Discover the latest developments in the automation of customer service thanks to the use of AI that allows generating automatic interactions and reducing the number of repetitive questions and queries
A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction. High call volume happens when your call center is receiving more calls than it […]
If you want your customers to stay loyal to your company, you should make sure that you understand exactly what they need. This will help you to deliver the right products and services at the right time. The idea is to try to anticipate what they might need before they ask for it as the […]
Discover how to uncover trends from your support data with a unique content and conversational analysis tool for chatbots and search engines
It is nowadays difficult to imagine prehistoric human species drawing inside caves as a way to tell other tribe members where to hunt or how to harvest. Yet, this was a common way of communicating during that era. Since then, we’ve invented and created thousands of methods to talk—and sell—to each other.
Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?
Customer demands have shifted towards digital channels, 24/7 services from multiple devices, but they still demand personalized interactions with humans. How do modern live chat support systems leverage digital tools to deliver the best of both worlds to customers?
Investing in a ticketing system is a good start, but how do you get the most out of it? To keep your customer service team running like a well-oiled machine, you need to optimize your support ticketing workflows. This article gives you the recipe for reduced handling times and increased agent productivity and responsiveness when addressing customer queries and concerns.
For years, customers have been demanding more from their financial institutions. Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks.
Automation is ecommerce’s greatest ally, and AI chatbots are its weapon. Explore winning ways to add them to your Black Friday strategy.
FCR reduces churn and turns customers into brand fans, but how do you increase your first call resolution rate? Here some best practices!
The conversation with customers has changed. But have you upgraded and adapted your customer support? Discover the 4 essential tips to provide great conversational experiences.
With voice search being 3x faster than text-based methods, there is no wonder why it has become one of the most popular search methods.
Discover in this article why implementing a smart FAQ or knowledge management solution can help answer customer requests and doubts and strengthens brand loyalty and trust.
Chatbots and virtual clerks can simplify customer care’s work and speed up resolution times while automating a huge amount of support answers.
Building a chatbot can feel overwhelming. What is important? What isn’t? What should I keep an eye on? In our latest blog post, we’ve gathered 10 cool chatbot examples to inspire you.
One feature that can tell apart two different types of chatbot instances is the way they engage with customers. That’s when we talk about reactive and proactive chatbots.
Nobody likes to be kept waiting. In today’s fast-moving world, we expect things to happen quickly. Response times from customer services are no exception.
Customer experience has become a key brand differentiator in a growingly competitive business landscape. As a result of this, there has been an increasing call for enterprises to optimize their customer service. Today, companies must…
Innovative technology, such as on premise ERPs and internet fax software, provide essential streamlining of essential processes that help businesses to succeed. One such process that managers will be keen to refine in this way…
Over the past several decades, customer experience has grown into a critical component of any company’s success. In our fiercely competitive digital world consumers are more powerful than ever and points of contact are ever…
2020 has been a challenging year for businesses all around the globe and has impacted customer service and operations.As a new year starts, the business world undoubtedly needs to find solutions in order to face…
We’re proud to announce the launch of our new podcast series, called “The Future of Customer Service”.
