How to Automate Customer Support Using Emails, Calls and Chatbots?


Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. How happy your existing customers are can determine how much revenue would you get […].

Guest Blog: Customer Support Chatbots – Striking The Right Balance


This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Think of it as a telephonic IVRS analog for customer support.

13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents


Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

How Will Customer Support Change in the Future?


Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.

Live Chat vs Chatbots: What You Need to Know

ProProfs Blog

You must have heard this a lot: Customers want their issues resolved, and they want it done now. They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. Chatbot Pros. Customer Support

Chatbot Human Handoff: Seamless human takeover in a hybrid solution


The co-existence of chatbots and live agents has always been a debated topic. To settle that, lately we interviewed 13 chatbot experts and the findings were clearly in favor of a bot+human hybrid model. Customer Support

Expert Roundup on Chatbots vs Support Agents


Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents


Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

Aircall’s 2018 Customer Support Strategy Survey


Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? 3) Increasing customer lifetime value.

Inside the Modern Chatbot

Revation Systems

As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. While some worry that technology like chatbots or artificial intelligence (AI) will jeopardize the “humanness” of certain industries, it’s quite the opposite. So what exactly does a chatbot do? Let’s take a look under the hood of UC’s modern chatbot.

Chatbots – Reigniting the Spark in B2C Engagement


Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. Chatbots are part of digital disruption across all industries, from helping patients manage their health to offering financial tips and anywhere in-between.

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Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot


Chatbots have earned a number of pseudonyms over the last few years. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? You might have been calling “chatbots” by the wrong name all along (not that they’ll really mind).

SumTotal Systems Enhances Customer Support with Cloud


Administrators and end users all depend on SumTotal for support and answers to questions—even help with resetting their passwords. But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed—and expected. The support SumTotal provides to customers has improved immensely, as has agent productivity driven by the integration of CXone with Salesforce.

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AI Vs Live Agents- Will AI Replace People in Customer Support?

Call Center Pros

Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement.

How Much Can Chatbots Save Your Contact Center?


Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. Chatbots. Chatbots aren’t just for customer service.

4 Customer Support Myths to Avoid

Return Customer

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices.

Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service


This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. They know customers want fast, accurate information as soon as they need it. It’s a Challenge That Chatbots Aim to Take On.

Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers. Original post via ProProfs, expert opinion summary by Colin Taylor.

A Chatbot for Your Contact Center

Creative Virtual

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. A chatbot can help you maximize on those investments while creating a positive omnichannel experience for customers.

Infographic: Chatbots Challenge Traditional Contact Centers


As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty.

Is a chatbot your omnipresent employee?


Could you keep your customer support switched on 24/7? This is where chatbots help and it may be more worthwhile than you think. I,robot - you, customer. Instant satisfaction is given to your customers when an out-of-hours service is still being provided to them.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service


This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support.

Digital Colleagues: Friend or Foe?

Contact Center Pipeline

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for customer service jobs and they’re on 24/7/365. They’re not just after customer service jobs either, look out […].

AI IRL Podcast Episode 5: Why chatbots are here to stay

bold360 Blog

Chatbots are everywhere these days. But are those chatbots actually helpful? Are they actually doing what the customers are wanting? And is there a limit to what a bot can help the customer accomplish vs what an actual human can do? Subscribe via iTunes , Spotify and more.

Amazing Business Radio: Brad Birnbaum


How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Every support agent should have all the information about the customer in front of them.

Is Artificial Intelligence the Remedy for Contact Center Attrition?


Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. .

How to Use Social Media to Support Your Customers


Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Some familiar brands have certainly stepped up their game in this regard, much to the joy of customers.

Starting an Ecommerce Business? Here are 9 Exceptional Ways to Build Customer Service

ProProfs Blog

If numbers are to be believed, then almost 97% of ecommerce businesses fail and one of the reasons for this failure is poor customer service. You need to be smart enough to provide the best customer experience for increasing the success ratio of your business. Customer Support

Applications that Improve the Customer Journey


Applications that Improve the Customer Journey. Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. This greatly speeds up the processing time for customers/prospects and reduces errors.

Guest Blog: Customer Communication: Bots are Nice, But Humans are Better


This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?


For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Apple’s Business Chat Has a Golden Moment to Dominate Customer Service


Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. What’s Inside: A Focus on Customer Experience Strategies.

Amazing Business Radio: Jamie Edwards


Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers? Chatbots are with computers and live chats are with people. Where does live chat fit into customer service?

 Is Virtual the Next Reality for Contact Centers?


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.

Strike the Balance Between the Digital Experience and the Human Experience


A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. If a customer needs support, a chatbot may not have all the answers. Zappos is the online retailer that makes it easy to connect with a customer service rep.

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. Customer Support

What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers.

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Amazing Business Radio: Roy Atkinson


Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.

5 Top Customer Service Articles for the Week of January 7, 2018


Each week I read a number of customer service and customer experience articles from various resources. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience.