VDS

SEPTEMBER 6, 2023

A Groundbreaking Collaboration This groundbreaking collaboration brings together the strengths of two industry giants, Genesys and Salesforce , to offer a unified solution that enhances agent and supervisor jobs, making them more seamless and efficient.

Customer Experience 52

Customer Experience Contact Center Employee Experience Insights 52

Comm100

OCTOBER 17, 2023

They can handle basic queries, guide users, or escalate issues to human agents. Human-bot harmony – Balancing human personability with automation efficiency Crucially, all automation software must be balanced with human agent support. Ticketing Systems: Automatically create, assign, and track customer service requests.

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. On top of that, they’ll need to find the gaps in your current capabilities and identify solutions to fill them.

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Kustomer

FEBRUARY 6, 2024

You’ve gotta evaluate the features, pros, and cons of each solution—along with feedback from real customers. While customization and integration options may be more limited compared to enterprise solutions, they still effectively meet the needs of SMBs for managing help desk operations.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Kustomer

JANUARY 8, 2024

Zendesk is still a dominant player in the customer support solutions market — most commonly compared against Kustomer, Freshdesk, Gorgias, Intercom and several other alternatives. Trying to find specific tickets or filter them in existing views can be a pain. Zendesk’s ticketing system is also designed to help customer service agents.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Kustomer

SEPTEMBER 1, 2023

Anticipating customer needs begins with a customer relationship management (CRM) platform that provides a streamlined, 360-degree view of all customer transactions and interactions. Whether you’re a bank, credit company, brokerage, or other type of finserv firm – having the right CRM solution is essential for your business’s success.

Financial 98

Financial Omnichannel Loyalty Information 98

Magellan Solutions

APRIL 3, 2024

By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly. Keep reading to discover how this innovative solution can revolutionize your business and empower you to deliver truly exceptional customer experiences.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. Increased agent productivity by 50%.

ROI 98

ROI Net Promoter Score E Commerce Return on Investment 98

Kustomer

FEBRUARY 29, 2024

This integration not only allows support teams to view customers’ purchase history from within a ticket but also to perform actions such as creating orders and issuing refunds. However, it falls short of providing end-to-end customer service solutions. Users within these industries often explore alternative solutions to Gorgias.

E Commerce 52

E Commerce 2024 E-support Feedback 52

Upstream Works

NOVEMBER 24, 2021

This approach recognizes the need to provide agents with the right tools to do their job. Otherwise, the agent experience (AX) will be poor and CX will suffer as a result. While agents are on the front lines for most of this, they generally only have visibility based on the contact center. Provide a Unified Desktop.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

Kustomer

JUNE 8, 2023

Anticipating customer needs begins with a customer relationship management (CRM) platform that provides a streamlined, 360-degree view of all customer transactions and interactions. Whether you’re a bank, credit company, brokerage, or other type of finserv firm – having the right CRM solution is essential for your business’s success.

Financial 88

Financial Omnichannel Loyalty Consumers 88

Playvox

FEBRUARY 27, 2023

They also look to consolidate solutions through pre-built integrations. In combination, these often boost customer service agents’ efficiency and help improve KPIs. They also work to lower agent recruiting, onboarding and training costs because these are some of the highest cost areas in the customer service center.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

BirdEye

SEPTEMBER 11, 2023

And that is where Artificial Intelligence solutions (AI) can help. With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable. How AI and human-powered customer experiences offer effective solutions How is AI used in customer experience?

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

Kustomer

JANUARY 7, 2024

It doesn’t mean Intercom is a bad solution, in fact we think it’s an adequate software with plenty of upside — but there may be other tools on the market that better align with your business requirements. Therefore, your chosen solution should integrate with social platforms like these. Why consider an alternative to Intercom?

2024 97

2024 E Commerce E-support Social Media 97

Upstream Works

SEPTEMBER 30, 2021

While technology plays a key role in providing great CX, a team effort that goes beyond agents is required. Learn more about Upstream Works omnichannel contact center solutions here. Contact center leaders need to adopt a broader view, not just of their role in the business but for the technologies needed to play that role.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

ShepHyken

MAY 27, 2022

Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work. Keeping in mind that some of these customers may be angry or frustrated, it is extremely challenging for agents to pull off their work satisfactorily.

Call Center 125

Call Center Technology Customers Engagement 125

Team Support

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. By breaking down silos and encouraging cross-functional teamwork, it allows for a unified view of the customer, leading to quicker and more effective problem resolution.

Net Promoter Score 52

Net Promoter Score Customer Centricity Customer Satisfaction Omnichannel 52

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. Omnichannel contact center software has evolved to include unified routing and interaction histories that are available from one channel to another, making the relevant customer history available to agents at all times.

Contact Center 84

Contact Center Omnichannel Competitive Advantage Article 84

Magellan Solutions

NOVEMBER 10, 2021

This is the department where agents handle inbound and outbound calls. Agents in a contact center interact with customers through various channels such as messaging, phone, applications, text, email, social media and the web. Not applicable as it provides a single solution to manage incoming calls from customers, via phone.

