Building Inclusive Support for a Global Player Base
A player in Brazil gets instant help from a chatbot that understands their slang. Another in Japan waits hours for a poorly translated response. Both play the same game, but only one feels valued. That’s the gap many gaming studios face today, a global player base without truly global support. In this blog, we’ll explore […]
Customer self service: Empower your customers to help themselves
In our digital-first world, we’ve become accustomed to instant gratification. For brands, this means providing solutions and answers to customers’ questions in a near-instant. Take too long and your customers won’t be happy. This is where offering customer self service can make a significant difference to your customer experience and satisfaction. Customer self service defined […]
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 […]
What Audible’s New AI-powered service says about the Future of Voice- Based Customer Service
This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book suggestions. The integration is the first of its kind, and opens up a new realm of possibilities for voice-operated customer service. Voice-operated automation for brand support has been around for […]
MoviePass Transforms Customer Service Experience with Helpshift’s Asynchronous Messaging and Bots
MoviePass is the fastest growing subscription service, ever. After ballooning from 20,000 to three million users during Spring of 2018, the MoviePass support team also saw a massive accompanying spike in support requests. “We had an extremely high volume of chats earlier this year that continued through the summer coming from our subscriber base,” said […]
The New World of CS Automation Part 1: AI is Everywhere— Except Customer Service
What is the first thing you do in the morning? Do you check the weather, read the news, scroll through Facebook, play music through Spotify, or ask Alexa to turn on the lights? An IDC study found that 80 percent of smartphone users check their phones even before brushing their teeth in the morning. And […]