Day 1 Sneak Peek – MBA in Customer Service Automation Webinar Series
We’re just a few short weeks away from the MBA in Customer Service Automation Webinar Series, which runs from October 21-25! On Day 1, Helpshift founder and Chief Strategy Officer…
4 Tips For Creating a Proactive Engagement Strategy That Won’t Pester Your Customers
Proactive engagement is an essential part of the customer experience. Reaching out to customers at just the right moment can make them feel appreciated, drive customer loyalty, reduce churn and…
Personalized Customer Service: A Comprehensive Roadmap for Success
In an era defined by automation and digital interactions, the human touch remains a powerful differentiator. Customers today crave more than just efficient transactions; they yearn for genuine connections and…
How Self-Service Automation Elevates the Customer Experience
Consumers increasingly prefer to solve their own problems whenever possible. Brands like Starbucks, Lyft, Uber, Fandango, and Airbnb that allow self-service within apps have trained us to go out and…
How the Insurance Industry Set the Standard for Frustration-Free Automation
As early as 2017, the insurance industry outspent all other fields in investment in AI. According to the Global Trends Study 2017, insurance companies invest an average of $124 million…
Omnichannel vs. Multichannel Customer Service: What’s the Difference?
IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue front, which is why Forrester…
Knowledge Management Tools: The Secret Weapon of Customer Service
One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and your customers with the information…
3 Routine Live Chat Examples Made Better Through Messaging
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When used properly, live chat liberated…
What Retail Chatbots for Customer Service Need to Be Successful
The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have seen and probably interfaced with…
Call Centers vs. Contact Centers: The Role of Automation and Messaging in Elevating Support
Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today, what used to be called…