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5 Top Customer Service Articles For the Week of February 8, 2021

ShepHyken

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. Next generation is the new generation in customer experience by Carlos Lopez-Abadia.

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The Rise Of Messaging In Customer Service

Nicereply

WhatsApp started in 2009, but it took off after Facebook acquired it in 2009. This flexibility is a crucial part of Facebook’s customer service model, as evidenced by the number of chatbots on the app. With over 300,000 chatbots active on Facebook Messenger, customers can get quick replies to commonly asked questions.

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Seven CX Tips to Help Weather the 2021 Holiday Season ‘Everything Shortage’

CSM Magazine

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Many newer technologies, like conversational AI chatbots and digital messaging platforms have been built to integrate with your existing CRM. The Great Resignation is also upon us. Tip #7: Plan Early for Next Year.

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5 Ways to Apply AI and Win Back Business

CSM Magazine

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

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How to Stay Close to Customers While Working From Home

CSM Magazine

The webinar participants were asked whether insurers were using technology such as chatbots and conversational AI to triage customer enquiries coming into the contact centre, so that routine enquiries could be answered via a digital assistant, allowing contact centre colleagues to focus on the most critical calls.

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What Elephants and Customer Experiences Have in Common

CSM Magazine

Unleash the chatbot! We saw this in the last big recession spanning 2007-2009. As we enter this period of economic uncertainty, there is a growing concern that organisations will hunker down and focus solely on cost-cutting tactics and operational efficiency. The customer was often abandoned, left feeling disappointed.

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Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

Read the full story here – Thompson Rivers University Adopts Comm100 Live Chat & Chatbot Across 5 Departments 2. Read the full story here – Cambrian College improves recruitment with Comm100 Live Chat & Chatbot 3. Cambrian College now enjoys an impressive 4.5