CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. But first, let’s understand the core differences between Conversational AI and Generative AI. What is Generative AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

Intercom

OCTOBER 4, 2023

An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. How can AI help customer service? How can AI help customer service?

AI 88

AI Customer Service Machine Learning Technology 88

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Customer Service 91

Customer Service Compliance AI Customer Satisfaction 91

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. When it comes to customer service, you really do reap what you sow.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

CommBox

JUNE 25, 2023

But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? It’s a straightforward equation: more customers being served with a high level of service means more agents are required. Indeed, there is.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 107

AI CX Artificial Intelligence Predictive Analytics 107

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. Live chatbots stand out for their ability to address customer queries and provide instant support in real-time.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Ameyo Callversations

JULY 10, 2022

On the other, there are higher contact volumes via inbound and outbound customer communication channels paired with complex consumer problems. This is where technology, in the form of conversational AI, comes to the rescue. Why Do Businesses Need Conversational AI for Customer Service?

AI 52

AI Customer Service Contact Center Social Media 52

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Here are a few notable examples.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Advanced technology is making change possible. AI can perform complex tasks quickly, repetitively and—most importantly—accurately. AI-powered analytics optimize patient and member services.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

RateMyService

FEBRUARY 23, 2024

AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy.

AI 52

AI Customer Experience Customer Loyalty CX 52

Execs In The Know

JANUARY 23, 2024

Ensuring the functional and personal support workers need is not just the correct ethical approach to running a business; it’s actually the bedrock upon which consistent customer satisfaction and business performance are built. AI is poised to have a similar effect today, reshaping the labor market in unexpected ways.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. It’s not a great track record.

Technology 78

Technology Technology Customer Service Social Media 78

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Let’s delve into the pros and cons of each to empower informed decision-making.

Contact Center 69

Contact Center AI Technology Technology 69

Zendesk

MAY 8, 2023

In response to macroeconomic pressure, technology companies of all sizes have been tightening their belts and flattening their org structures. With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount. ” How Unity saves $1.3

AI 98

AI CX Customer Satisfaction Omnichannel 98

Experience Investigators

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy.

AI 52

AI Customer Service Customer Experience Machine Learning 52

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. I’m slow to grasp new concepts but once I do grasp them I generally understand them very well.

AI 275

AI Machine Learning CX Net Promoter Score 275

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? What is Generative AI? How Does Generative AI Work?

AI 52

AI Artificial Intelligence Gaming Technology 52

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Note: Churn as a loss can be applied to customers or agents.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Uniphore has always been committed to building a robust partner ecosystem to support our customers.

Innovation 179

Innovation AI Artificial Intelligence Sales 179

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 76

Customer Service Social Media Omnichannel AI 76

SurveySensum

MAY 2, 2024

These examples will showcase how closing the loop isn’t just good practice but a game-changer in the quest for customer loyalty and business success. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. The Power of Proactive Action Imagine Sarah, fuming after a buggy website purchase.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. What are AI chatbots? AI-based chatbots.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 52

Technology Technology Customer Service E-commerce 52