Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. We’re pleased to see they also now offer conversation scheduling. NICE is one of the world’s largest cloud-based contact center platforms. Five9 is another leading cloud-contact center platform, with a pretty good call-back feature.

Contact Center 137

Contact Center Technology Technology 137

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., In the United States, a Pew Research Center study revealed that only 24% of Americans expressed trust in the government to do what is right “just about always” or “most of the time” – a stark decline from the past decades.

Government 75

Government Social Media Artificial Intelligence Legal 75

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. 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.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Execs In The Know

SEPTEMBER 29, 2023

’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. So, what sets it apart, and how can it be leveraged to enhance customer interactions? Conversational AI tools offer numerous advantages to a company, staff, and customers.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

OCTOBER 5, 2023

With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. Of course, this conversation is evolving quickly as technology changes. These are the bots that most of us are deploying and the ones we’re mainly concerned with in this blog.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Comm100

JANUARY 17, 2024

This transformation is rooted deeply in the integration of advanced automation and artificial intelligence. And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Why should businesses lean into automation?

AI 74

AI Customer Service Technology Technology 74

Comm100

OCTOBER 19, 2022

In this article, we’ll look briefly at what a chatbot is, how it works, and the 10 chatbot features that make it more helpful to your customers. What Is a Chatbot? A chatbot is a software program that allows human users to have a conversation with a computer through an instant messaging system. How Do Chatbots Work?

Sentiment Analysis 86

Sentiment Analysis Artificial Intelligence Omnichannel AI 86

Logicalware

AUGUST 16, 2022

So in this blog, we share some of our top tips for getting started and setting up your chatbot project for success. . What should you look for when choosing a chatbot solution? . But with an analytics engine, you can offer much more intelligent customer service. Second, you’ll need a solution that is GDPR compliant.

Engineering 98

Engineering Start-ups Sales NPS 98

Logicalware

AUGUST 9, 2023

And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. For the last few years, AI has been a hot topic, no matter your industry or business goals.

Innovation 52

Innovation AI Customer Experience Case Management 52

Execs In The Know

OCTOBER 9, 2023

But what does that look like? While you can train AI to respond intelligently, a recording or pre-written answer will never feel like a personal touch from a human, and customers can tell the difference. Reflecting on 2023, it’s evident that AI has made monumental strides from both a consumer and brand perspective.

AI 52

AI Customer Service CX Technology 52

Aquire

JANUARY 6, 2022

Acquire’s conversational support software combines all customer communication together. Acquire is a conversational customer support platform that helps businesses bring all of their digital interaction channels into one single dashboard. Their platform offers 15+ interactive views to visualize your project timelines.

Social Media 105

Social Media Invoicing CRM Start-ups 105

Intercom, Inc.

APRIL 29, 2020

But what do you do when everything is turned upside down? You can check out my full slide deck and blog post below. Megginson wrote , “It is not the strongest of the species that survives, nor the most intelligent that survives. Embracing a philosophy of change. It is the one that is most adaptable to change.”.

Education 228

Education Event Planning Start-ups Healthcare 228

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. What Is Customer Success? What Is Customer Success Team Structure? What Roles Are on a Customer Success Team?

Sales 93

Sales Customer Satisfaction Start-ups CRM 93

Totango

SEPTEMBER 1, 2022

The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. First, we’ll examine what a SaaS QBR is and why they’ve become so important. What Is a QBR in SaaS? What Is a QBR in SaaS?

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

Execs In The Know

FEBRUARY 26, 2023

The question becomes, how do brands prepare for the future of business conversations, to ensure they stay ahead of the curve and stand out from the competition? Kustomer went out and surveyed over 3,000 global consumers to understand what changes are occurring in the customer experience landscape. By 2025 it is predicted that 376.4

Customer Relationship 52

Customer Relationship CRM Customer Service CX 52

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. 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

Intercom, Inc.

DECEMBER 12, 2018

What is a marketing technology stack? A strategy needs to be the foundation of any marketing stack, one that takes into consideration who you are, what your goals are and who you’re trying to reach. – lie beyond the realms of this article but one thing is clear: this market is HUGE.

Technology 223

Technology Technology B2C B2B 223

Callminer

NOVEMBER 6, 2018

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. So, how confident are you that every interaction that takes place while you read this blog will make customers want to stay loyal?

