Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. Its automation platform integrates with any backend system and provides robust analytics and reporting.

AI 138

AI CX Business Growth Innovation 138

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively.

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

Intercom, Inc.

APRIL 13, 2021

For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational databases, the Simple Queue Service (SQS) for our async workers or ElastiCache for our caching layer. We wanted it to feel seamless and invisible. Three areas of focus.

Engineering 249

Engineering Start-ups Technology Technology 249

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

TeamSupport

APRIL 12, 2023

The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request. Service Level Agreements 101 A service level agreement (SLA) is an agreement that helps to build trust between the customer service team and the customer.

Outlook 98

Outlook Start-ups Business Operations Customer Service 98

Intercom

MAY 1, 2024

The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. And unless support agents wanted to move into management or QA positions, career progression opportunities were somewhat limited. AI is changing all that.

AI 52

AI Customer Service Technology Technology 52

TeamSupport

OCTOBER 4, 2022

But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Totango

NOVEMBER 16, 2023

But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming. Seamlessly log touchpoints with Gmail and Outlook Gmail is the world’s largest email service provider, boasting a whopping 1.8 Not a problem.

Outlook 108

Outlook Touchpoint CX Customer Experience 108

Qmatic

SEPTEMBER 13, 2023

Events in recent times have shown service providers the importance of not only embracing but also adapting and innovating digital solutions to optimize their services and stay ahead in the game. Providing digital services that are accessible, integrated, and smooth has become essential in today's world.

Customer Experience 91

Customer Experience Omnichannel Gaming Innovation 91

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception?? You may be thinking, “why contact center managers?”

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Old vs. New Intraday Management This is where real-time adaptive intraday management comes in. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

Zendesk

MARCH 18, 2024

In the current landscape of customer service, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is best positioned to help companies navigate these challenges.

AI 64

AI Customer Expectations Customer Service 64

Beyond Philosophy

APRIL 5, 2024

The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations. How the “Jobs to Be Done” framework provides a valuable perspective on understanding customer needs and motivations.

Customer Experience 89

Customer Experience CX 89

SurveySensum

MAY 7, 2024

Utilize Secure Holding Services: Within the Real-Time Bidding (RTB) sphere, select private marketplaces (PMPs) offer escrow facilities, securely managing funds until contractual obligations are met by both parties. Crafting unambiguous agreements helps prevent misunderstandings and ensures a seamless transactional flow.

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Intercom

APRIL 10, 2024

Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot. Fin AI Copilot gives every customer service agent their own AI assistant in the inbox, helping your team find instant, accurate answers based on your support content.

AI 69

AI Innovation Customer Service Gaming 69

TeamSupport

MAY 1, 2024

In the ever-evolving landscape of customer service software, TeamSupport stands out with its dedicated focus on enriching customer support. Zendesk, another significant name in this space, also provides robust solutions for customer service. Customer Support: Focusing on TeamSupport's Core Features A.

Sentiment Analysis 40

Sentiment Analysis Customer Satisfaction Customer Relationship Omnichannel 40

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. Moreover, it’s about balancing this automation with the human touch.

Customer Service 91

Customer Service Compliance AI Customer Satisfaction 91

Comm100

MARCH 6, 2024

Efficiency Customer service representatives can handle multiple chats simultaneously with live chat support, unlike phone calls which require one-on-one communication. CX A live chat advantage that is often overlooked is the ability to provide a personalized customer service experience.

AI 94

AI Customer Service Sales Customer Satisfaction 94

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

AI 77

AI Customer Service Technology Technology 77

Win the Customer

DECEMBER 11, 2023

For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. In this regard, specific key indicators stand out as crucial focal points for senior service managers aiming for triumph in CX management.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there. It could be at a local restaurant, with a long-time service provider, or, like me, with a small business supporting your hobby.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. By automating manual tasks from your agents’ workload, they can focus on providing excellent and efficient service to your callers and resolve their issues in the very first interaction.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

FEBRUARY 14, 2023

Here are some popular examples: Chatbots automate simple customer service Chatbots use artificial intelligence to answer your customers’ questions with instant responses. They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try. Automation can improve CX.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Zendesk

FEBRUARY 6, 2024

Artificial intelligence has the potential to not only improve the customer experience but also drastically improve the admin and service operations experience. As such, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams. Here’s what you can expect from our latest releases.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

Zendesk

JUNE 5, 2023

Key takeaways: Zendesk messaging is HIPAA-enabled, meaning healthcare organizations can manage their conversations at scale. Messaging allows healthcare organizations to do things like schedule appointments, send reminders, and provide virtual care while protecting patient data. That’s where Zendesk comes in.

Healthcare 91

Healthcare Compliance CX Education 91

Helpt

APRIL 8, 2024

Round-the-clock support has become a standard rather than a luxury, and businesses are expected to deliver high quality service at all times. Understanding this critical need, Helpt has created HelptNow, a 24/7 US-based live answering service, as part of a new lineup aimed at redefining the standard of technical support.

Customer Satisfaction 52

Customer Satisfaction Business Operations Technology Technology 52