Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." I first learned this lesson from a mentor many years ago.

Sports 183

Sports Contact Center Customer Service Retail 183

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Zara Burke , Principal Editor. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Helpt

FEBRUARY 14, 2024

This blog post will illustrate the basics of DDDM, tracing the transition from traditional decision-making approaches to the data-centric ones in place today. When Ugg dropped a rock on his foot, he screamed in pain, and then inspiration hit: it could be used as a weight! It involves more in-depth data mining and correlations.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

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. AI chatbots understand customer intents and provide intuitive responses 24/7, across communications channels. What is Generative AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Contact centers have been hugely impacted by the Great Resignation, as has the entire service economy. A second use case would be self-service automation.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Which brings us to another uncomfortable question. But that doesn’t mean we can’t ask critical questions to improve our outcomes using the knowledge and tools we have today. So, let’s dive in!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. 24/7 Support Over time, customer expectations have evolved, and they now require 24/7 support.

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

Zendesk

JULY 12, 2023

Generative artificial intelligence , a subset of machine learning , is obviously having a moment—one that’s unlikely to pass anytime soon, if ever. Mishra contends that one of the most powerful applications for AI will be in helping businesses make use of the mountains of customer data they already have but struggle to process.

AI 52

AI ML Artificial Intelligence Machine Learning 52

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real.

Artificial Intelligence 72

Artificial Intelligence Contact Center Machine Learning Technology 72

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 52

AI Customer Experience Social Media Machine Learning 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! To Bot or Not to Bot?

B2B 89

B2B Machine Learning B2C Start-ups 89

Aquire

SEPTEMBER 24, 2021

Success no longer depends solely on product or pricing — a satisfying experience for your customers is a must. And if customer experience (CX) is the new competitive battle zone then artificial intelligence (AI) is your most powerful weapon. According to Gartner, enterprise use of AI has grown 270 percent over the past 4 years.

AI 59

AI Artificial Intelligence Customer Experience Machine Learning 59

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. There are, however, some technologies that may be used to implement NLP in your Chatbot.

Social Media 63

Social Media Artificial Intelligence AI Customer Satisfaction 63

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. A Picture—or Video—Is Worth a Thousand Words.

B2B 98

B2B Start-ups Customer Service 98

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. What was once an optional add-on service is now a staple of virtually every online purchase.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Steven Van Belleghem

SEPTEMBER 29, 2021

Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. And so its spots and uses instore purchase patterns to create a customizable and enjoyable consumer experience. Follow the data. There’s no way around it.

CX 123

CX Healthcare Retail Innovation 123

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

DMG Consulting

MAY 5, 2020

Using IA and CJA to Improve CX. During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real.

Artificial Intelligence 56

Artificial Intelligence Contact Center Machine Learning Technology 56

Hodusoft

JANUARY 16, 2023

In this blog, we will get into the details related to LCR and how businesses can benefit from it. The topics that we cover in this blog include: What is Least Cost Routing. LCR as a Service. Reasons to choose LCR as a Service. LCR as a Service. Reasons to choose LCR as a Service. What is Least Cost Routing.

ML 52

ML Machine Learning Contact Center Engineering 52

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service CX 117

Beyond Philosophy

JULY 24, 2019

Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data.

Non-Profits 139

Non-Profits Government Machine Learning AI 139

Execs In The Know

OCTOBER 11, 2022

Think of the last time you found out about a new brand or product/service that intrigued you. What did you do to learn more about it? Further compounding this self-service breakage is that the issue is a meaningful blind spot for many brands. Amazing CX Looks Like…? And as you reflect on that experience, how was it?

CX 52

CX Artificial Intelligence ML Machine Learning 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

CallCare

AUGUST 7, 2023

Similarly, when viewed in the context of business-customer relations, the ways in which you communicate with the outside world can make or break your brand’s image. In this blog, we breakdown what is meant by ‘business communication’. This includes assessing why it is so important. What is business communication?

Social Media 52

Social Media Government Business Operations Customer Service 52

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Ameyo Callversations

APRIL 2, 2022

On the contrary, its use has grown exponentially over the last few years to become one of the essential parts of the marketing mix for brands. The primary reason for the chatbot adoption is the versatility of using such a tool in providing an unmatched customer experience. Welcome message using chatbots.

Customer Loyalty 40

Customer Loyalty AI Machine Learning Customer Satisfaction 40

Ameyo Callversations

APRIL 2, 2022

On the contrary, its use has grown exponentially over the last few years to become one of the essential parts of the marketing mix for brands. The primary reason for the chatbot adoption is the versatility of using such a tool in providing an unmatched customer experience. Welcome message using chatbots.

Customer Loyalty 40

Customer Loyalty AI Machine Learning Customer Satisfaction 40

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. With a worldwide pandemic forcing customers indoors and businesses online the need for technological solutions accelerated the creation and adoption of AI tools.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

Execs In The Know

APRIL 25, 2024

Tracxn 2024 ] Basic economic principles teach us that with supply and demand at such high thresholds, the frequency of transactions in this space should also be at an all-time high. years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. trillion by 2032. Air Canada ).

AI 52

AI CXM Engineering Business Operations 52

CommBox

NOVEMBER 1, 2021

The higher the score, the more likely they are to convert, which means predictive lead scoring can be used as a powerful marketing tool. In addition, the sector of activity, job title, and so on, can all be used as variables. These patterns are what identify factors that are most relevant and useful in predicting sales. .

Machine Learning 52

Machine Learning Artificial Intelligence Sales Predictive Analytics 52

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? It’s another to know where or how to start putting them to use. Capture customer sentiment and learn from it. Capture customer sentiment and learn from it.

ML 59

ML AI Contact Center Customer Experience 59