With over a dozen frameworks available to build chatbots, competition is driving rapid innovation. The capability and reach of chatbots has ushered in many uses for their artificially intelligent deep learning processes.
Given the advancements in processing power, chatbots now have the capability...
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We’ve all heard it, Artificial Intelligence is fueling the next great business revolution. Computers are driving cars. Bots are manufacturing pretty much everything. And Siri and Alexa have even become our personal assistants. Now, bots and automated customer service are all the buzz for contact...
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Advancing technology has somewhat altered the expectations of customers. While service agents are more equipped than ever to deal with the more demanding modern day customer, some contact centers still foster anachronistic techniques that ultimately hurt their business. Here are just a few of those...
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Everyone has a story about terrible customer service. And that story invariably starts with a phone call, involves redundant questions and a lot of waiting on hold, and ends in deep frustration. Yet it’s exactly this first point of contact, when a customer is reaching out to you, that you have the...
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The Service Cloud team recently attended Field Service USA, a leading conference for customer service and field service professionals. From workshops, to sessions and an expo hall, it was a busy week of non-stop learning and networking. Inspired by the many sessions and conversations with fellow...
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It’s no secret. Poor customer service can cost your company — big time. According to Accenture, 52% of consumers have switched brands in the past year due to poor service. So it’s not hard to see that if you don’t provide good customer service, half of your existing customers are easy pickings...
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The UK is a nation of smartphone addicts. Deloitte's sixth annual Mobile Consumer Survey reveals that four out of five adults now own a smartphone, with one in three admitting to checking their phone in the middle of the night.
In this hyperconnected world, the face of customer service has changed....
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The world of selling and customer service has changed a lot in just the past 10 years. It used to be salespeople could rely on a good golf game and communication skills to win deals. Customer service was a 1-800 number and often after long wait times and referral to 'multiple departments' customers...
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Customer service has changed more in the past couple of years than it has in the last 20. From social media, to mobile devices, to apps, to video messaging, your customers are expecting to engage with you a multitude of channels and on numerous devices. Plus, new technology such as artificial...
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