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Online customer service News
March 06, 2018
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.
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.
Online customer service Get Started
Bring yourself up to speed with our introductory content
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
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 (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
Evaluate Online customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Contextual communications within contact center services can improve customer engagement. New products from Oracle and TTEC aim to ease the exchange between customers and agents. Continue Reading
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
Manage Online customer service
Learn to apply best practices and optimize your operations.
In this Pipeline podcast, we discuss what was a primary topic at Social Media Marketing World: how companies should interact with customers through social media. Continue Reading
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Continue Reading
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
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.
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
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