Execs In The Know

FEBRUARY 21, 2024

AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars. A Poster Child: Customer Support Customer Support is a great example of a people-intensive enterprise process that could benefit from AI-driven hyperautomation. However–what about all the things that cannot be deflected?

Contact Center 98

Contact Center AI Healthcare Start-ups 98

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.

Social Media 87

Social Media AI Technology Technology 87

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

AI 76

AI Start-ups Customer Satisfaction Retail 76

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior. Gather your customer data and really dig into their behavior and expectations. Customer Portal.

Contact Center 156

Contact Center Start-ups Technology Technology 156

CommBox

NOVEMBER 22, 2022

Why It’s Time to Move Beyond Self Service . Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. Challenges of Self-Service.

CX 98

CX E-commerce Net Promoter Score NPS 98

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. The Imminent Chatbot Transformation: A New Era to Succeed a Disappointing History Why do most chatbots disappoint?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

Inside Customer Service

AUGUST 19, 2021

The preventable returns were tools that worked perfectly well, but confused customers couldn't figure out how to use them. So it neglected to invest in customer success. Here's a definition of customer success, why it's important, and how you can use it to win and retain more business. What is customer success?

Retail 147

Retail Start-ups Customer Service Sales 147

Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience. Self-service solutions are readily available and widely used.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Sprinklr

JULY 20, 2021

Every digital channel you offer for customer service is a doorway to helping an essential segment of your customers, but it’s also the source of massive amounts of new messages. Moreover, customers today are less loyal because it’s easier than ever to switch from one brand to the other. Nobody likes feeling ignored.

AI 97

AI Start-ups Innovation Technology 97

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. More recently, Covid-19 accelerated the adoption of chatbots. What are Chatbots? . How Chatbots Increase Sales.

Sales 98

Sales AI Healthcare Omnichannel 98

Logicalware

AUGUST 9, 2023

And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. The chatbot takes care of repetitive requests, allowing agents to focus on more complex enquiries.

Innovation 52

Innovation AI Customer Experience Case Management 52

Intercom, Inc.

OCTOBER 26, 2021

It comes down to three things: We’re customer-first: We value positive customer experiences above all else. We’ll never subject our customers to sub-standard features or half-baked processes just to drive more revenue. Here’s what we look for in a salesperson: They respect the product. They’re resilient.

Sales 160

Sales Start-ups Touchpoint Education 160

Ameyo Callversations

FEBRUARY 16, 2022

In today’s scenario, a chatbot is considered the most trending technology. Whether it’s an emerging startup or large enterprise, chatbots have a crucial role to play where automation is the need of the hour and the banking sector is no exception. Additionally, due to chatbots, customer satisfaction has improved a lot.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

TeamSupport

FEBRUARY 22, 2024

In today's fast-paced business environment, productivity is the name of the game. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

Net Promoter Score 40

Net Promoter Score Omnichannel NPS Customer Satisfaction 40

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Comm100

APRIL 22, 2021

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. By 2025 the chatbot industry is expected to be worth $1.25

AI 98

AI Machine Learning Engineering Education 98

CSAT.AI

FEBRUARY 8, 2023

With the internet buzz around ChatGPT making so much noise it’s easy to miss that AI tools have been a part of customer service for a long time. For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers? Plus, there are other GPT-3 and GPT 3.5

Contact Center 71

Contact Center AI Sentiment Analysis Customer Satisfaction 71

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration. 5 Best Practices for Great Self-Service Customer Support.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Automation is nothing new to the call center industry.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 138

Customer Service Technology Technology AI 138

Zendesk

MARCH 7, 2022

Artificial intelligence, automation, and conversational service are no longer industry buzzwords – our data shows that over 75% of businesses are familiar with conversational service in 2022. With customer experience as a key differentiator, here is how growing companies are benefiting. Real customer stories.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Sentiment Analysis 86

Sentiment Analysis Artificial Intelligence Omnichannel AI 86

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough. Use metrics and act on them.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. This not only fosters customer loyalty but also allows you to learn where you’re excelling (and where you’re not).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

SurveySensum

NOVEMBER 7, 2023

Did you know that 79% of people shop on their mobile devices at least once in 6 months And no matter how attractive or data-driven your marketing campaigns are if you don’t provide a positive mobile CX to your customers then they are 62% less likely to make any future purchases from you? What is Mobile Customer Experience?

Customer Experience 52

Customer Experience E-commerce Start-ups Social Media 52

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Gone are the days of long wait times, repetitive processes, and frustrating customer experiences. of interactions today that are automated using AI.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Intercom

DECEMBER 14, 2023

That transformative power is most evident in the customer service space. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. The best service is no need for service at all Liam: Hello there, and welcome to Inside Intercom.

AI 98

AI Start-ups Legal Technology 98

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves.

Contact Center 121

Contact Center AI Technology Technology 121

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. And this will enable you to retain your customers and make them feel loyal to your brand.

Touchpoint 52

Touchpoint AI Hospitality Hospitality 52

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98