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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

This always-available model of service can provide a true competitive advantage in many industries and markets. In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Is it cost reduction?

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Whether SMS, WhatsApp or Facebook Messenger, Millennials favor communications that are mobile and instant, enabling them to respond immediately and while on the go. .

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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

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Prediction: 7 Customer Service Channels We Will Use in the Future

Playvox

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. Somewhat surprising, survey results found that Gen Zs prefer both face-to-face communication and text messaging at work.

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3 Ways Data Improves the Customer Experience

UJET

So here are the three best practices we’ve identified in our work with some of the world’s most tech-forward, enterprise brands: 1. That can expand considerably with a Knowledge Base/FAQ platform, social media management solution, project management software, and in-team communications. That single device is the smartphone.

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Streamline the Customer Journey for a Better Mobile-First Customer Experience

UJET

So, as more consumers continue to use their phones as their preferred device, mobile-first customer service capabilities natively housed within smartphone apps are becoming a concrete competitive advantage—especially when it comes to factors inherent in customer service that can’t be totally eliminated – like putting customers on hold.

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Customer Service in the Digital Age

CSM Magazine

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Impact of Globalization.