Tag Archives: google-hangout

4 Takeaways from Our Live Discussion on Chat vs Messaging vs Texting [Video]

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Messaging-vs-Chat-vs-Texting-Battle-for-the-future-of-Customer-Service Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

First, let’s take a quick look at the panel of speakers: Thomas Howe, Tobias Goebel, Roland Selmer, and Shai Berger.

 

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[Slideshare] Messaging vs Chat vs Texting: Battle for the Future of Customer Service

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Text Battle MessagingConsumers love to communicate with each other over text channels and, according to recent studies, they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting.

As a result, the world of messaging remains very fragmented (especially when viewed globally). No one channel is dominant enough to make the other channels irrelevant. This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Continue reading →

3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

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3 Takeaways from Our Live Discussion on Crisis Management for Customer ServiceLast week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo.

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How to Deliver Great Customer Service in a Crisis [Live Discussion]

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How to Deliver Great Customer Service in a CrisisOn any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.

Although most companies understand this, they continue to leave customers on hold. Brands who value the customer experience know that this is not acceptable. Luckily, with the proper solutions in place, any contact center can effectively deliver high quality service, even in a crunch. Continue reading →

3 Takeaways from Our Google Hangout on Conversational Commerce [Video]

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[Video] 3 Takeaways from Our Google Hangout on Conversational CommerceLast week, Fonolo hosted a very insightful and engaging Google Hangout discussing the future of chat-for-commerce and if Apple is a legitimate threat. This expert panel discussed how messaging platforms are shaping the way we interact, and how businesses and consumers can embrace this new wave of communications. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

First, let’s take a quick look at the panel of speakers: Tobias Goebel from Aspect, Dan Miller from Opus Research, Max Ball from RingCentral, Thomas Howe from Ten Digit Communications, and Shai Berger from Fonolo. Continue reading →

Why Everyone Is Talking About Conversational Commerce?

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Why is Everyone Talking About Conversational CommerceMessaging platforms are fast becoming the most desired method of communication among consumers and businesses thanks to rising comfort levels with virtual assistants and chatbots. In the last year alone, the amount of time spent on mobile messaging apps (Facebook Messenger, WhatsApp) grew by a whopping 394%, surpassing social networks (Facebook page, Twitter). However, as the chat-for-commerce space matures, the unwritten partnership between businesses and messaging platforms raises some serious questions.

In our Google Hangout on Thursday, July 20th at 2PM ET/11AM PT, we ask chat experts Tobias Goebel (Aspect), Max Ball (RingCentral), Dan Miller (OpusResearch), Thomas Howe (Ten Digit Communications), and our very own Shai Berger, about the impact messaging platforms will have on the future of communications in the call center. We’ll also discuss the newcomer, Apple, and if they will dominate the space.

 

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Can Apple Dominate the Chat-for-Commerce Space? [Google Hangout]

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Can Apple Dominate the Chat-for-Commerce Space? Facebook, Twitter and other messaging platforms have been battling fiercely to become the de facto channel for business-to-consumer chat. Capturing that title brings with it a powerful position that can be used to influence buying patterns, collect key data, and serve targeted ads.

Earlier this month, Apple jumped into the fray by announcing that iMessage will become a business communication platform. This is possibly the most significant development of the year in “conversational commerce”.  As a customer service channel, chat has distinct advantages: it lowers cost for companies by allowing agents to juggle multiple conversations, it makes automated responses easy to blend in (aka bots), and, perhaps most importantly, it is the preferred style of communication for younger consumers. Continue reading →

[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture

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[Video] 3 Takeaways from Our Google Hangout on Customer Service CultureLast week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

First, let’s take a quick look at the panel of speakers: Nancy Porte from Verint, Adam Toporek from CTS Service Solutions, Jeff Doran from CCEOC Inc., Shai Berger from Fonolo, and Kate Nasser,  The People Skills Coach™.

 

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How to Build a Customer-Centric Culture in Your Call Center

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How to Build a Customer-Centric Culture in Your Call CenterA well-defined company culture is crucial to the morale of any business. Organizations like Amazon and Zappos have created customer-centric brands that are directly reflected in their customer service. For contact centers to cultivate a customer-centric culture, managers must be diligent about producing teams with like-minded characteristics. In fact, Zappos is happy to fire employees if they do not fit within their culture! Don’t make firing a habit, instead, recognize who is cut out for the job and design a strategy that breeds success. Continue reading →

3 Secrets Behind a Successful Customer Service Culture [Google Hangout]

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3 Secrets Behind a Successful Customer Service CultureWhen United Airlines experienced a public relations meltdown for forcibly removing a paying passenger from a flight, there was serious concern over the company’s abysmal customer care. As Twitter lit up with memes mocking United Airlines, customer service experts were busy getting to the root of the problem: poor company culture. While many respected brands take customer service seriously, United lacked a cohesive narrative and customer-centric culture.

Culture is not created in a vacuum; it is born out of a shared mission to deliver excellent customer experiences, ones that are nurtured at every touchpoint. It begins at the top, with managers who lead by example and who are willing to ensure this mission is always carried out, and continues throughout the company. For companies that lack this commitment to customer service in their DNA, the results are always less than ideal. Continue reading →

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