Call Center 52

Call Center Contact Center Multi-Channel Social Media 52

Kustomer

NOVEMBER 30, 2020

The result is the Kustomer omnichannel CRM platform that provides a unified picture of the customer in a single view. It helps businesses automate repetitive tasks so agents can maximize their time and the quality of interactions with customers.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

BirdEye

OCTOBER 11, 2023

Customers now expect insurance companies to offer a better customer experience , tailored advice, shorter wait times, efficient internet-based solutions, and more. An agent should be notified to review the details, make adjustments, and send a quote back to the customer via email or text.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Team Support

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Competitive Advantage 52

Competitive Advantage Culture Interaction Loyalty 52

Kustomer

MAY 19, 2022

Legacy CRMs were built to manage cases, not customers, meaning that conversations were siloed and the view of the customer was fragmented. CX agents could only see a ticket, notes or an email thread, not a holistic customer journey. For example, a customer can reach out via WhatsApp about a broken bicycle basket. How might this work?

Communication 98

Communication Demo Retail Omnichannel 98

Experience Investigators by 360Connext

AUGUST 1, 2023

Identifying the Problems AI Can Solve AI is a powerful solution, but it’s crucial to identify the specific problems you want AI to solve. Customer data, ideally, should be centralized and unified to provide a holistic view of each customer’s journey. Transparency is key when using AI in customer service.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. Create a High Trust Environment. Real-time Remote Monitoring.

Call Center 87

Call Center Contact Center Average Handle Time E-support 87

UJET

NOVEMBER 19, 2020

Instead of unifying data, most API integrations produce piecemeal or fragmented records of your individual and collective customer data, which then need to be painstakingly stitched back together. When your CRM and contact center are unified, they share one source of customer data (which lives in your CRM). Data Accuracy.

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

UJET

NOVEMBER 19, 2020

Instead of unifying data, most API integrations produce piecemeal or fragmented records of your individual and collective customer data, which then need to be painstakingly stitched back together. When your CRM and contact center are unified, they share one source of customer data (which lives in your CRM). Data Accuracy.

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

Lithium

SEPTEMBER 5, 2023

The results from our research paint a picture of how consumers view their interactions with brands while offering insight into what those brands can do to gain customer trust, support, and confidence. Calculate custom rates across channels, as well as paid, owned, and earned analytics to unify performance data in the Khoros platform.

2023 52

2023 Webinar Metrics Social Media 52

Kustomer

SEPTEMBER 1, 2022

When a customer reaches out to explain their negative experience or writes a less-than-stellar review on social media, there’s an opportunity to improve how they view your brand. Invest in Self-Service Solutions. Therefore, it’s important for your organization to start investing in self-service solutions if it hasn’t already.

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

Playvox

JANUARY 13, 2022

Customer and employee expectations dictate a need for modern, integrated solutions that will improve CX and make employees more effective and efficient. Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Contact Center Technology Solutions for Improving the Employee Experience. Employee Experience.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Kustomer

NOVEMBER 7, 2023

Cheaper options are available but come with limited facilities, such as fewer agents supported. Then we spent a week migrating our tickets over from the old system and training all the agents.” Reduce turnaround time when support agents aren’t available. Track agent performance and reduce ticket volume.

2024 52

2024 Multi-Channel E-support Social Media 52

CSM Magazine

JUNE 24, 2021

Connectedness benefits everyone, from customers and customer service management to agents themselves. Connected Enterprises also adopt simple, customer-centric processes – including a unified view for advisors where complete customer journeys are reflected, from the channels customers use, to previous purchases and past conversations.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Talkdesk

FEBRUARY 10, 2021

Contact center agents and their supervisors have their hands full supporting increased demand and providing the best possible service. More details on these new solution packages are below, and you can always find Talkdesk for Salesforce on Salesforce AppExchange —the world’s leading enterprise cloud marketplace.

Healthcare 80

Healthcare Contact Center Financial 2020 80

Kustomer

MAY 19, 2021

To facilitate more meaningful, long-term customer relationships, companies must focus on implementing solutions that offer both valuable and seamless support. You need to implement a support solution that unifies that data and makes it easily available and actionable for your support team.

Omnichannel 72

Omnichannel Engagement Customer Relationships Contact Center 72

Upstream Works

MAY 13, 2020

With the right solutions in place, contact centers of any size and in any industry can realize fast time-to-value, improved productivity and increased customer loyalty. It provides you with a full view of every interaction along the customer journey, including real-time and historical agent and customer context. Agent Tools.

Contact Center 78

Contact Center Omnichannel Customer Journey Exceptional Customer Service 78

Kustomer

DECEMBER 14, 2020

After implementing Kustomer IQ, the artificial intelligence tools embedded throughout the Kustomer platform, Glovo was able to instantly solve 84% of their inquiries through pure self-service and chatbots, versus contacting an agent. Legacy CRMs were built to manage cases, not customers.

Technology 96

Technology E Commerce E-support 2020 96