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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.

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A Fair Guide to the Best Customer Service Automation Software

Comm100

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

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5 Top Customer Service Articles For the Week of August 15, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? My Comment: The concept of Artificial Intelligence (AI) and chatbots replacing humans fascinates me. This is reactive customer service.

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Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. Feedbacks to their previous support experience.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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How to Reduce Customer Service Response Time to Avoid Lost Leads

Inbenta

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. What are your customers’ needs?

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How to Evaluate Which Customer Service Channels to Prioritize

aircall

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.