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Mar 19, 2019

13 Surprising Examples of Facebook Messenger Chatbots

Facebook Messenger can enhance CX throughout the journey, from brand awareness to shopping to support.
Aug 01, 2018

6 Steps to Building a Better Knowledgebase Article Template

Ensure your knowledgebase article templates deliver the right information to the right audience at the right time.
Jan 30, 2018

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

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.
Dec 14, 2017

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

In the travel and hospitality industry, what can brands do to capture the loyalty of this generation of guests?
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' have been labeled "experience-driven." How has this changed how airlines capture their loyalty?
Oct 25, 2017

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

How have Millennials caused shifts in the restaurant industry, and how can brands best engage this generation?
Oct 11, 2017

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

How are Millennials re-shaping the auto industry, and what must your brand be doing to engage this generation?
Aug 25, 2017

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

Are bots going to eliminate the need for human agents? Learn why bots and agents shouldn't be at odds.
Jul 13, 2017

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

Customers want immediate, always-on service and to contact you through their preferred channel, not yours.
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!
May 24, 2017

5 Trends in Consumer Demand for Digital Self-Service

In the past, brands have felt internal pressure to implement online self-service in order to reduce costs. However, customer expectations have shifted: the pressure to provide web self-service now comes from customers, not internal sources. And customers don’t just want any self-service experience – it has to be fast, easy, personalized, and intuitive.
May 17, 2017

Taking Customer Self-Service to the Next Level

When it comes to CX, organizations vary in their level of maturity. In this blog series, we're diving into Astute's Customer Experience Maturity Framework and exploring how brands can develop their CX capabilities. In this installment, we turn our attention to customer self-service.
Apr 02, 2017

3 Emerging Customer Journeys Automakers Need to Support

We've said it before, and we're saying it again: Consumer behavior is changing. Every industry is dealing with the ramifications of these behavioral shifts, and the auto industry is no exception. Trends such as ride-sharing and new developments in autonomous vehicle technology are challenging automakers to stay relevant.
Dec 25, 2016

The Customer Experience in 2017: 6 Trends You Can't Afford to Ignore

It’s almost New Year’s, and we couldn’t ring it in without sharing our predictions for the new customer experience trends coming our way in 2017! Not surprisingly, they’re technology heavy yet customer-centric, just as this year’s best practices have been. The customer is king, and meeting their high expectations can’t be done without some pretty advanced technology.
Dec 20, 2016

Knowledge Management in the Call Center: 6 Ways You're Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.
Dec 19, 2016

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

According to Gartner, by 2020, customers will manage 85% of their relationships with brands without ever interacting with a human. With more companies putting virtual agents to work, it is crucial to understand how they can make self-service easier and provide a better customer experience. Here are four tips on how to "level up" your customer self-service offering with virtual agents.
Dec 07, 2016

3 Surefire Ways to Drive Better e-Commerce Engagement

With the advent of online shopping and e-commerce, consumer expectations have only increased. Your customers expect to have their questions answered as they shop -- regardless of device, channel, or time of day. To help you address their growing expectations, we've put together three tips for how to provide a better e-commerce engagement and keep your customers coming back.
Sep 24, 2016

How to Reduce Shopping Cart Abandonment in 2 Simple Steps

There’s a lot of advice out there about reducing shopping cart abandonment by improving e-commerce and website performance. But if you look at closely at the numbers, you’ll see that the majority of consumers give up on a purchase because they need answers or a nudge in the right direction. When you focus on the customer’s concerns in the moment, increasing conversions becomes a simple two-step process.
Aug 08, 2016

Is Your Self-Service Smart Enough? [Video]

Smart digital marketers known that 9 out of 10 customers try to find their own answers online before they call your company for help. For that reason, many brands have adopted customer self-service -- but how many of them have optimized the self-service experience, making it truly intelligent and personalized? Watch the 2-minute video to learn what your self-service may be missing.
Jul 30, 2016

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

What does a personalized customer service interaction look like? Are you picturing a live agent? Until the not-too-distant past, you had no choice, because only a human had the intelligence and decision-making abilities to pull off personalization. But that’s all about to change with the latest advances in self-service technology.
May 31, 2016

What CX Pros Need to Know about Natural Language Processing

Natural language processing (NLP) refers to technology's ability to understand human language and converse with humans. It can apply to both voice and text-based conversations. When NLP works, it feels a little like magic. Customer-facing systems equipped with advanced NLP technology can provide incredible benefits for customer engagement.
May 27, 2016

6 CRM Trends to Help Make You Stand Out

“If everyone jumped off a bridge, would you jump too?” We’ve all jumped off a bridge at some point or another, falling under the spell of the latest craze or caving to peer pressure. It’s not easy to distinguish a fleeting fad from a lasting shift in technology or best practices, but we’ve made it easy this time. Here are 6 CRM trends you can trust:
Apr 02, 2016

The Future of Customer Self-Service [Video]

Today’s customers expect online self-service to provide relevant answers, personalized responses, and easy escalation. Watch the video to learn how knowledge management software using artificial narrow intelligence (ANI) can deliver the web self-service interactions your customers have come to expect.
Mar 20, 2016

Web Self-Service Gone Wrong: 4 Situations to Avoid

Seventy-five percent of consumers think working with a live service agent takes too long. Most turn to web or mobile self-service to find answers to their questions, but unfortunately, they are often disappointed with what they find.
Mar 13, 2016

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?
Feb 10, 2016

Creating Excellent Web Self-Service Experiences: Part 1

As consumers become more tech-savvy, they have higher expectations of web self-service. More than 70 percent of consumers say they actually prefer self-service as a starting point. Organizations should hold web self-service to the same standards of effectiveness and quality as their call centers if they want to reap the rewards of higher satisfaction and reduced costs.
Jan 03, 2016

How WebRTC is Changing Contact Centers

Contact centers continue to evolve and grow in lots of different ways. One of the influencing factors in this change is the use of WebRTC. WebRTC is technology that enables use of the web browser to support chat, voice and video calls. This allows customers to start in their preferred self-service mode and easily move to real-time engagement with a click of a button and without ever leaving the browser.
Dec 28, 2015

How You (Yes, You) Can Win at Knowledge Management

Take a moment to think about where the knowledge surrounding your products and services is stored in your organization. Is it on the product labels, intranet pages, product briefs and training manuals? How easily accessible is this information when your consumers need it? Providing the right information to the person who needs it, exactly when they need it, is efficient knowledge management.
Nov 25, 2015

Self Service: The Channel You Cannot Ignore

Self Service is being used for more than just answering those commonly asked questions after a sale. Self Service at every point of the purchasing journey allows consumers to get their questions answered while navigating your website.