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Tag "Mobile Service Cloud"

Feb 22, 2022 • Mobile Service Cloud

How Great Customer Service can Revolutionise Healthcare?

Led by the COVID-19 pandemic, the healthcare landscape has worsened globally. While many businesses across industries witnessed their usual processes crumble, the healthcare sector perhaps had the worst hit due to immense pressure. When it came to responding to COVID-19, healthcare strategies made a 360-degree turn and switched to integrated customer service solutions since they seemed the most effective. For instance, the Government of India used conversational AI in its existing platform with the support of a service partner to improve user engagement and deliver the correct facts about the pandemic. The World Health Organization (WHO) also used AI to assist and answer questions posed by individuals via WhatsApp and Facebook Messenger.

Feb 15, 2022 • Mobile Service Cloud

How to Choose the Right Customer Service Software

Your customer service approach can be a serious competitive advantage. Gartner claims that 80% of companies mainly compete on their customer experience. While Microsoft reports that 96% of consumers say that customer service is a huge factor in how loyal they are to a brand. How can you boost your customer satisfaction and retention rates with superior customer service? With the help of the right customer service software. Encompassing a huge variety of tech — customer service software refers to any tool used to monitor, organize, and address customer service inquiries. In this blog, we walk you through the benefits of customer service software and the factors to consider when choosing a tool for your team.

Feb 10, 2022 • Mobile Service Cloud

6 Chatbot Use Cases to Revolutionize Retail and Ecommerce

In the super-competitive world of retail, automation can make the difference between success and failure. Spend too much time on laborious returns or repetitive questions and you’ll have none left to focus on sales strategies and building your customer base. Automating important elements of your retail operation can free up your staff to do great things.

Feb 10, 2022 • Mobile Service Cloud

How To Build a Robust Customer Service Strategy in 2022

With customer service becoming the new benchmark for successful businesses, the need to sharpen your CX strategies has become eminent. A study by Esteban Kolsky states that 34% of companies are implementing “customer journey mapping” into their customer service. A user experience journey is mapped before and after using a product, customer service paves the path to ensure a seamless journey benefiting both the brand as well as the customer. This blog walks you through the benefits of impactful customer service tips that can help your eCommerce business immensely.

Jan 27, 2022 • Mobile Service Cloud

Prepare For Hyper-Personalization

Today, a brand-new customer rules the marketplace. And from product to service to sales, they want their experience to be as personal as can possibly be.

Jan 27, 2022 • Mobile Service Cloud

Six Things Customer Service and Retail Brands Get Wrong About Customer Loyalty

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

Jan 24, 2022 • Mobile Service Cloud

5 Benefits of Google's Business Messages

Google's Business Messages will allow you to meet your customers where they are in their moment of need. Learn more about this conversational messaging channel and what five benefits it can have for your business.

Jul 26, 2021 • Mobile Service Cloud

[Webinar recap] Gen Z Way of Customer Service

Customer service today plays a vital role throughout the entire customer journey. What was once limited to a post-sales experience is now an integral function right from the very beginning of the customer journey. Customers today want to engage with a brand in a more personal way, right when they need to and through the most preferred channels. This shift in customer expectation impacts the enterprise in many ways — and has a significant impact on the customer service function.

May 17, 2021 • Mobile Service Cloud

Say Hello to the Next-generation Conversational Helpdesk System

Today customer service is undergoing a radical transformation. What was once just a support function has evolved into a critical agent that defines “experience” across the customer journey. Customers today expect personalized service across all touchpoints. But how do you effectively handle an increasing volume of conversations without compromising on efficiency? Luckily, there’s a way. It is called Conversational Helpdesk System: A proactive and customer-centric approach to customer service.

May 06, 2021 • Mobile Service Cloud

How to Simplify Customer Service: With Advanced Helpdesk System

For decades, customer service has been centered around the “issue of ticket resolution" and "ticket management". When a customer clocks in with a problem, the customer service team works to resolve it as quickly as possible. It's not as simple as it seems, especially with an increasing volume of conversations. With an advanced helpdesk ticketing system, your customer service reps can focus on "conversations and customers" first: the two essential aspects indispensable for delivering a superior customer service experience.

Apr 11, 2021 • Mobile Service Cloud

Measurable Success: 8 Customer Service KPIs That Matter To Your Business

Making customers happy should be the main goal of the customer service department. We know, customer centricity is nothing new. But do you really put the customer first? To improve your customer service performance, you’ll need to transform data into action. We’ll share 8 KPIs to start using your data and improve your customer service.

Apr 11, 2021 • Mobile Service Cloud

12 Customer Service KPIs You Should Be Tracking

Providing excellent customer service and increasing engagement is more critical than ever. Customer service KPIs are a means of tracking the effectiveness of your customer support efforts. KPIs give you feedback on which metrics offer the most bang for your buck and keep customers satisfied.

Mar 17, 2021 • Mobile Service Cloud

Why 2021 Is the Year to Start With a Chatbot

While chatbots have begun to gain traction in the past few years, they have in fact been around for some time. In 1966, Eliza - the first chatbot - made its debut, but it was only able to answer a few simple questions. Since, thanks to the advancement in technologies such as Artificial Intelligence (AI) and Natural Language Processing (NLP), chatbots are becoming smarter by the day. What's next?

Jan 22, 2021 • Mobile Service Cloud

The 10 biggest challenges facing today's customer service manager

Customer service has changed and improved enormously over the years. Until a few years ago, companies could only be reached by phone, e-mail or face-to-face. Fortunately, the rapid digitization of our society has contributed to better accessibility of both companies and customers. However, customers' expectations have also changed a lot in recent times . Managing these expectations is sometimes challenging and frustrating. We investigated: what are the ten biggest challenges for today's customer service manager?

Jan 22, 2021 • Mobile Service Cloud

Service as You Know It Will Disappear in 5 Years

Customer service has traditionally relied on channels such as email, phone and face-to-face contact, but the industry is changing rapidly. As people begin to rely on digital support more than ever, service as you know it will be dead in 5 years. In this article you'll learn about the main drivers of changing customer service and how to tackle these challenges.

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