2 Major Ways AI-Driven Bots Can Help Companies Excel at Customer Service
Through natural language processing (NLP) and machine learning, chatbots can navigate solving the issue while maintaining a personalized relationship learned through previous responses. This allows for immediate customer satisfaction and a stronger customer relationship.
Why Easy Omnichannel Conversations Matter
[vc_row][vc_column][vc_column_text css=”.vc_custom_1636477684784{padding-bottom: 3% !important;}”]Why omnichannel? The answer is simple. You want to make it as convenient as possible for your customers to connect with you. When they need you, they will reach for whatever method of communication is closest and easiest. It can be the texting, apps, email, messaging, social media and more. Some of […]
Omnichannel CX Tip #1: Start Omnichannel with Your Top Two Channels
[vc_row][vc_column][vc_column_text css=”.vc_custom_1579027005251{padding-bottom: 3% !important;}”]Research from IQPC, Gartner, Dimension Data, and others shows that customers want effortless omnichannel journeys across channels, yet less than 15% of companies today offer seamless conversations. Why are companies not providing omnichannel support? Many find it too difficult and time-consuming to implement. Luckily, our latest ebook “Top Ten Keys for Creating, […]
2019 In-Review: A Compilation of the Best CX Content From Last Year
[vc_row][vc_column][vc_column_text css=”.vc_custom_1578529523489{padding-bottom: 3% !important;}”]This year, we welcome a new decade! In the previous decade, many trends in the CX space emerged, like the move toward implementing AI and the introduction of new channels. Many CX leaders made the transition from customer service to customer experience, and an added emphasis on the customer journey took the […]
What Makes an Admirable Company?
[vc_row][vc_column][vc_column_text css=”.vc_custom_1578511726155{padding-bottom: 3% !important;}”] The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values.
The Gift of CX: Our 2019 Holiday Reading List
[vc_row][vc_column][vc_column_text]2019 was a big year for the customer experience (CX) space. Many companies took strides to move toward a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies. As the newest trends and topics of 2019 were being discussed, Bright Pattern was right there […]
Customer Engagement Platform
In the modern day, the goal of customer service has transformed from cutting costs to providing a differentiated customer experience. Due to this shift, the software used to connect with customers has also transformed, transitioning from call center software into customer engagement platforms. Customer engagement platforms optimize the customer journey and cater to the experience […]
Call Center Analytics Software
[vc_row][vc_column][vc_column_text css=”.vc_custom_1575412228089{padding-bottom: 3% !important;}”]In the contact center industry, big data and the use of it can make a big impact on the customer experience your contact center delivers. Especially for large contact centers handling high call volume, analyzing the data can help streamline your call center. Having call center analytics software in your contact center […]
Customer Infographic: Behind-the-Scenes of a 95% CSAT
To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data has been a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls and data default to Wi-Fi and use cellular networks only when […]
Technology for Call Center Efficiency
[vc_row][vc_column][vc_column_text css=”.vc_custom_1574724712533{padding-bottom: 1% !important;}”]Call center efficiency is important in the contact center industry. Better call center efficiency means better ROI, more satisfied customers, and empowered call center agents. There are many metrics and strategies used in the industry to measure efficiency. In this blog, we’ll talk about the technologies that your call center needs to […]