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Improve customer experience

Customer service trends

5 benefits of using AI bots in customer service

November 20, 2019
Artificial Intelligence Customer service trends Improve customer experience

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Expanding omnichannel support with WhatsApp

November 7, 2019
Customer service trends Customer support social media Improve customer experience

Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs

Is your customer support team ready for the holidays?

November 1, 2019
Agent Tips Customer service trends Improve customer experience

As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

The difference between chat and messaging

2019 年 10 月 31 日
Customer service trends Improve customer experience 工單系統

For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them

Messaging apps are open for business

2019 年 10 月 2 日
App 和整合 Customer service trends Improve customer experience

7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging

The paradox of channel choice

2019 年 8 月 5 日
Customer service trends Improve customer experience 工單系統

It’s good to offer all support channels, but not all the time, and not everywhere

Yesterday’s extraordinary is today’s ordinary

2019 年 7 月 30 日
CRM Customer service trends Improve customer experience

Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands

Values versus reality: surprising gaps in customer service

2019 年 7 月 24 日
Chat Customer service trends Improve customer experience

We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering.

3 top priorities in banking customer service

2019 年 7 月 1 日
Customer retention Customer service trends Improve customer experience

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.

Start providing personalized customer service

2019 年 6 月 28 日
Customer service trends Improve customer experience

There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.

How is machine learning being used in customer service?

2019 年 6 月 27 日
Artificial Intelligence Customer service trends Improve customer experience

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service

The benefits of owning your support community

2019 年 6 月 24 日
社區論壇 Customer service trends Improve customer experience

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.

What does customer service mean to you?

April 18, 2019
Customer service trends Improve customer experience

Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them

What’s your type? 4 types of customer service operations

April 4, 2019
Customer service trends Improve customer experience

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate

These consumer contradictions mean AI opportunities in CX

March 8, 2019
Artificial Intelligence Customer service trends Improve customer experience

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

How to know when it’s time for omnichannel customer service

February 25, 2019
Customer service trends Improve customer experience 工單系統

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Good proactive engagement factors in privacy concerns

February 22, 2019
Customer retention Customer service trends Improve customer experience

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

3 benefits of proactive engagement

February 21, 2019
Chat Customer service trends Improve customer experience

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Customer support vs customer service

February 7, 2019
Customer service trends Improve customer experience

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

How businesses can benefit from proactive messaging

February 4, 2019
Chat Customer service trends Improve customer experience

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

Why AI will transform how customer service teams work

2019 年 1 月 23 日
Artificial Intelligence Customer service trends Improve customer experience

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

5 types of difficult customers and how to help them

December 5, 2018
客戶參與 Customer retention Customer service trends Improve customer experience

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone

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