TeamSupport

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. TeamSupport’s robust self-service capabilities empower customers to do just that, and reduce the workload on your agents. Take a product tour or book a demo with us today.

Manufacturing 52

Manufacturing AI Technology Technology 52

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Contact Center 69

Contact Center AI Technology Technology 69

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. More and more, brands are relying on customer self-service methods to cut costs, increase the efficiency of their live agents, and improve the overall customer experience.

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Their pricing structure can be complex to understand and the cost will be quite high if you do not need such a versatile solution with many features. Lumoa is known for its simple yet powerful solution.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Uniphore

AUGUST 6, 2021

David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal. Compared to their engaged peers, disengaged agents are: 0 %. The results?

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Customer Think

FEBRUARY 21, 2023

Natural language processing leader drives exceptional self-service experience for customers and employees by delivering the right answers instantly

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TeamSupport

MARCH 28, 2024

You must first redefine what customer service means entirely. In other words, expect bespoke, sturdy solutions designed to thrive in ever-changing business terrains. As customer satisfaction and loyalty increase, so does the ROI - a testament to the efficiency of the encompassing customer service strategy embodied by TeamSupport.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

You must first redefine what customer service means entirely. In other words, expect bespoke, sturdy solutions designed to thrive in ever-changing business terrains. As customer satisfaction and loyalty increase, so does the ROI - a testament to the efficiency of the encompassing customer service strategy embodied by TeamSupport.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. This has benefits for both your customers and your team, helping to alleviate high volumes of calls while allowing customers to reach a solution faster.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Logicalware

DECEMBER 18, 2023

The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. It involves juggling various aspects, including updating your website, managing agents working remotely, and optimising self-service options.

Customer Service 52

Customer Service Customer Experience Omnichannel CX 52

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Call-back technology is a simple, yet powerful solution that offers your callers an alternative to waiting on hold.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

TeamSupport

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. Self-service checklist.

B2B 98

B2B Start-ups Customer Service Customer Experience 98

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Intercom, Inc.

JUNE 14, 2022

A tiered support customer service model involves creating different levels or “tiers” of support to help you more easily allocate resources, create escalation paths, and give each customer service challenge the right level of attention. Tier 1: Tier 1 involves basic help desk and service desk assistance to simple or routine queries.

Engineering 118

Engineering Customer Service Customer Experience 118

Fonolo

NOVEMBER 16, 2023

This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity.

Contact Center 75

Contact Center AI Technology Technology 75

Fonolo

JANUARY 26, 2023

These companies are shaking up the space with new solutions and services, and our influencers are taking notice. Frictionless Self-Service Customers appreciate white glove service, but there is a growing number that are looking for good self-service options too. That’s frustration. That’s friction.”

Contact Center 126

Contact Center CX NPS Start-ups 126

Fonolo

APRIL 18, 2023

Chatbots and call-backs create rewarding self-service experiences for customers. Best Call Center Automation Software Tech Talk Call Center as a Service (CCaaS) software often comes pre-loaded with extra features, including AI and automation tools. New KPIs offer next-level insights into operations.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Customer Think

NOVEMBER 3, 2023

This post explores how businesses can embrace omnichannel experiences, self-service solutions, and data-driven personalisation to create amazingly seamless and unforgettable customer journeys. I have also added examples illustrating some of the […]

Technology 80

Technology Technology Omnichannel AI 80

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. Siloed systems is one of the most prominent obstacles customer service teams face today. Put the Customer Experience First with Chatbots Why does your customer service tech stack matter? How do I get a new password?

Customer Satisfaction 98

Customer Satisfaction Start-ups Customer Service Customer Expectations 98

Fonolo

NOVEMBER 8, 2022

Work with your agents and set expectations around providing consistent and high-quality service to your callers. Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! Self-service doesn’t always need to be high-tech.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Execs In The Know

FEBRUARY 7, 2024

Back then, KITT’s self-driving tech was mind-blowing—yet somehow, it seemed within the realm of possibility. The Walt Disney Company connected its first couple of Orlando theme parks and its early hotels with a self-driving train. Growing up in the ’80s, I was obsessed with the television show “Knight Rider.”

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

TeamSupport

JANUARY 18, 2024

TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. In essence, it's your ticket to providing top-notch customer service while making agents' lives easier. The benefits of using TeamSupport software extend beyond improved customer service. What is TeamSupport Software?

Real Estate 59

Real Estate Machine Learning Customer Satisfaction Gaming 59

CommBox

SEPTEMBER 20, 2021

Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Here’s why… Research indicates that 67% of consumers prefer self-service over speaking to a company representative. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. B2B decisions are driven by logic and ROI.

B2C 90

B2C B2B Education CRM 90

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Engineering Technology Technology 98

Customer Service Life

JANUARY 25, 2021

Offer a self-help solution for common issues. Put the self-help solution in a can’t miss location. You can devote a ton of time and resources to developing a thorough knowledgebase and other self-help tools, but if you don’t put it where customers can’t miss it, it may be all for naught. What a great experience!

Customer Service 136

Customer Service Contact Center Customer Experience 136

CSAT.AI

OCTOBER 5, 2022

Nudging Customers to Self-Service. Nudging customers toward self-serve options isn’t the same as forcing them to use self-serve because there is no other option, or worse burying service channels so deep the customer is on their own anyway. However, nudging does use psychology. they will go with it.

Customer Experience 95

Customer Experience Sentiment Analysis AI CX 95

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. WFM solutions are good at finding trends in historical interaction data to generate projections. The Forecasting Challenge When it comes to forecasting, it’s challenging to plan for the unexpected.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients. TeamSupport is the leading solution that empowers businesses to deliver exceptional customer experiences.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

Taylor Reach Group

SEPTEMBER 6, 2023

Since then, the industry’s pursuit of self-service solutions has led to the development of generative AI, such as ChatGPT, which represents the latest generation of conversational AI. The Constant Evolution Generative AI like ChatGPT represents the latest step in the journey that began with IVRs.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

TeamSupport

NOVEMBER 18, 2022

The simple solution is to just hire more support staff, however for most businesses that isn’t a viable option. There are a variety of ways to tackle the challenge with precise applications of support software solutions, and they don’t rely on bloating a support team. Support demand is rising. Maneuvering support demand complications.

Customer Satisfaction 98

Customer Satisfaction B2B Customer Experience 98

Fonolo

APRIL 18, 2023

Chatbots and call-backs create rewarding self-service experiences for customers. Best Call Center Automation Software Tech Talk Call Center as a Service (CCaaS) software often comes pre-loaded with extra features, including AI and automation tools. Real-time agent assist helps agents understand customers’ emotions.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67