Why IoT Will Enable a New, Data-Driven Era of Customer Service
IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more than 20 billion IoT devices…
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in…
Chatbots for Customer Assistance: Why You Need to Rethink Your Strategy
In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only one who shared this enthusiasm…
Top Considerations in B2B Versus B2C Customer Service
Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there are different marketing and sales…
What Audible’s New AI-powered service says about the Future of Voice- Based Customer Service
This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book suggestions. The integration is the…
B2C Brands Deliver Exceptional Customer Service Experiences with Helpshift
Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and in a perfect world, customers…
When It Comes To Digital Customer Service, You Can Have Your Cake And Eat It Too
See how you can reduce your customer service spend with our cost savings calculator. Our digital customer service platform is largely built upon the notion that consumers want to communicate…
Data Science Spotlight: What’s New with AI in Customer Service
Helpshift is fortunate enough to have its own in-house data science team tasked with creating AI products that are tailored specifically for customer service. The main reason that Helpshift has…
Top 5 Benefits of Chatbots in Customer Service
Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor…