Comm100

AUGUST 31, 2020

With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?”,

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Comm100

AUGUST 31, 2020

With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?”,

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Zendesk

JANUARY 21, 2021

That’s why KCS , knowledge-centered service, is a widely adopted approach to steer service processes in the right direction. 66% of adults feel that the most important thing a company can do to provide them with a good online customer experience: value their time. What is KCS? The average large business in the U.S.

Artificial Intelligence 98

Artificial Intelligence Engineering Machine Learning AI 98

Zendesk

OCTOBER 31, 2022

Shopify Premium for Zendesk (Support) is the powerhouse app retailers have been waiting for, loaded with industry-leading tools to turn your customer service team into SuperAgents. Allow agents to instantly view customers’ order history as soon as they open a ticket. Never keep your customers waiting again.

Contact Center 98

Contact Center Finance Compliance Omnichannel 98

SugarCRM

APRIL 23, 2021

They’re all known for delivering excellent customer service. No matter how good a company is at controlling costs, hiring talented employees, and developing innovative products, few brands succeed without putting customers first. Empower Customer Service Professionals. Reduce Response Times.

Customer Service 36

Customer Service Artificial Intelligence CRM Customer Satisfaction 36

Comm100

DECEMBER 2, 2021

For customers, this integration provides a seamless and excellent experience. For financial services organizations, omnichannel platforms allow support agents to be everywhere that their customers are. Chatbots provide service that is fast and accurate – but that shouldn’t happen at the expense of the human touch.

Customer Experience 90

Customer Experience Omnichannel Machine Learning CRM 90

SugarCRM

MARCH 15, 2022

It’s just a fact of doing business—your customers will need help at some point. Whether it’s about your products, their account, or something else, customer support is the way they get answers to their most pressing questions. But what does it mean to provide the best customer support, and what can you do to improve yours?

Social Media 48

Social Media Omnichannel AI Education 48

Comm100

APRIL 30, 2020

But managing agents working from home still poses many difficulties. For the agents, working remotely can create more distractions and questions, with less support and motivation – all at a time when they are likely facing queries they’ve never had to answer before. Empower agents with canned messages and AI assistance.

Omnichannel 52

Omnichannel AI Social Media Start-ups 52

Comm100

FEBRUARY 17, 2022

In an Academic Impression’s survey, only 8% of higher education professionals from 79 colleges and universities graded their institution’s student-centric service with an ‘A’. So what are the key ways to improve higher education customer service ? How can higher education meet student support expectations?

Education 52

Education Social Media Omnichannel AI 52

Comm100

FEBRUARY 17, 2022

In an Academic Impression’s survey, only 8% of higher education professionals from 79 colleges and universities graded their institution’s student-centric service with an ‘A’. So what are the key ways to improve higher education customer service ? How can higher education meet student support expectations?

Education 52

Education Social Media Omnichannel AI 52

Comm100

FEBRUARY 17, 2022

With technology at their fingertips, they have become accustomed to seamless digital experiences and so expect this same experience in customer service and support. So what are the key ways to improve higher education customer service ? When it comes to support expectations, students hold a high bar.

Education 52

Education Social Media Omnichannel AI 52

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. But for this success to happen, this information can’t be siloed.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. But what do you need to do to prepare your agents to use the system? You could simply give technical training on the new system, then let your agents loose. Congratulations! Download Now.

Customer Service 41

Customer Service Customer Satisfaction Customer Experience Sales 41

Comm100

MAY 14, 2021

This is because they are neglecting a critical area within it: the agent experience. Customer service agents are the voice of a brand. They have a huge impact on every stage of the customer journey – whether a customer makes their first purchase, returns to make another, or recommends others to buy.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Callminer

AUGUST 6, 2019

Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. If your agents feel that the software is disruptive or difficult to use then their productivity will suffer. “If

Contact Center 140

Contact Center VOC Social Media AI 140

SugarCRM

JULY 23, 2020

We are all facing new business challenges when it comes to providing the kind of service our customers expect from us. The more we embrace remote and distributed workforces, the more we must consider how working from home can affect the ability of customer service agents and other customer-facing employees to do their jobs.

E-commerce 47

E-commerce Omnichannel CX AI 47

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. So, what makes this different from normal routing systems?

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Comm100

MARCH 2, 2022

As a result, members often have high expectations when it comes to customer service and credit union member experience. It does require some patience by our agents as they discover the technology, but our members appreciate it, and they love using it.” With this has come a high appreciation of customer experience (CX).

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52

CSAT.AI

OCTOBER 16, 2019

As better and better products and experiences are created, customer demands shift with them. Customers expect what they desire ( like a heated tea tray in their car rear console. As the Nielsen Total Consumer Report 2019 details, brands need to value and protect the faith they receive from customers.

Outlook 52

Outlook Sentiment Analysis AI Innovation 52

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Live chat is a web app that allows website visitors to message in real-time with support agents. People expect fast customer service.

