CSM Magazine

JUNE 12, 2020

Support channels enable businesses to provide customers with information, solve problems, and respond to complaints. While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Netomi

MARCH 27, 2022

Companies often take a pulse after key milestones in the customer lifecycle. For example, after a first purchase, prior to the renewal or following customer support interactions. And so, understanding what makes people unsatisfied with customer support can identify a few things. Improve your customer satisfaction.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

OCTOBER 24, 2019

The upcoming Hong Kong Contact Centre Association (HKCCA) Symposium is exploring that topic through this year’s event theme of ‘Customer Autonomy’. Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

NICE inContact

MAY 21, 2019

According to research by Microsoft, 90% of consumers now expect a brand or organisation to offer a self-service portal for customer support. Self-service isn’t just about giving customers what they want; it is also about substantial cost savings. And businesses are listening. AI & Self-Service Are Transforming CX.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Netomi

SEPTEMBER 20, 2021

Interested in learning more about Zendesk for customer service? Zendesk customers now have access to the Netomi Virtual Agent. 5 Ways Customer Service Managers Can Create a Better Experience With AI. With Alexa for Business, IT teams can create custom skills that can answer customer questions.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Enghouse Interactive

JULY 5, 2019

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). Art Schoeller will also provide his expert insight as to where the cloud contact center industry is evolving and will discuss the latest advancements in Artificial Intelligence (AI); Robotic Process Automation (RPA); and Virtual Agents/Chat-bots.

Virtual Agent 40

Virtual Agent Contact Center Cloud contact Management 40

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 With social media firmly cemented in our daily lives, it’s no surprise that we, as customers, are further utilising those channels to gain quicker and more personalised engagements with brands, with the full expectation that those brands are listening.

Virtual Agent 40

Virtual Agent Enterprise Analytics Employee engagement 40

ProProfs Blog

JUNE 14, 2019

23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting. 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. 74% of Americans have used the landline to contact customer service. American Express.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Fonolo

JANUARY 4, 2022

6 Secrets for Boosing Customer Satisfaction in Your Contact Center. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. The customer experience management market worldwide is worth as much as $7.6 billion in 2019. 37% of customers report using a chatbot on a website.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Source: Forrester 6 Secrets for Boosing Customer Satisfaction in Your Contact Center 80% of companies use customer satisfaction scores to analyze customer experience and improve it. Source: Harvard Business Review The customer experience management market worldwide is worth as much as $7.6 billion in 2019.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Comm100

FEBRUARY 16, 2018

Often customers will look up the answer to a question online before contacting customer support. Keep your queue clear and your customers informed by making sure that your knowledge base is up to date and easy to navigate. Create a community space on your website where customers can help one another troubleshoot issues.

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43