Chatbots are automated software designed to interact with users. They function like an always-ready assistant, capable of delivering customer service on various platforms, including websites, apps, and social media messengers. In the fast-paced world of customer service, time is... read more
Chatbots are transforming customer engagement in various industries, making it vital to measure their effectiveness. One crucial metric for evaluating chatbot performance is the chatbot containment rate. By tracking containment rate metric, you can assess how well your chatbots... read more
I’m assuming that you’re familiar with the topic of chatbots. Nevertheless, if you want to supplement your knowledge before reading further – here are some articles that will help you better explore the topic: The Essential Chatbot Terminology for Beginners All You Need to... read more
Customer service cost reduction is a crucial goal for businesses aiming to improve their bottom line. It’s no secret that finding ways to optimize costs while maintaining quality service is a constant challenge. This is where chatbots come into play. Chatbots have emerged... read more
As a customer service manager, you know your team is the backbone of your company’s success. You work hard to ensure that your team is equipped with the right tools and technology to provide the best possible service to your customers. You might have been considering... read more
Good customer service is like a good handshake — it’s firm, reassuring, and makes you feel like you’re in good hands. Just like a weak handshake can leave you uneasy, a bank with poor customer service can make you feel undervalued and insecure. But when a bank... read more
A website that makes users search for contact information for five minutes is bad design, no matter how sharp it looks. However, a website that may look less good but is easy to use will provide a better customer experience and give the owner a better ROI. You can achieve that by... read more
Providing an exceptional user experience lets many ecommerce companies overcome competitors and become market leaders. According to a PwC study, 73% of consumers say that support service experiences are more critical to their purchasing decisions than price or product... read more
Research by Oracle suggests that 82% of consumers would switch a brand if unsatisfied with their customer service department. Therefore, a top-notch customer experience (CX) is a must. Part of the customer experience is conversations you’d have as a brand with your customers,... read more
Since 2016, when Facebook opened Messenger for bots, brands have widely adopted them. Everybody is now talking about them and their value to businesses. But what exactly are chatbots, and why have they become so important? In this chatbot guide, you’ll find answers to these... read more
In retail marketing, businesses focus primarily on acquiring new customers to increase their sales and potential market reach. Of course, this is critical to the success of your company. However, ensuring your new customers become repeat consumers is even more important in... read more
There are many reasons why we may dread getting in touch with customer service. For instance, writer Bill Bryson once wrote, “The other day I called my computer helpline, because I needed to be made to feel ignorant by someone much younger than me.” With a properly... read more
As an ecommerce brand, you may struggle to get satisfied customers to influence your prospective customers. However, if you start leveraging the positive effects of customer reviews, you’ll turn the situation around. Doing so can help you consistently outsell your... read more
Customer feedback is essentially opinions and experiences shared by the customers about a product or service they have engaged with. It helps customers share their experience with the product or the company and allows businesses to improve product development and overall customer... read more
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