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Chat v/s Email v/s Phone: The winning customer support channel | by Engati | May, 2021

3May

By EngatiNo Comments

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Chat v/s Email v/s Phone: The winning customer support channel | by Engati | May, 2021

Email, phone calls, and chat. Is one truly better than the others?Does any of them create customer experiences superior to the ones made by others?Read on to find out which channel claims customer support glory.Emails have been an integral part of customer support infrastructure for decades. To say that the email is dead would be a lie.But, it does have its limitations. Depending solely on email is a sure-shot path to frustrated customers.DetailsEmails allow your customers to describe the issues they’re facing in greater detail. Your customers will think the email through and check to see whether they’ve missed anything.They even allow your agents to explain the solution in depth.Less intimidatingA phone call can be somewhat intimidating, especially if the customer is an introvert. With...

5 Common Chatbot Myths Explained. We’ve busted 5 common chatbot myths so… | by Ambit | Apr, 2021

16Apr

By AmbitNo Comments

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5 Common Chatbot Myths Explained. We’ve busted 5 common chatbot myths so… | by Ambit | Apr, 2021

Chatbots are the talk of the town. They’re one of the hottest topics in the technology world today.Like any new technology, much of the fact and fiction gets jumbled up. This leads to a number of myths and misconceptions that sway popular opinion, particularly among decision makers.We set the record straight on 5 of the most common myths about chatbots so you can be confident of deploying one in your business today.A common misconception is that implementing a chatbot requires the availability of a large IT department and highly qualified AI & machine learning experts, solution architects, and data scientists on the company’s side.And this is true… if you are custom building your own chatbot (more on this later).If you partner with a solution provider who knows their stuff, implemen...

How can an AI chatbot help your business nail a great customer experience | by Enterprise Bot

14Apr

By Enterprise BotNo Comments

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How can an AI chatbot help your business nail a great customer experience | by Enterprise Bot

As one of the key trends in innovation, Artificial Intelligence (AI) keeps on acquiring value for contact center agents. Chatbots and voice bots have become essential tools for brands that wish to deliver a hyper-customized, exceptional customer experience.A report on the Future of Work reveals that39% of IT pioneers are as of now utilizing AI or ML,33% said that they hope to utilize AI within the following three years, and19% hope to utilize it within five years.Great customer service hails from a place of operational efficiency and technological vigor. Lack of right technological solutions impact the efficiency and productivity of resources.Businesses equipped with conversational AI solutions at hand can engineer exceptional customer experiences that boost customer satisfaction, creat...

AI-powered Customer Service Solutions Are Driving Better experience in the face of COVID-19 | by Enterprise Bot

9Apr

By Enterprise BotNo Comments

ai bot, ai chat, ai chatbot, best chatbot, chatbot, chatbot ai, chatbot app, chatbot online, chatbot website, chatbots, conversation with ai, conversational-ai, covid19, creating chatbots, customer-experience, customer-service, robot chat

AI-powered Customer Service Solutions Are Driving Better experience in the face of COVID-19 | by Enterprise Bot

Amid the ongoing Coronavirus pandemic and the demand for digital services reaching an all-time high, AI-powered Conversational Solutions are delivering promising results by improving user experience end-to-end with innovation.Amid this harrowing pandemic, businesses are facing a blizzard of calls, emails, and messages from concerned customers.And though teams continue to work remotely to address the inexorable requests, from the super exigent to the super..yes…usual, they can barely keep themselves immune to the anxiety and stress that follows.The stretched working hours are only making things more overwhelming. Besides the support reps, who are going out of their way to answer queries and offer people a semblance of clarity in this uncertainty, the customers themselves are, now more of...

Conversational AI in Retail is Transforming the Customer Experience | Enterprise Bot | by Enterprise Bot

2Apr

By Enterprise BotNo Comments

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Conversational AI in Retail is Transforming the Customer Experience | Enterprise Bot | by Enterprise Bot

With the rise of e-commerce titans like Amazon, eBay, Walmart, the retail industry has witnessed a rapid digital transformation over the past few years. Moreover, the outbreak of pandemic earlier this year has accelerated the growth of the online channels for retailers on a massive scale as more and more consumers turn to online purchases. Consumers now have a new set of behaviors and expectations when it comes to online shopping. In such a competitive landscape where Amazon has come up with on-demand services like next-day delivery with a Prime membership, consumers have higher expectations than before. They prefer 24/7 personalized services over products. Also, peer recommendations and online research are driving their purchasing decisions.High operational costs, inventory overcapacit...

7 Remarkable IVR Trends For the Year 2021 And Beyond | by Haptik | Feb, 2021

1Mar

By HaptikNo Comments

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7 Remarkable IVR Trends For the Year 2021 And Beyond | by Haptik | Feb, 2021

Customer service is the most critical factor determining whether a business will grow or suffer from customer apathy. Excellent customer service as a strategy can bring an immense competitive advantage. Keeping customers happy is a challenging endeavor, given the continually changing business environment and customer expectations. The first point of customer contact plays a critical role in customer experience. An Interactive Voice Response (IVR) system often serves as this first point of contact. Given the crucial role that IVR plays in the contact center, it is essential for businesses to be aware of IVR trends for 2021 and beyond, in order to get their customer experience strategy for the near-future right.Current IVR ChallengesAccording to , IVR was responsible for over 50% of consu...