Bots are an exciting new way to engage and chat with your customers and solve many of the problems which apps have fallen prey to in recent years. Learn the key success factors for creating and managing bots that add value to your customer service.
Learn how virtual agents mirror the combination of smart tech and in-store guidance to improve customer experience and optimize your business processes with new insights on consumer needs and behavior.
In the world of customer experience, we often hear people discussing the various uses and advantages of customer data analytics. The term generally refers to the process of using data and information surrounding customer behavior to make business decisions and it usually involves techniques that include predictive modeling, data visualization, and information management.
A self-learning knowledge base is often found to be a key component of enterprise level self-service solutions. Leading knowledge base technologies use machine learning algorithms to automatically collect customer queries, learn from representatives’ responses, and continuously expand the knowledge base over time.
No two companies do customer service the same way. Functioning under a B2B or B2C model, the number of employees and the platform where your target audience spends most of its time, are all factors which should alter the way your company offers support. In order to choose the best persona to fit the type customer experience your clients expect from you, you first have to know your options and choose the best for the given situation.
What makes a great customer service experience? It may be easier to answer this question if we look at what makes a poor customer service experience. According to a survey conducted by Deloitte, 82% of customers consider accuracy and quality of information to be the most important attribute of the customer experience. Whatever channel your customers use to engage you, they expect their questions to be understood and to receive answers that will resolve their issues. In many cases, they also expect this to happen with a certain level of immediacy.