaged. Qualify leads.

B2B 71

B2B Best practices CRM Sales 71

BlueOcean

DECEMBER 13, 2022

That’s a hard statistic to swallow, but it’s essential to understand why this is the case. Salesforce reports that 55% of members would use their loyalty programs more if the rewards were personalized to reflect their unique needs. When a brand delivers at this level, the groundwork is laid for a successful loyalty program.

outsourcing 71

outsourcing CRM Accountability Contact Center 71

TechSee

JUNE 5, 2018

While co-browsing technology has traditionally been used to support customers through their desktop’s browser, today’s co-browsing technology is being adopted by new markets where mobile apps are most dominant. Using artificial intelligence (AI) to enhance interactions with customers is quickly gaining traction. Show, Don’t tell.

Chatbots 116

Chatbots Self service Technology Surveys 116

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Demonstrating the value of Customer Success to executives is crucial. So how do you do build the business case for customer success? So how do you do build the business case for customer success?

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

Stafford Communications

JULY 16, 2020

Over the past few months we all have worked our way through times that none of us expected and tried to adapt to a challenging new normal. After several months we are sorting out how we conduct our lives and business with COVID hanging over our heads. Your company has adopted travel restrictions.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92