Articles
Tag: customer support (page 6)
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Is Messaging the Final Frontier in Customer Service?
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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Technical Content Plays an Outsized Role in the Customer Journey
Technical documentation plays a larger role in the customer journey — pre and post purchase — than most businesses currently account for.
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Improve Employee Productivity With Internal Analytics
Customer-facing platforms use analytics all the time to improve customer experiences. Why not do the same with your internal systems?
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Support and Service Is the Digital Brand
Customer service is consistently the least valued area of a business. Why? Because businesses still do not value their customers.
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Deliver What Millennial Customers Really Want: Convenience
Millennials are looking for convenience, and rigid product and service verticals are failing to provide them with that.
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Is There a Chatbot in Your Company’s Future?
If a chatbot is able to provide truly useful information, people are increasingly willing to interact with them.
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How Good Customer Experience Can Turn Bad, in the Swipe of a Credit Card
A customer experience can quickly turn sour without the right support for both employee and customer.
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How to Measure Customer Experience Beyond Net Promoter Score
Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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3 Ways to Reduce the Cost of Customer Support Operations
New customer support technology can help you automate and enhance your company’s support operations in a way that boosts internal efficiency and saves money.
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Are Your Customers Shouting Into the Void?
Don't ignore your customers. Give your customer-facing teams access to intelligent content so they can provide personalized responses to customer problems.
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Why Customer Focus Eludes So Many Brands
Brands agree on the importance of a customer focus. So why are so many so bad at it?
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Where Alexa For Business and Splunk's Partnership is Headed
Alexa for Business's partnership with Splunk leads to all kinds of visions for the future. We spoke with industry analysts and practitioners to understand what this means for your workplace and customers
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Up Your Personalization Ante With the Help of Machine Learning
Delivering personalized customer experiences doesn't require reinventing the wheel
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Don't Bet on the Bots, 4 Ways to Keep Customer Service Human
Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise. The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more
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