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Better CRM case data means better insights, but ensuring accuracy can be time-consuming. Learn how to automate QA of 100% of your case data in our webinar on Tuesday, February 27 at 1:00 PM ET.

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Blog

Jan 30, 2018

6 Ways to Deliver In-App Support for Customers on the Go

Sixty-seven percent of enterprises budget more than $250,000 for their mobile solutions. Of that, twenty-five percent are budgeting over $1.5MM! Yet somehow, these apps are lacking a key ingredient: effective in-app support.
Dec 14, 2017

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the fifth installment of our Engaging Millennials blog series, we're exploring the travel and hospitality industry and what brands can do to capture the loyalty of the newest generation of guests.
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' habits have caused them to be labeled as "experience-driven," which has shifted the way brands market their offerings to them. In part four of this series, we look at how airlines are re-targeting their efforts to capture the loyalty of this generation.
Oct 25, 2017

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

It's no secret that as Millennials grew up with new technology, the way brands market products to them has changed. In part three of our "Engaging Millennials" blog series, we look at the shift in the restaurant industry, and how brands can create new opportunities to engage this generation.
Oct 11, 2017

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

In this new series, we take a look at how Millennials are shaping different industries, and what brands must be doing to engage this generation.
Aug 25, 2017

Bots vs. Customer Service Agents: Who Would Win in a Fight?

You’ve heard the news that robots are here to steal our jobs, right? The smarter and faster they get, the more workers they can replace in factories, hospitals, etc. But what about contact centers? Are bots going to eliminate the need for human agents? The answer, luckily for all of us, is a resounding NO. In fact, bots and agents shouldn't be pitted against each other at all.
Aug 03, 2017

13 Surprising Examples of Facebook Messenger Chatbots

When Facebook first opened up Messenger to brands, it was seen as just another way to address customer complaints. But with the introduction of chatbots last year, and regular new features since then, the company is clearly positioning the app as a tool to enhance engagement throughout the customer journey, from brand awareness, to conversational commerce, to tech support—and every step in between.
Jul 13, 2017

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

We’ve said it before, but it’s worth saying again: your customers want immediate, always-on service and they want to contact you through their preferred channel, not yours. This should come as great news, because you can easily meet those demands with web self-service and virtual agents, which can cost as much as 60 times less per contact than a call center agent!
Jun 23, 2017

7 Customer-Friendly Ways to Increase E-Commerce Revenue

How many times have you visited an e-commerce site, ready to shop ‘til you drop, only to end up frustrated? While you can't do much to change how other companies treat their customers, you can take steps to provide a much better experience for your own (and set yourself apart from your competitors while you do). These seven tips can help you increase e-commerce revenue without sacrificing customer relationships.
Jun 21, 2017

The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!