In today’s fast-paced digital world, providing seamless communication options is key to enhancing customer experience. With this feature in the Web Conversations widget, you can integrate WhatsApp and Phone as channel buttons directly into your widget. This addition allows your customers to connect with you through their preferred channels, making interactions more convenient and efficient. Let’s explore how this feature works and why it’s a valuable addition to your toolkit.
In this first video of our three-part series on workforce management, Customer Success Manager Jop and Business Intelligence expert Abdul explore the theme of volumes. Learn how to analyze key metrics like conversation counts, agent activity, and archived conversations using the Analytics Portal. This video will help you understand how to manage your team’s workload effectively and make data-driven decisions to optimize your customer service operations.
Welcome back to the second video in our workforce management series! In this session, Jop and Abdul focus on productivity—a critical topic for any customer service team. Discover how to use the Analytics Portal to measure and improve team efficiency by analyzing conversation types, inbound and outbound activity, and agent performance. This video provides actionable insights to help you build a more productive and effective team.
In the final video of our three-part series, Jop and Abdul dive into the topic of speed. With customers expecting faster responses than ever, this video explores how to use metrics like SLA percentages, first response time, and contact resolution time to optimize your team’s responsiveness. Learn how to leverage the Analytics Portal to meet customer expectations and deliver exceptional service in real time.
In this video, Customer Success Manager Sam introduces a game-changing feature: Auto Translations. This powerful tool is designed to save time and effort by enabling real-time translation of both incoming and outgoing messages. It breaks down language barriers, ensuring seamless communication. Whether you're managing customer conversations across different languages or collaborating with international teams, Auto Translations keeps everyone on the same page.
In today's dynamic business environment, efficient staff planning is crucial for maintaining productivity and managing costs. In this session, Customer Success Manager Nienke will walk you through the process of staff planning. Discover how to navigate the Analytics Portal, select relevant filters, and interpret data to make informed decisions that enhance your business efficiency.
Nowadays, it is common for customers to contact a company through various channels. This requires developing an effective channel strategy that suits your target audience. In this video, Customer Success Manager Kevin will discuss the most common channel strategies and explain what to consider when choosing the best channel strategy for your service department.
Generative AI unlocks many possibilities and benefits! In this video Customer Success Manager Nienke is going to explain the benefits of the ‘AI’ functionality in Mobile Service Cloud, and perhaps more importantly, how to use it on a day to day basis.
In this video, Customer Success Manager Mariska takes us through the compelling features of Native Voice. The Voice solution from CM.com designed for Mobile Service Cloud. Native Voice offers innovative ways to elevate your customer service experience. In this session, Mariska shares practical tips to enhance service delivery, highlighting the seamless transition from phone calls to WhatsApp conversations.
