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Tag "Mobile Service Cloud"

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 Ticketing 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.

Jan 12, 2021 • Mobile Service Cloud

5 Myths Busted For Automating The Customer Service

In a world dominated by an “I need it now” mentality, customers don’t just want their queries solved. They want them solved efficiently and they want them solved now. The days of being put on hold, or scrolling through websites have come to an end and customer service needs to adjust to keep up. Companies need to provide each individual customer with the smart, tailored experience they deserve, that’s why we set out to develop DigitalCX: a platform for automated customer service.

Jan 04, 2021 • Mobile Service Cloud

Better customer service through your customers' favourite channel

The time of only physical customer service belongs to a faraway past. Since phone calls, emails, web forms and even messaging channels were introduced, it's become easier for customers to connect with businesses. Your customers expect you to be available via their preferred communication channels, regardless of the channel, the time and/or their location. The question is: can your customers already reach you on all these channels?

Dec 14, 2020 • Mobile Service Cloud

The Role of Chatbots in an Uncertain Society

From single-purpose programmes that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbots – or conversational agents – are becoming increasingly popular and utilised by businesses to deliver proactive and personalised services to their customers.

Dec 01, 2020 • Mobile Service Cloud

How to improve customer communication with omnichannel conversations

Effective communication fosters trust and builds relationships, playing an essential role in both personal and professional life. By offering helpful feedback and encouraging open-mindedness, effective communication contributes to the success of any business, regardless of sector and size.

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