Customer Satisfaction 72

Customer Satisfaction Sales Education Compliance 72

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company.

Social Media 83

Social Media B2C B2B Omnichannel 83

Comm100

FEBRUARY 1, 2023

Benefits of live chat in higher ed Higher education live chat use cases Best live chat for higher education Live chat for higher education is a tool that sits on websites that lets students communicate in real-time with support agents using a chat window similar to messaging apps.

Education 86

Education Omnichannel B2B Customer Service 86

Comm100

NOVEMBER 3, 2016

Use these tips to help strengthen your customer service team: Offer incentives for current agents to increase hours over holidays. Make sure all processes, software, and agents are ready to withstand greater demands. Enhance Self-Service Options. Customer Community. FAQ and Help Pages.

Entertainment 45

Entertainment Social Media Customer Service Retail 45

ModSquad

JULY 25, 2019

As a result, customers are able to choose their preferred method for contacting support agents. To maximize your company’s success, increase ROI, and boost customer satisfaction, you need an omnichannel support strategy that’s diverse and satisfies each customer’s needs.

Omnichannel 61

Omnichannel Social Media Gaming Customer Retention 61

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. Disaster #1 – Agents Divorced From the Customer Expchaterience. Agents also aren’t reading chat histories. Invest in quality agent training.

Start-ups 45

Start-ups Customer Expectations Customer Service Customer Experience 45

Comm100

JUNE 25, 2019

This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. What is Agent-facing AI?

AI 48

AI Contact Center Sentiment Analysis Machine Learning 48

Provide Support

JUNE 15, 2016

8 steps to a more productive live chat support. If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you.

Social Media 45

Social Media Start-ups Customer Service 45

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. Disaster #1 – Agents Divorced From the Customer Expchaterience. Agents also aren’t reading chat histories. Invest in quality agent training.

Start-ups 40

Start-ups Customer Expectations Customer Service Customer Experience 40

SugarCRM

OCTOBER 12, 2022

Productivity Improvements in Sugar Sell. The Self-Service Center includes capabilities to accelerate sales, customer onboarding, and customer service. Understanding that service agents work best using case queues, we’re happy to announce that the Q4 2022 release for Serve will include queues in the Service Console.

Omnichannel 26

Omnichannel Innovation Sales Customer Service 26

SugarCRM

AUGUST 3, 2021

Renewals Console provides automations specific to subscription-based businesses, including no-touch renewals. Sugar Serve: Process-Driven Customer Support. The culminating component of excellent CX is customer service. It gives customers the means to communicate with their agents through notes and attachments.

Technology 26

Technology Technology CX Data Entry 26

SugarCRM

NOVEMBER 27, 2020

No one knows better than customer service managers know how vital customer communication is to the success of a business or its product through every avenue of the company. SugarCRM offers an excellent tool to help your business manage customer communication, and it’s called SugarLive. What Is SugarLive?

Real Estate 26

Real Estate Machine Learning Start-ups Customer Service 26

SugarCRM

AUGUST 29, 2019

SugarIdentity is a cloud-based identity management service intending to provide a central area to manage user identity areas across all Sugar applications. Not only will SugarIdentity introduce new UI components (like a cloud settings console and login services), but it will bolster the current authentication model.

Customer Service 22

Customer Service CRM 22

Comm100

MARCH 7, 2019

In fact, 61% of consumers think that chatbots are the future of customer service. Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. What can my agents do with the bots? Reserve my seat.

Machine Learning 52

Machine Learning Sentiment Analysis Artificial Intelligence AI 52

ModSquad

JULY 25, 2019

As a result, customers are able to choose their preferred method for contacting support agents. To maximize your company’s success, increase ROI, and boost customer satisfaction, you need an omnichannel support strategy that’s diverse and satisfies each customer’s needs.

Omnichannel 40

Omnichannel Social Media Gaming Customer Retention 40

Transcosmos

JANUARY 7, 2019

The industrial revolution had business owners build factories with a production line to speed up the manufacturing process. Organizations have benefited greatly from outsourcing , with productivity getting a nice overall boost. Robotics process automation also seeks to improve business productivity but in a different manner.

Finance 52

Finance Artificial Intelligence Data Entry Manufacturing 52

Comm100

MARCH 7, 2019

In fact, 61% of consumers think that chatbots are the future of customer service. Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. What can my agents do with the bots? Reserve my seat.

Machine Learning 40

Machine Learning Sentiment Analysis Artificial Intelligence AI 40

SugarCRM

DECEMBER 27, 2022

This update will bring benefits to both new and our existing SugarCloud customers: Get more for less: Customers will enjoy additional capabilities without buying and paying extra for several add-on products. The Self-Service Center includes capabilities to accelerate sales, customer onboarding, and customer service.

CRM 29

CRM Start-ups Sales CX 29