Comm100

FEBRUARY 12, 2023

Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface. This information can be provided to students as text, images, video, or links within the chat window.

Chatbots 72

Chatbots Education Self service Personalization 72

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

ThriveableBiz

JANUARY 18, 2023

Which BTW we should already be doing during the current high cost-of-living situation. We humans are complex A key reason for their eventual success, despite small and hard-grinding beginnings, was their understanding of primal human drivers that don’t change, whatever the economic climate.

Marketing 98

Marketing Banking Education Feedback 98

Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. They are capable of resolving up to 80% of all queries.

Customer Service 85

Customer Service Chatbots Healthcare Wait times 85

Nicereply

JUNE 21, 2021

As live chat and text become more popular channels within customer service, response expectations are increasing. It’s a challenging skill that we don’t receive a lot of practice on. Admitting what you don’t know is a skill that has to be practiced and encouraged inside a support team. Take a guess!

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So, how to tie the B2B lead generation strategies and best practices? The concept of one-size-fits-all does not work for a successful B2B lead generation strategy. Not all the best practices are tactics that work in a similar way.

B2B 71

B2B Best practices CRM Sales 71

Blueship Call Center

JULY 24, 2023

To answer this topic, let’s first discuss email support. If you want to improve customer happiness, interact with your client base, or foster customer loyalty, outsource chat services. Additional help options include phone, chat, and social media. Live chat and phone assistance are thus preferable.

outsourcing 56

outsourcing Call Center Average Handle Time Customer Support 56

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Top Pick: Creating a winning customer-centric marketing strategy.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

DECEMBER 18, 2023

Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. What You Can Do About It In today’s increasingly technological world, companies live and die by online reviews; and I am not just referring to Yelp or Google reviews (though those matter, too).

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. Other than these, you can also try using post-chat form , to capture valuable customer feedback once a chat comes to an end.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. In this webinar, we’ll help you learn what needs to change, giving you practical ideas for safeguarding and improving your customer satisfaction while being mindful of cost reduction and ROI.

Benchmark 40

Benchmark Personalization Customer Service 40

Eptica

JANUARY 29, 2020

Author: Anne-Merete Jensen - Senior Business Consultant Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Share this page on: Tweet.

Customer Service 79

Customer Service Self service Best practices Consulting 79

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

SaaS 98

SaaS Benchmark Metrics Consulting 98

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? This is where customer success comes in. Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

JustCall

JANUARY 23, 2024

A WhatsApp Business template is a perfect way to craft smart texts and responses for common topics of conversation. Keeping templates handy ensures you practice the right forms of interaction and improve your chances of conversions. WhatsApp promotion message template: “The biggest sale of the year is live now!

Accountability 52

Accountability APIs Feedback Sales 52

Netomi

DECEMBER 7, 2022

To speak with a live agent over the phone is no longer an option. This changes the customer experience dramatically, steering them only towards digital channels such as social media and web chat. Unfortunately, in practice it is counter-intuitive. In theory, it sounds like a smart strategy. Was the issue successfully resolved?

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

Creative Virtual

APRIL 16, 2020

In this project, we have built a successful collaboration with the product owners: the client is involved in the content curation process, adding new and amending existing questions and answers, while Creative Virtual deals with the AI related and more complicated tasks, such as NLP (natural language processing), semantics and approvals.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

CSM Magazine

DECEMBER 3, 2021

Customer-oriented businesses like casinos go the extra mile to make people’s lives easier, even if it means working harder. Casinos attain success not necessarily by appealing to players’ basic emotions and instincts, but by using every possible angle of guest service to achieve the desired outcome: loyalty.

Customer centricity 59

Customer centricity Analytics Self service Customer Service 59

Kayako

AUGUST 11, 2016

No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. These costs are fully 10 times higher than the cost-per-conversation of live chat. Stay on topic.

Scripts 0

Scripts Education Customer Support Self service 0

Playvox

MAY 26, 2022

Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. And with 69% of service agents considering leaving their customer service role altogether, it’s best to take action to improve morale. Ignoring the issue is costly.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Creative Virtual

SEPTEMBER 6, 2018

The conference features case studies, industry use cases, and a series of interactive, topical panel discussions. This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Quiq

DECEMBER 29, 2021

Integrate bots with live agents so agents can send a customer to a bot to answer questions, and bots can send customers to live agents for more complicated issues. Your website is the best place to start, but expand your availability to sites like Facebook, Instagram, WhatsApp, Google Business Messages, Apple Business Chat, and more.

Gamification 52

Gamification Chatbots Sales Surveys 52

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Demonstrating the value of Customer Success to executives is crucial. So how do you do build the business case for customer success? So how do you do build the business case for customer success?

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. The other is the interchange between live and virtual assistance.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Fonolo

NOVEMBER 17, 2020

Which Topics Are Most Important for Your Customer Service Department in 2017? While these metrics are crucial, they only indirectly help a company understand how the contact center contributes to financial success. How can contact centers provide the best care on the voice channel? FCR is the Most Important Metric.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

RapportBoost

NOVEMBER 25, 2018

By anticipating the needs of your customer, you can guide them to the very best resolution path and ensure a consistently excellent experience. This is a great topic, and I’m looking forward to discussing it with two great people!”. is the leading chat analytics platform for brands to boost sales and engage customers.

Contact Center 40

Contact Center Average Handle Time Analytics Best practices 40

Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Contact Center 55

Contact Center Consulting Consulting Healthcare 55

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Sending an email with the appropriate intent at the right time is essential to a good customer success email. The below-listed Customer Success email templates , fortunately, will make your life easier. What are Customer Success email templates?

APIs 52

APIs Accountability SaaS Marketing 52

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Brad Davis, Digital Customer Success Manager. Chae Stewart, Digital Customer Success Manager. Danielle Hawkins, Customer Success Manager.

Education 52

Education Best practices Journey mapping Analytics 52

JivoChat

AUGUST 22, 2023

You can write articles about every destination you go to, for example, city guides, the best places to eat, main tourist attractions, and much more. For example, a persona could be Mary, a 26-year-old woman who lives in NY, has recently graduated, works as an architect, and loves to travel in every free time she has.

Engineering 75

Engineering Analytics Best practices Customer Support 75

CSM Magazine

JANUARY 5, 2022

In 2022, customer engagement through social channels, such as Facebook Messenger and WhatsApp, will become the preferred customer service channel over traditional phone, email, and live chat. Now, employees can divide the workday into two or more parts during the hours that best fit their needs and maximize their earnings.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Interaction Metrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success. After a quick, short chat, the agent thanks the customer and says, “You have been so helpful. Let’s get started!

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

Creative Virtual

NOVEMBER 10, 2020

The event speakers covered a variety of topics with a strong emphasis on digital innovation and transformation within the contact centre industry. The companies that have the most success with their CX strategies take an approach that combines digital channels and the contact centre.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

Kayako

DECEMBER 6, 2018

Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike. In this article we are going to explore the best and most effective ways to approach customers for feedback. c) Live Chat.

Feedback 69

Feedback Surveys B2B Personalization 69

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. And, thanks to the opening number, it had the distinction of being the largest (though likely last) Customer Success/rap event in history. NVM CEO Dennis Fois talked about this during his own Pulse keynote and fireside chat with Nick.

Contact Center 48

Contact Center Best practices Sales Metrics 48