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 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

5 Benefits of Conversational Artificial Intelligence for the Contact Center

VocalCom

Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. Here are five benefits of conversational AI for the contact center.

5 Reasons Why Customers Love Chatbots

VocalCom

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise.

WhatsApp In Your Contact Center

Integra

This is why we believe in offering this service in our contact center platform, uContact. HeyNow: Chatbots. The post WhatsApp In Your Contact Center appeared first on Contact Center Software - Integra CCS. Integra's Blog

Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks. For this reason, every brand needs to look at its customer journey and decide where customers are most likely to benefit from chatbot assistance.

Putting Your Chatbots to Work: 5 Tips to Consider

VocalCom

As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. These digital assistants are more than just a passing trend: Mindbrowser states that 96% of businesses believe chatbots are here to stay. Business Insider adds that by 2020, over 80% of brands are expected to have some kind of chatbot implementation.

Chatbots: The Key to Efficient Customer Service

VocalCom

The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Simple chatbots enable self-service.

5 Ways to Make Chatbots Customer Service Superstars

VocalCom

Nowadays, social media is a must for customers of all generations, thanks in part to ever-popular chatbots. According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. But not all chatbots are created equal—here are five ways to turn these digital helpers into customer service superstars. So why shouldn’t your chatbots be the same? Most importantly, give chatbots a tone that fits your brand.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?

4 Priorities of a Successful Omnichannel Brand

VocalCom

They want effortless experiences, and this can mean everything from allowing them to store personal information for later use to helping them find quick answers with the assistance of chatbots. The post 4 Priorities of a Successful Omnichannel Brand appeared first on Vocalcom Blog.

6 Habits of a Customer-Centric Brand

VocalCom

Chatbots should only be used for tasks that they are truly able to complete—anything too complicated can turn off your customers. The post 6 Habits of a Customer-Centric Brand appeared first on Vocalcom Blog.

How AI is Transforming the Mobile Customer Experience

VocalCom

This demand led to the rise of chatbots, the savvy digital assistants that can do everything from finding the right dress size to taking care of all the details of a customer’s flight. When brands use them wisely—namely, by assigning chatbots tasks that they can complete successfully—customers are simply enamored. As Grand View Research points out, 45% of customers prefer chatbots as their primary means of communication for customer service.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

A modern IVR experience can offer a more “human” self-service experience, while digital Self-Service omni-channel experiences like automated chat, SMS, leverage the latest generation of natural language understanding technologies and chatbot capabilities.

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Creating a Perfect Mobile Commerce Experience in 5 Easy Steps

VocalCom

Lastly, use messaging platforms to power sales with the help of chatbots—these digital assistants are ideal for giving customers faster service on the go. The post Creating a Perfect Mobile Commerce Experience in 5 Easy Steps appeared first on Vocalcom Blog.

Survey Says: Customers are Willing to Share Personal Data

Aspect

The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Learn more about chatbots and see them in action here [link].

Merry Christmas and a Happy New Year!

Aspect

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards.

5 Tips for Transforming Your Digital Customer Service

VocalCom

After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. Balance your use of chatbot and human support. Chatbots are an incredible tool for helping customers with simple tasks. While you may think your chatbots are service superstars, do not insist upon using them in every context. Be careful to assign feasible tasks to chatbots, and have your agents ready for times when they need to step in.

5 Ways to Optimize Live Chat

VocalCom

Customers may have simple demands that can be resolved quickly with the assistance of a chatbot or virtual assistant. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. The post 5 Ways to Optimize Live Chat appeared first on Vocalcom Blog. Live chat has long been an ideal channel for offering proactive customer service.

AI: 4 Key Benefits for the Customer Experience

VocalCom

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger.

5 Rules for Giving Customers the Self-Service They Want

VocalCom

Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Train your chatbots regularly. Yes, chatbots can grow smarter with use, but they need “training” just as your agents do. Lastly, analyzing your customers’ conversational patterns can allow chatbots to develop a tone with a similar speech pattern for more natural conversations. Agents should be available for more complex cases that chatbots cannot handle.

5 Questions to Ask When Creating Customer Journey Maps

VocalCom

For this reason, it’s absolutely essential to consider the impact of every tool or software solution used. For example, IVR menus need to route customers properly, CRM databases must be up to date and easy for agents to use, and chatbots should only be used to help customers with concrete tasks. For example, older generations may be more likely to contact you on the voice channel, whereas younger generations may have a preference for social media or messaging apps.

6 Key Trends Shaping Social Customer Service

VocalCom

Chatbots are changing the way customers interact with businesses. As more and more brands integrate chatbots into their messaging applications, customers benefit from more seamless and effortless experiences. Use chatbots to answer simple customer questions, such as those that might be addressed in a list of frequently asked questions. The post 6 Key Trends Shaping Social Customer Service appeared first on Vocalcom Blog.

