How Chatbots Can Support Your Live Chat Customer Service Strategy
People often hear the word ‘bots’ and immediately think about some dystopian science fiction flick they’ve...
Tag: chatbots
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Why Your Customer Service Strategy Should Include Online Chat
You've probably already noticed: There is a major shift towards messaging in the customer service game....
New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world, but not as well-known...
On the Horizon: Customer Service Trends in 2019 [Report]
We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations...
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The State of Bots in 2019: Successes and Failures
“We are in the Era of the Customer,” says Shep Hyken. We are indeed. It’s a...
What if Customer Service Worked Like the App Store?
Apple's new Business Chat could have a huge impact on customer service by changing the balance...
The Next Big Thing in Social Customer Service
The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of...
3 Critical Contact Center Trends to Watch in 2018 [Webinar]
Every year we read about what promises to be the hottest contact center trends. This list...