“Data Democratization: Making Data Available and Understandable Across the Organization” Webinar Recap
Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it to make more informed decisions on behalf of the company. In this webinar from #ProductCon, the largest product management conference in the world, Google Product Lead Marily Nika speaks with […]
Abinash and CCW: Automation’s Role in the Future of Customer Service
Abinash Tripathy, Helpshift CEO & Founder, responds to questions from Customer Contact Week (CCW) about automation’s role in the future of customer service [CCW] Before diving into best practices and opportunities, it is important to set realistic expectations about automation. What can automation do for our customer contact function? What can’t it do? [AT] Automation […]
The Three E’s of Online Customer Service
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys your brand tone, then you will have satisfied customers. It’s a pretty simple equation, right? Well, as any customer service manager knows, satisfying these three […]
The 4 Must-Have Features of an Automated Ticketing System for Customer Support
Brands that excel at customer service rely heavily on customer service software to deliver exceptional experiences. At the heart of nearly every one of their customer service platforms exists some form of automated ticketing system. But what exactly is an automated ticketing system? Most such systems have similar basic functionality, but they vary greatly in […]
3 Routine Live Chat Examples Made Better Through Messaging
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When used properly, live chat liberated customers from enduring tedious automated phone system experiences and enabled online conversations in real time — more reassuring and quicker than email exchanges. There are plenty of […]
What Retail Chatbots for Customer Service Need to Be Successful
The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have seen and probably interfaced with a retail chatbot at one point or another. In a recent poll by marketing expert Jay Baer, 60 percent of participants said they’d used a […]