Contact Center 186

Contact Center Invoicing Customer Experience Technology 186

Execs In The Know

MARCH 20, 2023

They’re feeling a disconnect between what they need and what businesses are providing them. We’ll break down who they are, how consumer expectations are driving the trend, and what these highly trained super-agents can do to level up your CX. What — or rather, who — are universal CX agents?

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

Intercom, Inc.

JANUARY 23, 2020

He shares how he built a highly engaged audience, what he’s learned about partnerships, why he’s so focused on solving one core problem, and more. If you enjoy the conversation and don’t want to miss the rest of the series, just hit subscribe on iTunes , stream on Spotify , Stitcher , or grab the RSS feed in your player of choice.

Finance 183

Finance Innovation Start-ups Sales 183

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Intercom, Inc.

JUNE 6, 2019

But how do you decide when to build an app for your product and what platforms to invest in? A predictive lead scoring tool for B2B SaaS companies, MadKudu’s strategy is all about integrating with other platforms – including Intercom – to link customer intelligence and customer engagement. Short on time?

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Hodusoft

SEPTEMBER 6, 2023

In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. What Is Outbound Lead Generation? What Are The Types of Leads? What Is Outbound Lead Generation? What are the Types of Leads? Read on and thank us later. They are cold leads.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Execs In The Know

OCTOBER 10, 2022

Customers want to connect with brands across multiple channels on their preferred platforms. Back to Basics: What Is a Channel? Before diving into the differences between omnichannel and multichannel CX, let’s go back to basics and go over what a channel is. What Is Omnichannel CX?

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. What is CCaaS? What is CCaaS? An era where agents can work from anywhere in the world without being tied to one particular place.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Aquire

JULY 5, 2021

Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more. Want to improve customer service? Then you need to measure the right metrics. To help, we compiled a list of 12 incredibly useful customer service KPIs you need to start tracking for your business.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. 5 Keys for Coaching CSMs to Have Strategic Customer Conversations.

Customer Service 82

Customer Service Artificial Intelligence Start-ups Education 82

Comm100

JANUARY 6, 2022

In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. What is digital customer experience excellence?

Customer Experience 86

Customer Experience Omnichannel Social Media CX 86

Intercom, Inc.

SEPTEMBER 26, 2019

? ?. It’s hard to find a hotter trend in Silicon Valley than the idea of turning your product into a platform. Turning your product into a platform that developers can build on is a great way to tap into new audiences and expand your market share. To hear each of these conversations in full, check out episodes of our podcast.

Start-ups 170

Start-ups Compliance Innovation Government 170

Execs In The Know

OCTOBER 11, 2022

What did you do to learn more about it? Were you able to find what you were looking for, and was it fast and easy? With advancements in artificial intelligence (AI) and machine learning (ML) technology, there is a better way to drive conversational and contextual self-service , and fix your Digital Front Door.

CX 52

CX Artificial Intelligence ML Machine Learning 52

SurveySensum

MARCH 15, 2024

In this blog, I will list down the top 9 market research tools of 2024 that you can implement within your organization and achieve your market research goals. What is a Market Research Tool? Picture this : Company A and Company B both launched a similar type of product which makes them competitors. Why is that? Still not convinced?

Text Analytics 52

Text Analytics NPS Outlook CX 52

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! But there’s one problem – how to choose a chatbot platform that will serve your goals. Question 1: What type of chatbots do you offer?

ML 52

ML AI Start-ups Machine Learning 52

Totango

AUGUST 9, 2022

What Is B2B Customer Segmentation? Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence. For instance, a sales team might synthesize data from communications with a customer via social media chat, email, texting, phone conversations, and live appointments.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Zendesk

AUGUST 16, 2023

Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). What are ChatGPT and Google Bard? What are ChatGPT and Google Bard? OpenAI developed ChatGPT, which uses a Microsoft supercomputing platform to run its systems. Bard has internet access through Google.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

Execs In The Know

FEBRUARY 14, 2023

So let’s briefly dive into the world of LLMs, and what makes them so powerful. LLMs: What Are They, and Why Should We Care? It’s not an overstatement to say that ChatGPT has taken the world by storm over the last few months, captivating a wide and diverse audience across academic, technology, and business circles alike. How massive?…

CX 52

CX AI Compliance Gaming 52