Zendesk

MAY 24, 2023

Content Cues , an AI-powered feature that identifies gaps in knowledge base content based on trending topics and flags existing content that needs improvement. With Zendesk AI, Rhythm Energy deflected 46% more tickets and reduced escalations by 50%. This makes it easier to keep self-service resources relevant and up to date.

AI 88

AI Customer Service Machine Learning Technology 88

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

TeamSupport

JANUARY 26, 2021

Proactive support is also triggered by remote monitoring, alerting, and product “call-home” features. TeamSupport’s Knowledge Base and ticket deflection feature helps enable customers to solve their own issues and shortens time to resolution. “By

B2B 64

B2B Omnichannel Sales Technology 64

TeamSupport

NOVEMBER 8, 2019

Videos can be useful in creating self-service content that demonstrates features and guides them through processes. While phone calls are a direct way to provide customer support, they aren't always convenient. This method allows customers to share video content easily and enables agents to demonstrate features or steps clearly.

Customer Service 83

Customer Service B2B Customer Satisfaction Start-ups 83

Intercom

SEPTEMBER 28, 2023

They’ll be able to check, “Oh, you haven’t activated this feature yet,” or “What are you actually trying to do?” The activating part of the tool or feature – it’s terrific to have the time and the space to have that conversation. We mentioned deflection earlier.

AI 59

AI Start-ups Education Customer Service 59

Return Customer

APRIL 25, 2018

In the end, you can compile a list of commonly asked questions and publish a FAQ on your website as an ultimate ticket deflection solution. With a search feature, your new self-service help desk will enable your customers to look for solutions wherever they are. Self-Service Helpdesk. We live in a “Google It” era. Bottom Line….

Customer Service 94

Customer Service Social Media Engineering Sales 94

SurveySensum

APRIL 28, 2023

Problem: They discovered that many customers struggled with a particular feature and weren’t receiving adequate support to resolve their issues. Solution: Using the feedback, the company’s customer service team worked to improve the feature’s functionality and created new training materials for support staff.

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

TeamSupport

MAY 24, 2019

These links accompanying the form are a type of ticket deflection, or a way to help customers solve their issue on their own time. Provide self-service links before and after the contact form – First off, if you don’t have a contact form on your main company website, get one right away. in real time.

CRM 40

CRM Customer Relationship Management Education Technology 40

Fonolo

JANUARY 30, 2019

The new system revolves around “IX” which stands for “Intelligent eXperiences,” and organizes the portfolio into four groups: Avaya IX Digital Workplace: Calling, meetings, collaboration, and devices. Avaya IX Mobility: Call deflection to a digital channel and identity management. You can find the press release here.

Contact Center 57

Contact Center Social Media Education Innovation 57

SugarCRM

APRIL 19, 2022

Not every customer service inquiry requires a call with a live representative. Reduce call center costs. Post articles regularly as new features come out or you discover new customer issues. That means more deflected calls, lower call center costs, and improved customer satisfaction.

Social Media 44

Social Media Compliance Customer Satisfaction Omnichannel 44

Zendesk

DECEMBER 2, 2020

Prior to starting Chatdesk with Aneto, I was a Manager at McKinsey & Company, where I led projects around call center operations and customer experience design across Retail and Financial Services. Zendesk Guide has a feature called Content Cues which will provide automated suggestions for new articles in your Help Center.

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Comm100

MARCH 1, 2019

We have hidden the current owners of the bots as we don’t want to call anyone out specifically. One of the most frustrating experiences is when you call up an organization and their IVR system runs you around in circles. When the greeting message deflects the user from using the chatbot, the opportunity to engage the customer is lost.

Artificial Intelligence 41

Artificial Intelligence Machine Learning Start-ups Customer Service 41

Comm100

FEBRUARY 28, 2019

We have hidden the current owners of the bots as we don’t want to call anyone out specifically. One of the most frustrating experiences is when you call up an organization and their IVR system runs you around in circles. When the greeting message deflects the user from using the chatbot, the opportunity to engage the customer is lost.

