7 Tips for Building an Effective Ticket Escalation Process
The customer is always right, except for those occasional moments where they need a helping hand – and sometimes their query isn’t a simple ask. That’s where ticket escalation comes…
Micah Solomon: Five Principles for Social Media Customer Service
In a few weeks, we’ll be joining forces with customer service guru Micah Solomon for a joint webinar to discuss his new book, “Ignore Your Customers (and They’ll Go Away):…
Fully Automated Customer Service: The Myth and the Reality
37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with…
Helpshift Protects Customers by Ensuring COPPA Compliance and so Should You
YouTube is the world’s top streaming service with an estimated 1.3B user and 300M hours of video uploaded every minute. Last September, YouTube was fined $170 million dollars for violating…
Customer Service vs. Customer Experience: A Critical Part of the Whole
In today’s highly competitive marketplace, businesses are increasingly recognizing the pivotal roles of providing excellent customer service and cultivating positive customer experiences. While these terms are often used interchangeably, delving…
Bot Wars Edition 2 – Eno, the Capital One Chatbot
In a messaging experience not far away… …and actually as close as your pocket, there’s a chatbot ready to help you with any issue that you might be having with…
The Benefits Of Efficient Customer Service And How Technology Makes It Possible
The benefits of efficient customer service are significant, both in terms of revenue growth and cost savings. In research on actual customer transactions published in the Harvard Business Review, customers…
Bot Wars Edition 1 – The Amazon.com Chatbot
In a messaging experience not far away… …and actually as close as your pocket, there’s a chatbot ready to help you with any issue that you might be having with…
The 4 Must-Have Features of an Automated Ticketing System for Customer Support
Brands that excel at customer service rely heavily on customer service software to deliver exceptional experiences. At the heart of nearly every one of their customer service platforms exists some…
How Automation Can Optimize Customer Service Management Across Channels
Customer service management encompasses pretty much everything a brand does to serve customers in the best manner possible – within the constraints of the customer service budget. Whether customers need…