RapportBoost

DECEMBER 26, 2018

Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. This is a great situation for a chatbot.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

VHT

OCTOBER 18, 2018

These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. People love using chatbots for simple tasks. They can also access customer history, account information and product lists to personalize service or offer upsells. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

JivoChat

MARCH 25, 2021

More than 41% of customers expect a live chat window on your website. 62% of customers expect live chat to be available on mobile devices, and if possible, 82% would use it. 51% of customers want businesses to be available 24/7. ( 70% of customers prefer human chat agents to AI or chatbots. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

More than 41% of customers expect a live chat window on your website. 62% of customers expect live chat to be available on mobile devices, and if possible, 82% would use it. 51% of customers want businesses to be available 24/7. ( 70% of customers prefer human chat agents to AI or chatbots. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

Comm100

FEBRUARY 5, 2018

With live chat, companies have the ability to reach out proactively to customers with deals, promotions, or just a friendly message offering assistance. It also gives companies the opportunity to upsell products, and convert leads. There are omnichannel tools that specialize in marketing to customers across channels.

CRM 48

CRM Marketing Multichannel Self service 48