CCNG

JULY 3, 2024

They must be ready to cater to customer requests via phone, email, live chat, chatbots, instant messaging, and social media platforms. AI-powered chatbots handle routine inquiries with speed and accuracy, freeing up human agents to focus on more complex issues and providing round-the-clock support.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. Live Visual Assistance also sets the stage for agents to drive revenue through upsells.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Solvvy

MARCH 22, 2022

Thinking of implementing a chatbot but not sure where to begin? Solvvy’s Customer Success Director Jesse Brightman helps businesses identify chatbot implementation strategies that work best for them. Q: First things first: Who within a company should be involved in chatbot implementation?

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Fonolo

FEBRUARY 2, 2023

Customer self-service Self-service is one of the hottest topics in the contact center right now, and for good reason. Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

ProProfs Blog

SEPTEMBER 28, 2018

Although we have chatbots in place to accomplish the goal. Chatbots do not create lasting impressions with your customers. Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Well, the answer to all the above questions is – yes.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Inbenta

MAY 16, 2022

One answer is AI chatbots. In recent years, the ability of AI chatbots to comprehend speech and automate tasks has grown in leaps and bounds. With innovations such as Alexa, Siri, and more, AI chatbots are increasingly being used to perform many menial and tedious tasks that used to bog down the service industry.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 67

Chatbots Contact Center Chief Customer Officer Benchmark 67

TechSee

SEPTEMBER 21, 2023

Designing Sophie: Generative AI for Service & CX We began working on Generative AI for service about seven years ago, as the shortcomings of chatbots and virtual assistants like Siri and Alexa became clear. These chatbots demanded a lot of effort from users and administrators. The AI will walk you through the rest.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. And chatbots that harness artificial intelligence (AI) and natural language processing (NLP) present a huge opportunity. Chatbot use cases for policyholders. Discover: Answer frequent questions.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

TechSee

MARCH 24, 2021

This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells. The visual customer assistant can deliver full self-service resolutions without interactions with human agents – think of this as a chatbot that can see.

Self service 109

Self service Upselling Chatbots Contact Center 109

Totango

NOVEMBER 15, 2021

For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database. By integrating CRM data with your CS platform, you can analyze your customer data and harness it for customer success management.

CRM 117

CRM Upselling SaaS Chatbots 117

Quiq

NOVEMBER 22, 2021

Share This Story Turning Chatbots Into Virtual Shopping Assistants. In this guide, we’ll provide all the details on virtual shopping assistants, including the benefits to shoppers and retailers, how retailers are using chatbots as virtual shopping assistants, and how to get started with Quiq.

Chatbots 52

Chatbots Sales Upselling Personalization 52

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Chatbots offer a clear automation solution, however, traditional chatbots usually don’t allow for personalization due to reliance on established processes.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

JivoChat

JULY 29, 2021

And 40% of consumers don’t care whether it’s a chatbot or a person providing customer service. So why not delegate some of your customer service tasks to chatbots and free up valuable time for your live agents? But there’s another option: Chatbots with artificial intelligence (AI). What is an AI Chatbot?

Chatbots 52

Chatbots Sales APIs Enterprise 52

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

SmartAction

SEPTEMBER 16, 2020

What are the types of applications/calls that make the best use of AI self-service? When considering AI-powered self-service, what are the minimum number of interactions a company should have? When preparing your organization for AI powered- self-service, what are the main questions that companies need to ask themselves?

Virtual Agent 88

Virtual Agent Self service outsourcing Call flow 88

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots often answer FAQs, and guide users through various processes. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. Iterate and improve. There is no wait time.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Totango

NOVEMBER 15, 2021

For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database. By integrating CRM data with your CS platform, you can analyze your customer data and harness it for customer success management.

CRM 94

CRM Upselling SaaS Chatbots 94

SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

ProProfs Blog

AUGUST 14, 2020

That’s because a conversation with chatbot would look something like this: Do you notice how robotic the conversation reads? Offering a self-service option to visitors who seek instant answers to their question. Tweet this. That’s certainly not the kind of conversation customers would like to have with your brand.

B2B 174

B2B Analytics Education Feedback 174

SharpenCX

FEBRUARY 24, 2023

Hyperpersonalized customer service In the competitive world of consumer banking, it’s more important than ever to offer an outstanding customer experience. That means providing hyperpersonalized service across all channels, from your brick-and-mortar locations, to social media and voice, to chatbots and beyond.

Banking 76

Banking Personalization Customer Experience Chatbots 76

VocalCom

APRIL 9, 2018

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. Use text analytics to offer superior service. Make self-service more efficient. Customers can save time when they use self-service, but only if processes are truly optimized.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Cincom

FEBRUARY 14, 2025

Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities. Enable real-time cross-sell and upsell recommendations within CPQ, ensuring reps offer value-driven configurations. Utilize AI-powered chatbots and voice assistants to provide real-time CPQ support.

Best practices 40

Best practices Sales CRM Finance 40

Hodusoft

MARCH 5, 2025

Online retailers have crucial information and transaction history of buyers, which enables them to upsell as well as tailor their offerings, deals, and communication. Offer Self-Service Options A majority of people in today’s time attempt to resolve minor issues and queries by themselves before reaching out to a live representative.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Netomi

APRIL 19, 2022

Customers today desire self-service options, many preferring to resolve their own issues without involving customer support agents – and gamers are no exception to this trend. Additionally, of the companies that do have an email address, nearly 76% ignore simple customer service emails.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

Interactions

JULY 9, 2024

However, the success of your IVA will depend on if it’s serving your customers well by understanding their intent and helping them complete their tasks in a self-service manner that lets them move on with their day. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

Interactions

JULY 9, 2024

However, the success of your IVA will depend on if it’s serving your customers well by understanding their intent and helping them complete their tasks in a self-service manner that lets them move on with their day. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

JustCall

OCTOBER 25, 2023

It also presents opportunities to know your customers better and even expand revenue through upselling and cross-selling. For instance, an inquiry made by a price-sensitive prospect would be handled differently than that of someone showing potential for upselling your product/service. to help you address their inquiries better.

Chatbots 52

Chatbots Upselling CRM Self service 52

Expivia

NOVEMBER 9, 2020

I see this a lot with cross-sell/upsell. We used to work for a large financial services organization. In the mid-2000s, they did a lot of analytics where they would process customer data and come up with cross-sell and upsells that would fit the profile and criteria of each customer. Social Media.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Spearline

DECEMBER 19, 2022

Conversational AI Modern conversational AI applications are a far cry from the simple, if somewhat clunky, chatbots and Interactive Voice Response (IVR) systems of the past. Self-service tools Self-service tools are a boon for the beleaguered caller who wants a resolution to an issue, not a scenic trip through your contact center departments.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

VHT

SEPTEMBER 10, 2018

Here are just some of the ways AI is already being used: Improved Self-Service – Customers want their issues resolved immediately and choose the brands that deliver this level of service. AI-powered chatbots enable this to happen by providing 24×7 service.

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Live chat and chatbot conversations. Upsell purchases. Examples include: Search engine queries and ads. Website visits.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Hodusoft

OCTOBER 19, 2022

It either offers a call-back option or directs the callers to self-service options to serve them during after-office hours. Customers gain the convenience to clarify their doubts about complex financial services/products at their preferred time. Read Also: How can insurance companies improve customer service?

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. For example, ignoring one of the most popular AI derivatives—chatbots—will put companies at a competitive disadvantage.

Customer Experience 47

Customer Experience Chatbots voip Upselling 47