Fonolo

FEBRUARY 20, 2019

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. Incorporate Social Listening. Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. We anticipate that contact centre agents will continue to be a critical touchpoint in the customer journey. Therefore, it’s cost-effective; still, there’s a real human providing an answer.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Aquire

OCTOBER 5, 2021

Posting on social media about a positive or negative experience. Customer journeys are complex and you need to take into account multiple customer touchpoints to offer the best experience. Social media. Then, work to streamline each touchpoint. How to improve digital customer service. Video chat.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Sprinklr

JULY 22, 2021

But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. However, even for brands that are incorporating omni-channel listening strategies across social platforms, review sites, and other digital channels, there are a number of challenges.

Unstructured Data 98

Unstructured Data Social Media Actionable Insights Artificial Intelligence 98

Comm100

FEBRUARY 5, 2018

Social Media Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. How each visitor found their website (through a search engine, social media, etc.).

Social Media 49

Social Media CRM Social Listening Omnichannel 49