Artificial Intelligence 40

Artificial Intelligence Machine Learning Start-ups AI 40

Zendesk

NOVEMBER 3, 2023

Generative adversarial networks Generative adversarial networks (GANs) work by training two different learning computers (called neural networks) on the same datasets to generate increasingly more realistic content over time. Think about the auto-suggest feature on messaging apps. VAEs often create generative AI images and text.

AI 52

AI Machine Learning Artificial Intelligence ML 52

Qualtrics

NOVEMBER 12, 2020

We wanted to try and support people who were online and needed help, without them having to call up. I want to welcome you to a podcast series that we're calling the digital playbook. I think some companies may call that a customer listening program -- it depends on where you are. We actually used Qualtrics to do that.

Innovation 26

Innovation Actionable Insights Start-ups Education 26

Intercom, Inc.

MAY 2, 2018

We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. However, for most companies, “self-service” support means a static, monolithic knowledge base intended to deflect customers, hoping they find the answer for themselves. Just launched a new feature?

Start-ups 190

Start-ups Customer Expectations 190

Help Scout

JULY 29, 2021

Instead of calling it a list of FAQ, it uses sports terminology and calls it “Quick Assists.” Nimble AMS’ FAQ showcases its release notes and newest features Nimble AMS is a Salesforce-based association management system (AMS). It’s also done an excellent job grouping commonly asked questions directly at the top.

Start-ups 142

Start-ups Education Sports Engineering 142

Zendesk

JULY 29, 2021

When customers call in for support, the agent they speak with can only work on that one ticket at a time. Automating time-consuming parts of the agent workflow, including one feature that makes it possible for diners to make order changes and initiate refunds themselves, has helped Grubhub reduce their contacts per order by 37 percent.

E-commerce 52

E-commerce Non-Profits Education Start-ups 52

Zendesk

NOVEMBER 9, 2021

At the onset of the COVID-19 pandemic, WestJet saw a 45X spike in customer service calls. Capable of answering hundreds of questions, Juliet deflected tens of thousands of calls from human agents. And research shows that travelers embrace chatbots like the ones featured in this article.

AI 90

AI Hospitality Hospitality Customer Satisfaction 90

Ameyo Callversations

APRIL 5, 2022

How do you manage high call volume at your call center? Customers waiting in long call queues, being addressed with below-par support from the call support team, and your support team being exhausted and strained are some of the primary effects of a poorly managed high call volume situation. Marketing Campaigns.

Social Media 52

Social Media Contact Center Omnichannel CRM 52

Ameyo Callversations

APRIL 5, 2022

How do you manage high call volume at your call center? Customers waiting in long call queues, being addressed with below-par support from the call support team, and your support team being exhausted and strained are some of the primary effects of a poorly managed high call volume situation. Marketing Campaigns.

Social Media 52

Social Media Contact Center Omnichannel CRM 52

Taylor Reach Group

AUGUST 28, 2017

It is a natural progression for a new customer service team, equipped with a CRM to track tickets and calls, to want to search previous tickets for known issues. The next stage is to allow customers to search the KB, thereby reducing the number of calls to the Contact Center. KB’s are therefore an essential customer service tool.

Contact Center 80

Contact Center CRM Engineering Customer Service 80

Zendesk

DECEMBER 7, 2020

At the center of it all are our customers—whom we affectionately call Charmers. As Zendesk continues to expand the functionality of Sunshine over the next year, those automation features will also help us with retention efforts for at-risk accounts, as well as ticket routing, deflection, and creating opportunities for proactive support.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Zendesk

MARCH 10, 2021

The answer is simple: messaging takes the best parts of live chat but upgrades them with modern features such as ongoing conversations, automation, and richer content for a more intuitive and engaging customer experience. Below we’ve highlighted important features and considerations, as well as a few best practices. Out of office?

