VocalCom

MARCH 18, 2019

According to Forrester, email is actually the most commonly used digital channel for service, with 54% of customers having used it in the past year. Here are six tips for sending perfect emails that your customers will appreciate. Email might actually be a step toward helping the customer use self-service.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

VocalCom

APRIL 8, 2019

However, many customer service experts warn that using this form of AI correctly is essential to improving service—if your company does not design them well, their efforts will backfire and lead to customer frustration. Here are five tips to consider when using chatbots for customer service.

Chatbots 48

Chatbots Contact center software Self service Contact Center 48

VocalCom

APRIL 2, 2018

In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. Furthermore, 57% simply wish to talk to a real person.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

Upstream Works

SEPTEMBER 5, 2019

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.

Contact Center 60

Contact Center Technology Contact center software Self service 60

VocalCom

JUNE 18, 2018

According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. Offer self-service options. Customers can save time if you offer them self-service options. Create discussion forums on your website.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

NOVEMBER 6, 2017

Do they have tips for best practices? Is self-service well integrated into your omnichannel approach? Regular channel maintenance is imperative to ensuring great customer service at all times. Evaluating your customer service practices regularly ultimately reaps the reward of customer loyalty.

Customer Service 48

Customer Service Contact center software Contact Center Interactive Voice Response 48

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52