In the realm of technology in general, downtime typically refers to a system downtime, which means that a system, technology, service, or app is not working or is offline. Some downtime is planned. But the cost of unplanned IT downtime can be tremendous for companies. As a very general idea, Gartner estimates that IT downtime…
Email support is one of the main channels of customer support for most companies today. The majority of customers (62%) say that email support is a preferred way to communicate with brands. Typically, customers reach out to brands using email if they can find an email address on the brand’s website or via its app,…
A help portal, typically described as a help center, customer service portal, or self-serve portal, surfaces information for customers and enables them to find answers to their questions and resolve their issues with your products, services, and company. Help portals can be simple online FAQs or more sophisticated digital domains that enable various forms of…
Today, social media is a primary way that consumers follow and interact with brands, and that includes reaching out for customer support. If your company, brand, product, or app has a social media presence, you’re likely to field questions and comments from fans, customers, consumers, and users via channels that include Facebook Messenger; Twitter replies,…
In customer support operations, ticket routing is the process of setting rules around how tickets are assigned to particular departments, agents, and functions. Why Does Ticket Routing Matter to Customer Service? While ticket routing is technically a process that happens behind the scenes, it has a profound impact on the customer experience. There is nothing…
Natural language processing, or NLP, is how computers extract information from human language and, in turn, produce natural language output to communicate back. With algorithms that can identify and extract natural language rules, the unstructured data of language can be converted to a form computers can understand. Natural language processing technology has been used for…
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…
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…
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…
Net Promoter Score®, or NPS®, is a trademarked tool used widely to gauge customer experience and predict business growth as an outcome of that measure. It rates the willingness of customers to recommend a company’s products and services to others. Net Promoter Score® is universally considered to be a core metric for customer experience management…
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