HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. The first one was the de-emphasis on omnichannel and preference for multichannel. Q3: Did anybody share any really good examples of companies doing chatbots well? This example was given by a gaming company. John A : That was a great example.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Multichannel” and “omnichannel” have been buzzwords for years now.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. Indeed, chatbots and virtual assistants will continue to transform customer service. Artificial intelligence. An omnichannel experience.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. For example, fashion brand Everlane has been using Facebook Messenger successfully, allowing customers to place orders, receive personalized recommendations, and get updates on order status all within the app. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Crossed wires for multichannel service Digging deeper, one highlight was that telcos have improved hugely when it comes to providing answers via their websites.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

VocalCom

JANUARY 28, 2019

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Brands like Spotify and Amazon, for example, have experienced tremendous success with product recommendations. Predictive analytics can determine, for example, the most frequent reasons for customer contact.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48