Totango

NOVEMBER 27, 2023

It’s important to spend time analyzing your data to understand why your customers are making certain choices and determine what elements of the health score are most important to retaining and growing your customer base. “Customer success is driving value to customers. However, a customer’s health score is constantly shifting.

Touchpoint 104

Touchpoint AI Gaming Innovation 104

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. However, in artificial intelligence (AI), the feeling is anything but cautious. Every conversation we have contains a deep undercurrent of emotional data that we, as humans, interpret and respond to unconsciously. Ah, 2022, a new year. Not so fast.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Intelligent live chat communication Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Intercom, Inc.

DECEMBER 28, 2022

But studies have shown that the majority of what is understood from a conversation isn’t in the words we use, but rather in non-verbal cues like body language, gestures, and tone of voice. When used right, they add richness to conversations, help emphasize an emotion, and build rapport with customers. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

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. 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. Join us Oct. Save your seat!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

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. Rather than sticking to a fixed script, it can change on the spot depending on what the customer is saying or doing.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

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

Intercom, Inc.

JANUARY 3, 2020

More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. There’s a lot riding on what our bots say – and how they say it. Which of those conversations are the most predictable (i.e. But there’s some tension at play. It’s too vague.

Start-ups 222

Start-ups Customer Relationship 222

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

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. In this blog post, we’ll delve into AI’s remarkable impact on contact centres and offer a glossary of essential AI terms used in the industry today. What is Artificial Intelligence (AI)?

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Comm100

DECEMBER 18, 2023

But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. What is Generative AI? We’ll also explore the exciting opportunities it presents, as well as the risks.

AI 52

AI Artificial Intelligence Gaming Technology 52

Intercom, Inc.

MARCH 20, 2019

If you’ve been reading this blog for the past few years, you’ll likely have heard a common refrain – the way people buy software is changing. The rise of smartphones, messaging, artificial intelligence (AI), and other groundbreaking technologies has led to a new set of expectations for buyers.

Artificial Intelligence 116

Artificial Intelligence Gaming Sales AI 116

Comm100

AUGUST 8, 2022

If you feel like you need to catch up on what chatbots are and how they work, you’ve come to the right place. In this article, we’ll answer your questions like “what is a chatbot?” What is a chatbot? Chatbots are software that can hold online conversations through a chat interface.

Customer Service 81

Customer Service Machine Learning AI Social Media 81

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 78

Government Social Media Artificial Intelligence Legal 78

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 77

AI Customer Service Technology Technology 77

Beyond Philosophy

JULY 18, 2020

Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. He believes that the future of Customer Experience management and the way to foster customer-driven growth is AI, and here’s why: AI is machine intelligence driven by algorithms. Recommended Actions.

Artificial Intelligence 115

Artificial Intelligence Machine Learning Sentiment Analysis AI 115

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. They also have an ‘intelligent queue’ feature, where you can prioritize callers. Virtual Hold is the name of VHT’s original virtual queuing software.

Contact Center 137

Contact Center Technology Technology 137

Intercom, Inc.

JUNE 22, 2018

Or, in Ruby: Using this method to find similar posts on this blog to “How the support team improves the product,” you’ll get the following top 10: How to launch with a validated idea. Or, in Ruby: If @words equaled: ['hello', 'inside', 'intercom', 'readers', 'blog', 'post']. You’re teaching them how to think!

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

SixteenVentures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. Ask ChatGPT to write an email for you, generate a blog post on a topic, or summarize a research paper and it will. Let’s dig in. ChatGPT which is GPT3.5).

AI 60

AI Engineering Artificial Intelligence Innovation 60

Doing CX Right

SEPTEMBER 19, 2020

We dive deep into using emotional intelligence to have great experiences. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? Know what you want. Define what you want and the questions you have in advance while staying open to possibilities. Who owns customer service?

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Execs In The Know

APRIL 28, 2022

Attended automation— artificial intelligence and machine learning used to support live agents, not replace them —delivers ongoing training, real-time workflow guidance and policy enforcement, and noteworthy improvements to KPIs across the board. What Is Attended Automation? What Can Attended Automation Do for My Contact Center?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

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

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 98

Customer Journey Map Artificial Intelligence Net Promoter Score AI 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. But don’t worry, we’re here to help!

Innovation 52

Innovation AI Customer Experience Case Management 52

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

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. First, we’ll look at what customer engagement systems do and why you need one. LMS Tools: Lessonly.

Artificial Intelligence 104

Artificial Intelligence Social Media Sales Customer Service Sales 104

Intercom, Inc.

SEPTEMBER 7, 2018

Marketing teams, on the other hand, focus on volume and capacity from a different angle – what sort of volume of leads and opportunities can they create and what sort of activities can they perform with the capacity they have? See what Custom Bots can can do for you: More leads 24/7. Supercharge your pipeline with Custom Bots.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

Intercom, Inc.

JANUARY 14, 2021

If you’re short on time, here are some quick takeaways: Understanding how people differ and what matters to them helps you understand the different markets and tailor your approach to better suit each segment’s needs. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. A CRM for Product.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. HSS Hire adopted Comm100 Chatbot for this exact chatbot benefit and now see 30% of all live chats convert into a sale as their agents can provide fast and attentive support that helps drive conversion.

Customer Service 86

Customer Service AI CX Sales 86

Lumoa

JANUARY 9, 2018

We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018??

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

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? Content creators, coders, and many others can use AI to improve their work quality and productivity. Bard has internet access through Google.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

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

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

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

Totango

SEPTEMBER 17, 2021

We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model? What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. What Are the Pros of a Freemium SaaS Model?

Customer Journey Map 75

Customer Journey Map Sales Customer Loyalty Social Media 75

Execs In The Know

OCTOBER 10, 2022

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? What Is Multichannel CX? A channel is a medium a brand uses to communicate with customers and target audiences, and vice versa.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Intercom, Inc.

JANUARY 2, 2019

Read on to hear more about what we shipped in 2018: . Answer Bot , our support bot, learns from the questions your team is asked most by intelligently grouping similar queries. When combined with video, our customers have seen 4x the engagement rates of email and up to a 36% increase in conversions.

Start-ups 141

Start-ups Sales CRM Technology 141