Babelforce

FEBRUARY 24, 2021

In our FNoL example, a customer would likely use a phrase like ‘ I need to make a claim’ or ‘I’ve been in an accident’. An effective call routing platform makes this as simple as possible; managers ‘tag’ agents with skill sets at the push of a button. The tagged skills align with call types. #2

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Surveys 52

LiveChat

NOVEMBER 22, 2019

You can also go through Archives and check the most common tags added to conversations. Customers who might just happen to come across your site by accident, and have no intention of buying, will stop at the conversation with a bot. To figure out what the frequently asked questions are, talk to your team.

Customer Service 83

Customer Service Chatbots Personalization Sales 83

Eptica

JUNE 3, 2016

For example, many auto insurers let drivers email them photos from the scene of an accident, minimizing the need to put information in the mail, and providing a first hand, accurate record of what actually happened. Additionally, give consumers the chance to speed up processes by taking and submitting photos using the camera on their mobile.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Creative Virtual

APRIL 9, 2020

There are lots of entertaining stories about technical fails circling the internet, like this story of a boss accidently changing herself into a potato during a videoconference. A DIY solution may have an attractive price tag, but do you have the internal expertise and time to build a tool that will provide a positive experience for users?

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Liveops

OCTOBER 4, 2018

The best kudos stand alone, so resist the urge to tag on criticism, no matter how minor it seems to you. It’s no accident we kicked off Customer Service Week 2018 with a message from our CEO, Greg Hanover. Positive recognition makes people feel valued, which we all can appreciate. Share messages from the top.

Customer Service 48

Customer Service Feedback Education Best practices 48

Eptica

JANUARY 15, 2016

Annual to constant engagement Unless consumers suffer an accident, burglary or need medical treatment they only speak to their insurer once a year, at renewal time. This means that customer service is designed around the annual lifecycle, rather than the constant engagement of the digital model.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Clarabridge

SEPTEMBER 17, 2015

strike, network deficiency, deadly accidents, etc.). To do so you can use a tagging system that allows you to direct specific mentions to a dedicated mailbox. Here’s a list of elements to include in your plan to smoothly deal with volume peaks and trulywow your customers: Make a list of responses for a wide variety of scenarios (e.g.

Marketing 74

Marketing Feedback Management Customer Service 74