aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. What do they do?

Customer Support 81

Customer Support Virtual Agent Coaching Management 81

Netomi

AUGUST 31, 2022

At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. Customer Effort Score (CES). trillion 1.

Customer Service 75

Customer Service Metrics Virtual Agent Customer Support 75

TechSee

MARCH 7, 2022

AI-powered customer service solutions are cost-saving and drive higher ROI as customers have come to expect and rely on accessible 24/7 digital support. Self-service platforms decrease overhead and customer support costs while increasing customer engagement. Knowledge Base. Cost Effectiveness.

Self service 109

Self service Customer Service Customer Experience Virtual Agent 109

Nicereply

JANUARY 4, 2023

That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Here’s how your business can deliver and maintain a consistently high level of customer service while also reducing your support costs.

Customer Service 59

Customer Service Chatbots Self service Call Center 59

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Customer Benefit. Intelligent virtual agents (IVAs). Technology.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

Netomi

SEPTEMBER 20, 2021

Human escalation via agent desk integration ( Zendesk , Freshworks , Salesforce , Khoros , Zoho , Sprinklr, Shopify ). Knowledge-base integration. Dedicated customer success team. The AI responds to a range of employee questions by surfacing knowledge base content. Knowledge Base Management.

Chatbots 126

Chatbots Customer Service Surveys APIs 126

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. This union between agents and bots in 2018 is good news for customer service.

Customer Service 49

Customer Service Chatbots Customer Experience Contact Center 49