Comm100

MARCH 21, 2023

In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Zendesk

APRIL 21, 2022

Live chat is a must-have customer support channel, but that doesn’t mean it’s one-size-fits-all. These three ecommerce companies–Mack Weldon, HUM Nutrition, and KEEN Footwear–have developed the live chat best practices that best support their customers. First steps in setting up a live chat strategy.

CX 98

CX Omnichannel Sales Customer Loyalty 98

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. You can send error-free messages during an ongoing live chat conversation as well. Without further delay, let’s dive in!

Customer Service 138

Customer Service Technology Technology Start-ups 138

CommBox

MAY 11, 2022

These days, more consumers than ever ( 69%, in the US ) are demanding a live chat feature as standard. According to data from Gartner, a preference for live chat spans the generational divide, too. Live chat is the top option for shoppers aged 18-49 (all millennials, with some Gen X and Z thrown in).

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat. How does live chat work?

Artificial Intelligence 113

Artificial Intelligence Start-ups Social Media CRM 113

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. The last year hasn’t been easy.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Comm100

NOVEMBER 2, 2022

With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers. Total Number of Chats. Response Time.

AI 89

AI Customer Satisfaction Start-ups Education 89

Comm100

SEPTEMBER 28, 2021

In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. That included tips on how to engage with leadership, collect feedback from your organization, and communicate change.

Customer Service 89

Customer Service AI B2C Technology 89

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Step 1: Introduce live chat software. The key benefit of live chat is its speed.

Omnichannel 79

Omnichannel AI Artificial Intelligence Start-ups 79

Intercom, Inc.

OCTOBER 1, 2022

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities. Here’s how: It provides convenience, flexibility, and always-on support to customers.

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Customer Service Life

APRIL 12, 2023

In this post, I’ll share a quick rundown of some of these recent conversations along with a handful of articles I’ve had the privilege of contributing to. But the thing I love about Rick’s show is how he explores the crossroads of customer experience and travel. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value.

Outlook 116

Outlook Innovation Omnichannel Education 116

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Learning management system (LMS) platforms.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Shep Hyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. Customers want to be able to reach a live person when they need assistance.

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. “How are support teams adapting to this new uncertain reality?”

B2C 217

B2C B2B Education Healthcare 217

Aquire

JUNE 3, 2021

For example, 54 percent of organizations report their customer experience operations are managed in silos. For example, 54 percent of organizations report their customer experience operations are managed in silos. Information that could have been in one place, now lives in disparate sources. The nightmare of silos.

Customer Experience 104

Customer Experience Social Media CRM Customer Service 104

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. But without extensive resources, how can you provide truly personalized service? Chatbot growth continues.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support. Why is higher education adopting live chat?

Education 89

Education Omnichannel B2B Customer Service 89

Intercom, Inc.

NOVEMBER 20, 2018

You can resolve complex issues through live chat in a matter of minutes. You can resolve complex issues through live chat in a matter of minutes. Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships.

Social Media 146

Social Media Sales Customer Loyalty Start-ups 146

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Social Media 156

Social Media Start-ups CX Customer Experience 156

Intercom, Inc.

NOVEMBER 17, 2021

For the past 25 years, she’s been helping people and businesses draft their own style guides and write better emails, chats, and social media messages to improve both communication and the customer experience. Only then can you encourage them to take macros and knowledge articles and customize them as the situation calls for.

Start-ups 118

Start-ups Social Media Customer Service Government 118

Help Scout

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. FAQ software, also commonly referred to as knowledge base software, is a tool that makes it easy to create, organize, manage, and publish self-service content. What is FAQ software?

Start-ups 96

Start-ups Customer Experience 96

Comm100

SEPTEMBER 14, 2022

Understanding how to increase student enrollment starts by understanding prospective students and how they want to engage. With that in mind, in this article we’ll look at some of the ways colleges and universities can engage with students how, where and when they want. Break down the barriers to connect.

Education 52

Education Social Media Omnichannel Start-ups 52

Intercom, Inc.

JUNE 23, 2020

And because these modern tools are easier and more enjoyable to use, and agents aren’t answering repetitive questions, Support Managers are seeing happier, more productive support agents, who are staying in their roles much longer. There are massive risks for those who don’t follow. Customer support is undergoing massive, irreversible change.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Comm100

SEPTEMBER 13, 2021

In this article, the first in a series on digital transformation in customer service, we’ll cover: What is digital transformation When digital transformation meets customer service Why digital transformation in customer service is the now, not the future How to transition towards digital transformation as a company. .

Customer Service 89

Customer Service Social Media Omnichannel Technology 89

SurveySensum

JANUARY 5, 2023

But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? . End-to-end customer support (Live chat, email, help articles, etc.). Live chat, online in-person training, etc. . Live chat . Live chat .

NPS 52

NPS Start-ups Customer Service Customer Satisfaction 52

Zendesk

DECEMBER 4, 2020

We live in a world of one-click checkouts, next-day shipping, and many other forms of instant satisfaction. This customer experience solution lives — you guessed it — on the internet. It provides your customers with the answers to their questions and solutions to their problems via articles, videos, and more.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

Intercom, Inc.

JULY 31, 2019

53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go. But how do you staff live chat for your marketing without ballooning your headcount? By using chatbots. What is chatbot marketing?

Sales 177

Sales Start-ups Engineering Technology 177

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

CX 52

CX Start-ups AI Technology 52

Intercom, Inc.

MARCH 25, 2020

We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing. Custom Bots. Find out more about Resolution Bot here.

Start-ups 160

Start-ups 160

Aquire

AUGUST 2, 2021

If you already know an issue has arisen, you can send customers knowledge base articles or let them know how they can best reach you, which will help resolution times. Conventionally, when customers are having issues, they’re the ones who contact customer service to get them resolved. This is called reactive customer service.

Customer Service 98

Customer Service Social Media Social Listening Start-ups 98

Comm100

AUGUST 8, 2022

As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space. For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands.

Customer Service 81

Customer Service Machine Learning AI Social Media 81

Intercom, Inc.

APRIL 1, 2020

We are living through unprecedented and unsettling times – in just a few months, the COVID-19 pandemic has reshaped the world as we knew it. Evelyn Clinton, Content Marketing Manager. My favorite thing has been the recreation of live events online, mimicking that shared experience we normally get in person.

Government 201

Government Start-ups Sales Technology 201

Comm100

APRIL 10, 2024

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. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

Intercom

NOVEMBER 5, 2018

And today, there’s one channel where more potential customers are than any place else: messaging and live chat. Smart businesses today are realizing there’s a better way to do business and have started to use live chat messaging for everything, across the spectrum of sales, marketing and support. What is live chat?

Net Promoter Score 119

Net Promoter Score Sales Start-ups Artificial Intelligence 119

Help Scout

JULY 8, 2021

Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests. Next, you create a Google Group — if you’re not familiar, this article covers the topic. This is the point where most companies start looking for solutions to help them organize their support efforts.

Outlook 113

Outlook Start-ups Customer Service Customer Expectations 113