Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. How does live chat work?

Artificial Intelligence 113

Artificial Intelligence Start-ups Social Media CRM 113

Comm100

MARCH 21, 2023

99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. 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.

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

Intercom, Inc.

APRIL 6, 2020

“Hiyacar has handled almost 100,000 new conversations through Intercom in the last two years” Delivering 24/7 support to thousands of members. Using Messages , Inbox , Articles , and Resolution Bot , Hiyacar has handled almost 100,000 new conversations through Intercom in the last two years. Recent TrustPilot review.

Customer Satisfaction 220

Customer Satisfaction Start-ups Technology Technology 220

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 Start-ups 138

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. What follows is a lightly edited transcript of the event.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

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. What is a customer self-service portal? What are the benefits of a customer self-service strategy?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Gaming 52

Gaming Sales Customer Service Customer Experience 52

TeamSupport

JANUARY 22, 2024

What is Automation? Automation enables the elimination of repetitive, mundane tasks, freeing up valuable time for support agents to focus on more complex and high-value tasks. This strategy only boosts productivity, but also enhances the capacity of support teams. Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Comm100

MAY 16, 2023

Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential.

Education 79

Education Engineering Compliance 79

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a. Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 59

Artificial Intelligence Contact Center AI Omnichannel 59

Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. The result?

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. To achieve this, organizations must deliver support that is fast, convenient, and now more than ever – personalized.

Customer Service 66

Customer Service Omnichannel Customer Satisfaction Touchpoint 66

Intercom, Inc.

NOVEMBER 13, 2018

The holidays are quickly approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team. . To help you stay on top of your support this season – without increasing overhead – we’ve curated a few tips for automating your support load.

B2C 183

B2C Engineering Start-ups Customer Expectations 183

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.

Education 89

Education Omnichannel B2B Customer Service 89

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That doesn’t mean live agents are going to disappear. This article suggests three “projects” to consider. Pun intended!)

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Zendesk

DECEMBER 18, 2020

While a rich, modern messaging experience is a technical reality, it may feel out of reach for startups who are, say, establishing a customer support team for the first time. Self service: Expand your library of help center articles. A good goal is 40 articles within the first year of funding, according to our startups benchmark.

Social Media 98

Social Media Retail Start-ups Customer Survey 98

Comm100

MAY 4, 2022

While telephone and email were once the go-to support channels, today’s members now expect more. 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.

Omnichannel 79

Omnichannel AI Artificial Intelligence Start-ups 79

Help Scout

AUGUST 3, 2021

For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support. What is FAQ software? With it, companies are able to publish collections of articles that feature tutorials, answers to frequently asked questions, how-to guides, and more. .

Start-ups 96

Start-ups Customer Experience 96

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. Whether it’s checking on shipment status, processing refunds, or fielding requests for payment relief, support reps are facing mounting pressure.

B2C 217

B2C B2B Education Healthcare 217

Intercom, Inc.

NOVEMBER 20, 2018

The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. You can resolve complex issues through live chat in a matter of minutes. Answering support tickets with quick videos. Will they be available when you have a support problem Friday at 4:30 pm?

Social Media 146

Social Media Sales Customer Loyalty Start-ups 146

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

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. First, we’ll look at what customer engagement systems do and why you need one. Then we’ll consider what to look for in an engagement platform. Customer support platforms. Customer success software.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

TeamSupport

MAY 3, 2023

Customers expect to have access to fast and easy customer support when and where they need it. What’s the best way to balance customer needs with the number of customer support agents available at any given time? What is ticket deflection? What does this look like in the real world? What are your security policies?

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.

Social Media 98

Social Media Engineering Technology Technology 98

Comm100

JULY 5, 2022

Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). In this article, we’ll demonstrate just how easily a chatbot can be set up and deployed to meet the needs of your customers and your organization. Building your bot.

Start-ups 82

Start-ups Customer Satisfaction AI Customer Service 82

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. Personalized support through omnichannel expands. Seventy-one percent of consumers expect companies to deliver personalized interactions.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Artificial Intelligence 40

Artificial Intelligence AI Gaming Sales 40

Aquire

JUNE 3, 2021

What is the most pressing issue when it comes to customer experience? So what could be a way to that coveted level of efficiency? Information that could have been in one place, now lives in disparate sources. What processes should we automate to better serve our customers? The nightmare of silos. And the result?

Customer Experience 104

Customer Experience Social Media CRM Customer Service 104

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. What do customers expect from contact centers? But what exactly do customers expect from your contact center? What are brand expectations?

Contact Center 108

Contact Center Sales Omnichannel CRM 108

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

Zendesk

DECEMBER 4, 2020

We live in a world of one-click checkouts, next-day shipping, and many other forms of instant satisfaction. Sure, there will always be a time and a place for verbal interactions and hands-on support. What is web self service? This customer experience solution lives — you guessed it — on the internet.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

SurveySensum

JANUARY 5, 2023

What is a Product Feedback Tool? . Customer service and support . End-to-end customer support (Live chat, email, help articles, etc.). Live chat, online in-person training, etc. . 24/7 online support and community forums. Live chat . Live chat, email, phone, help doc.

NPS 52

NPS Start-ups Customer Service Customer Satisfaction 52

TeamSupport

OCTOBER 21, 2020

One of the most exciting developments has been the live chat feature that has become a staple for most websites. With this feature, customers can ask seek support without the frustration of long wait times. Regardless of how far technology comes, it’s still up to the humans at the other end of the chat session to perform well.

B2B 98

B2B AI Technology Technology 98

Help Scout

JULY 8, 2021

This is the point where most companies start looking for solutions to help them organize their support efforts. However, if you’re strapped for resources, it may seem tough to justify investing in a proper support tool. And if you’re in the market for a free support tool, you may well stumble across Google Collaborative Inbox.

Outlook 113

Outlook Start-ups Customer Service Customer Expectations 113