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Online customer service News
October 13, 2017
The focus at the recent HubSpot conference turned to the marketing potential of AI-powered chatbots engaging customers. This Pipeline Podcast looks back at Inbound.
May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
January 26, 2017
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off.
May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
Online customer service Get Started
Bring yourself up to speed with our introductory content
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A chatbot is a computer program that attempts to simulate the conversation of a human being via text or voice interactions. Continue Reading
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Continue Reading
Evaluate Online customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Chatbots find a beachhead on social sites as customers seek information and customer service there. But are these bots 'human' enough to get the job done? Continue Reading
The phone is still the preferred mode of communications across all age groups for consumers dealing with contact centers, according to a recent survey. Continue Reading
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Manage Online customer service
Learn to apply best practices and optimize your operations.
As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Problem Solve Online customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading