Bot Wars Edition 1 – The Amazon.com Chatbot
In a messaging experience not far away… …and actually as close as your pocket, there’s a chatbot ready to help you with any issue that you might be having with your Amazon.com order. Here at Helpshift, we know a thing or two about chatbots. Our customers have been using Helpshift chatbots to improve the support […]
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 […]
How Automation Can Optimize Customer Service Management Across Channels
Customer service management encompasses pretty much everything a brand does to serve customers in the best manner possible – within the constraints of the customer service budget. Whether customers need help obtaining product pricing and feature comparisons or assistance with returning a shipment, customer service management is core to the process. In a multi-channel world, […]
How the Insurance Industry Set the Standard for Frustration-Free Automation
As early as 2017, the insurance industry outspent all other fields in investment in AI. According to the Global Trends Study 2017, insurance companies invest an average of $124 million per company in AI — $54 million more than the average across all other industries surveyed. Much of this spend has gone into automating rote processes […]
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in turn equates to a better CSAT and overall brand experience. The routing process itself is also a great candidate for automation, and brands have increasingly […]