Start-ups 52

Start-ups Customer Expectations Contact Center AI 52

Zendesk

MARCH 7, 2022

Some of their customer support was outsourced to a call center, while Instagram DMs took on a life of their own. Scaling customer service was difficult because customers would call in but the “call center that had no idea about our product,” they said. Chupi had a more holistic vision for customer care.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Intercom

JUNE 22, 2023

AI represents effective case deflection for those simple break/fix questions where people just need information about how the app works. Now, we’ve transitioned that team into what we call digital customer experience. I know that on the flip of that, some people think “No, you just call it a teammate now.”

AI 59

AI Start-ups Technology Technology 59

Intercom

OCTOBER 4, 2023

First contact resolution (FCR) “First contact resolution” (FCR) measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team. Consider auditing your help center to ensure your content is up to date and that your bot has everything it needs to help your customers.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Intercom, Inc.

JANUARY 24, 2019

I’m running an accelerator program of sorts called Salesforce Accelerate. ” “We knew that if we were going to be successful, we needed to establish that critical mass quickly” So we actually created something called the on demand marketplace. John: What does your current role involve?

Machine Learning 151

Machine Learning AI Innovation Start-ups 151

Ameyo Callversations

JUNE 15, 2021

With our enhanced features for live chat customer interactions , we are aspiring to create an experience that you want while you wait for your pizza delivery and it reaches you in time. We do not want you to struggle with it. Sell An Experience That Your Customers Will Love. Automated Message Templates. Chat-based Ticketing.

Customer Satisfaction 52

Customer Satisfaction Invoicing E-commerce Omnichannel 52

Zendesk

APRIL 23, 2021

We wanted to deflect these kinds of tickets and have more meaningful, consultative conversations with our members and [Zendesk’s] Answer Bot has been the answer.”. The time that automation give back to agents is invaluable. Trent Hoerman, senior program manager at Dollar Shave Club. And bots can route customers to agents with ease.

Start-ups 40

Start-ups Omnichannel Customer Expectations Customer Service 40

Intercom

MARCH 1, 2023

The history of customer service is reactive – businesses trying to manage workload, incoming volume, just trying to manage it as efficiently as possible, put people in a queue, deflection, and all that stuff. They can be like, “Hang on, I’ve had to jump on a call with this customer. It’s going to be a mess.

Customer Service 64

Customer Service Omnichannel AI Start-ups 64

Comm100

NOVEMBER 6, 2017

Schedule the call according to what works for them – don’t deflect towards customer service (there’s a reason your customer reached out via social media instead of calling in the first place!). He called this site securityequifax2017.com. Siloed Accounts.

Social Media 59

Social Media Customer Service Start-ups Legal 59

Intercom, Inc.

JULY 28, 2020

Staying personal meant offering expensive services that aren’t scalable like 1:1 phone calls or 24/7 real-time chat. Efficiency meant deflecting customer interactions through impersonal forms and “do not reply” emails. We’re calling it “conversational relationships.” Either stay personal with customers or get efficient.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

Intercom

JULY 17, 2019

But a knowledge base – or, as we call it here at Intercom, a help center – shouldn’t stand alone as your only support option. Update and publish help articles as soon as you launch new features. It’s immediately after a feature release that your customers will be most curious, and therefore have the most questions.

Education 122

Education Start-ups Gaming Customer Experience 122

Intercom, Inc.

MARCH 29, 2022

We’re used to being left on hold, being swamped with irrelevant messages in spam, trying new products or features that are just hard to navigate and use. We sort of have ticketing queues, we’ve got ‘do not reply’ emails, you’ve to call to cancel contracts. How often do you call them? Not very often.

Start-ups 118

Start-ups Innovation Sales NPS 118

Intercom

DECEMBER 14, 2023

Our traditional end-of-year compilation is back, featuring highlights from a year of great conversations on the Inside Intercom podcast. Obviously, a lot of us have seen the Microsoft announcement about bringing these features into Word and stuff. When ChatGPT made its grand entrance, it shook the entire tech industry to its core.

AI 98

AI Start-ups Legal Technology 98