ShepHyken

MAY 1, 2018

Chatbots are best used for simple requests and less effective for personal service. Combining a chatbot with a Conversational Form is an effective way to use the chatbot to collect data or conduct a survey. It may feel like a chatbot but is really collecting data along the way. How are chatbots best used?

Chatbots 241

Chatbots Customer Support Surveys Personalization 241

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. AI agents, such as chatbots and virtual assistants, are no longer just tools for answering simple customer inquiries.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

ShepHyken

JANUARY 4, 2023

Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. You can download the survey results for free below.

Chatbots 96

Chatbots Surveys Education Wait times 96

REVE Chat Blog

APRIL 29, 2020

Chatbots for lead generation is the latest tool to help marketers to connect and engage with their prospects in an automated way. “28% Hence sales and lead generation is one of the key areas where companies can see the direct impact of using chatbots. Why chatbots are important for lead generation? Source: Drift.

Chatbots 119

Chatbots Education Real estate Sales 119

ShepHyken

APRIL 2, 2021

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. She is passionate about sustainability, growth (both personal & professional), the Oxford comma, and lipstick.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Personalize Every Interaction Address customers by name and acknowledge past interactions. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

JULY 31, 2020

Co-browsing helps unlock a higher degree of information by combining real-time experience and human relationships to provide a personalized customer experience. Amtrak, a passenger railroad service, realized how they could use chatbots to hack growth and provide a better customer experience to customers as a result.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. What Is Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

Quiq

JUNE 10, 2022

Brand interactions now happen online more often than they do in-person. Salesforce projected that in 2022, 61% of company interactions would be online, and only 39% would be in person. So, where do chatbots come into play? While live chat is the method of communication, chatbots are the ones doing the communication.

Chatbots 87

Chatbots Interactive Voice Response Surveys Scripts 87

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. Automate time-consuming & repetitive requests.

Chatbots 97

Chatbots Self service Wait times Customer Care 97

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This survey by Emplifi found that 86 percent of customers said that they will leave their favorite brand after only two to three bad CX.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

ShepHyken

APRIL 13, 2018

CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. The reasons are obvious: surveys help your business understand the emotional and psychological factors that drive customer behavior and affect your metrics.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Blueship Call Center

DECEMBER 30, 2024

Outbound services incorporate telemarketing, surveys, and lead generation; this helps companies increase market reach and build growth. Modern call centers also use AI-driven tools and predictive analytics, along with real-time chatbots, to improve customer satisfaction by responding quickly.

outsourcing 75

outsourcing Call Center Technical Support Telemarketing 75

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. Similarly, many organizations adopt chatbots to handle the basic, low-value queries.

Chatbots 98

Chatbots Customer Service Wait times Sales 98

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. These advanced chatbots can detect user emotions from the tone, choice of words, or even typing speed.

Personalization 92

Personalization Chatbots Surveys Engineering 92

Comm100

FEBRUARY 12, 2023

To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 92

Chatbots Education Self service Personalization 92

ShepHyken

SEPTEMBER 21, 2018

They benefit from the personal touch, an email complaint will often be dealt with via email only, which can be okay, but consider offering a phone call. 67% of customer churn is preventable if the customer issue was resolved at the first engagement.’ – ( Source – ThinkJar Survey). Maybe you should personal shop yourself? ‘45%

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. And always check back – life moves fast and personal priorities shift. Leverage personality assessments for better team-building. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. So let’s jump straight in to our first chatbot example. These common queries are an excellent opportunity to introduce chatbots.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Return Customer

JANUARY 31, 2025

They expect a shopping experience that feels personal and memorable. Key components Effective customer service relies on three main parts: responsiveness, accessibility, and personalization. Personalization involves tailoring the shopping experience to each customer’s likes and needs.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat. The Benefits of Live Chat Software.

Chatbots 159

Chatbots Feedback Surveys Sales 159

TeleDirect

DECEMBER 20, 2024

Modern customers prioritize seamless interactions, personalized services, and emotional connections with brands. Digital Experiences : Navigating a website, mobile app, or chatbot. In-Person Experiences : Retail store visits or event participation. Use surveys, feedback forms, and analytics to understand your audience better.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

CSM Magazine

MARCH 14, 2022

Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations. Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. consumers of 18 to 65 years of age.

Chatbots 98

Chatbots Healthcare Surveys Accountability 98

Inbenta

JUNE 12, 2023

While an average person can easily detect the meaning of words using context clues, the same cannot be said of all Chatbot technology designed to engage your customers. For example, can your Chatbot tell the difference between a noun and verb? Human language is fraught with homonyms, or words with double meanings.

Chatbots 97

Chatbots Upselling Consulting Consulting 97

Win the Customer

NOVEMBER 20, 2024

Empathy is the ability to understand and share the feelings of another person. Personalize the Experience: Tailor your interactions to each customer’s individual needs and preferences. Measure Empathy: Use metrics like customer satisfaction surveys and Net Promoter Score to assess the impact of empathy on your business.

Morale 59

Morale Chatbots Surveys Technology 59

AWS Machine Learning

DECEMBER 11, 2024

Document upload When users need to provide context of their own, the chatbot supports uploading multiple documents during a conversation. Our sales, marketing, and operations teams use Field Advisor to brainstorm new ideas, as well as generate personalized outreach that they can use with their customers and stakeholders.

Sales 101

Sales Accountability APIs CRM 101

ShepHyken

SEPTEMBER 22, 2023

From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions , the future of customer service is bright and full of potential. AI-powered chatbots are leading the charge in delivering a better customer experience.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

Comm100

MARCH 7, 2023

It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase. Are they open to using chatbots?

Surveys 90

Surveys Education Wait times Chatbots 90

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. The best results come from balancing automation with personalized mentoring , fostering career development alongside productivity.

Coaching 52

Coaching Call Center Morale Analytics 52

Quiq

FEBRUARY 17, 2023

Consumers’ default expectations include personalized service when interacting with brands online. So how do you deliver personalized customer service in the age of data privacy? How important is personalization? And even though privacy concerns have grown, customers’ preferences for personalization continue to grow.

Personalization 77

Personalization Chatbots Best practices Surveys 77

ROI CX Solutions

JANUARY 9, 2025

Let automation handle routine inquiries while your team tackles complex issues that need a personal touch. Chatbots and virtual assistants Remember the clunky chatbots that barely understood “yes” or “no” responses? Modern chatbots do more than just answer basic questions. Those days are long gone.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. According to a recent PWC survey, customers value : Speed. Chatbots or conversational AI. When people talk about conversational AI, they’re usually referring to chatbots. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154