5 Ways Personalization Drives Sales Success

VocalCom

Your company may make these recommendations within a brand app, use chatbots to generate recommendations within messaging apps , or train employees working at physical stores to sharpen their cross-selling and upselling skills. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

How AI Drives Targeted Customer Engagement

VocalCom

Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs. Chatbots may answer simple questions and help the customer understand the different products available before making a decision. Companies no longer have to waste time contacting potential customers outside of their target audience.

5 Ways Mobile Drives Customer Loyalty

VocalCom

Many of these platforms are powered by a mix of chatbots and human assistance, ensuring that customers are getting the most precise answers without losing a human touch. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. The post 5 Ways Mobile Drives Customer Loyalty appeared first on Vocalcom Blog.

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Human contact. While chatbots might help them obtain information more quickly, many customers still wish to speak to human agents when their issues are complicated. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. appeared first on Vocalcom Blog.

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten

Aspect

Eine moderne IVR kann ein “menschlicher“ anmutendes Self-Service Erlebnis bieten und digitale Omnichannel Self-Service Erlebnisse wie automatisierter Chat nutzen die neueste Generation von natürlicher Spracherkennung (NLU) und Chatbot-Funktionalitäten.

APIs 64

6 Ways to Engage Customers on Social Media

VocalCom

Be sure to cater to your mobile customers by offering support on the go, such as using chatbots in messaging programs that provide quick, automated service. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. The post 6 Ways to Engage Customers on Social Media appeared first on Vocalcom Blog.

5 Ways AI Can Drive Proactive Customer Service

VocalCom

For example, chatbots may assist customers who wish to update their personal information or seek an answer to a frequently asked question. For example, a chatbot may begin a conversation with a customer and find that the case is too complex to handle on its own. The chatbot may then refer the customer to an agent who can provide more in-depth service. The post 5 Ways AI Can Drive Proactive Customer Service appeared first on Vocalcom Blog.

5 Common Customer Service Complaints (And How to Resolve Them Quickly)

VocalCom

Empower your customers to find answers when they need them by providing frequently asked questions on your website, automating simple tasks through chatbots, and using efficient IVR menus that allow customers to look up information easily. Your website must be mobile optimized so that customers can easily click on buttons to get information and contact agents. For example, using chatbots to automate the process is a great way to ensure that potential customers are never lost.

4 Trends for the Mobile Experience Every Brand Needs to Know

VocalCom

Most importantly of all, your mobile site should offer clear contact and address information. Customers love your chatbots. Personalization is key to making customers feel good about their experiences, and no one is helping more than chatbots. So go ahead and put your chatbots to work—these digital helpers can assist 24/7 when agents are unavailable and will make your customers’ lives easier. It’s no secret that customers are attached to their mobile devices.

What Millennial Customers Are Looking for in 2019

VocalCom

According to Microsoft, this generation uses their mobile devices to contact customer service at a rate of 43%. Make sure your website is optimized for mobile, stay proactive on social media channels (they love to access them from phones), and offer them chatbot assistance through messaging platforms such as Facebook Messenger, WeChat, and Telegram. The post What Millennial Customers Are Looking for in 2019 appeared first on Vocalcom Blog.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give them the training they need to master the technologies used in the contact center, and invite them to share feedback regarding their interactions with customers.

7 Trends Shaping the Customer Experience in 2019

VocalCom

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Chatbots will continue to serve as important tools for assisting customers with concrete tasks such as booking reservations and researching products. Predictive analytics can determine, for example, the most frequent reasons for customer contact. When chatbots cannot handle complex customer requests, agents will need to step in.

5 Ways to Make Customers Choose Your Brand

VocalCom

For example, sending timely live chat invitations on your website, using chatbots to help mobile customers, and offering an easy checkout process both online and in-store are ways to make shopping both painless and enjoyable. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Menu options should include all the possible reasons a customer might make contact. Chatbots. It’s nonetheless important to note that some tasks may be too difficult for chatbots to complete.

How to Provide Exceptional 24/7 Customer Service

VocalCom

When a mobile customer wants to make a simple request, chatbots can be as efficient as human agents. For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. Chatbots enable your brand to provide assistance when agents are unavailable.

5 Essential Rules for Omnichannel Success

VocalCom

Once agents have understood the technology, they will be better prepared to handle inbound contacts and switch channels seamlessly. For example, chatbots are excellent for engaging customers through messaging, as they may answer simple questions, assist with product research, and help customers make purchases. The post 5 Essential Rules for Omnichannel Success appeared first on Vocalcom Blog.

5 Ways to Connect Emotionally with Customers

VocalCom

Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. Agents should never rush service interactions just to meet target contact center metrics. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

How to Impress Your Customers with Proactive Service

VocalCom

According to Frost and Sullivan, 73% of customers who were contacted proactively and had a positive experience with the agent felt a positive change in their perception toward the company. Chatbots can answer simple customer questions and help with purchases. While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact.