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?
Discover what’s new in improving self-service and allowing customers to answer their own questions with knowledge bases and automated chatbots.
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?
How do chatbots enable people and computer systems to interact using voice or text? Discover what is a conversational user interface and how to leverage it.
FCR reduces churn and turns customers into brand fans, but how do you increase your first call resolution rate? Here some best practices!
If you’ve been away for the past few weeks or months—let’s say on holidays or on a spiritual retreat—you might have not heard about the Great Resignation yet. It’s been all over the media and CEOs around the world are throwing up their hands. But what is really happening, and also, why?
If you are building a chatbot that needs to have transactional capabilities chances are you’ll need to stack different bots to be able to process these complex requests. That’s when metabots come handy.
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.
We’ve listed the top Knowledge Management KPIs to help you make sure your KMS strategy is solid and leads to success.
It is now possible to perform processes such as check-in and reservation management via WhatsApp.
We often get asked by prospects or even by our customers what the standard or benchmark for self-service is. This is a very legitimate question as organizations need to justify expenses and ensure all investments…
According to IBM, businesses globally spend over $1.3 trillion each year in order to handle approximately 265 billion customer service calls. Self-service solutions, such as chatbots and knowledge management, can help businesses save on customer…
Any online customer service inevitably has to deal with unsatisfied customers. Whether on social networks, by email or in comments, dissatisfied customers will let your business and the whole world know that they’re unhappy. Self-service…