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Blog

Go Beyond Chatbots: AI at the service of your Customer Service

by Mkgt team | April 01, 2021

Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.

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Topics: customer engagement, online customer service, customer service trends, social media, chatbot, customer journey, social media customer service, omnichannel customer journey

The Data-driven Approach to a Better Customer Experience

by Mkgt team | March 05, 2021

Consumers’ behaviours are changing, what they envision is every channel connected, forecast made, recommendations shared and customer service contacted whenever they want. 

They not only interact more frequently, than ever before, with brands but also have a single interaction on multiple touchpoints.

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Topics: customer experience, customer engagement, chatbot, knowledge base, data driven, customer journey, omnichannel, AI

The 5 Golden Rules for a Successful ChatBot

by Mktg team | September 03, 2019

When it comes to setting up any sort of digital project, there will probably be some difficulties on the way. This is also true when attempting to implement a successful ChatBot project. You are about to discover the five must-follow rules that you should put to the test.

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Topics: chatbot, next generation customer interaction

Chatbot for Customer Service: the Virtual Agents Help Operators

by Mkgt team | July 16, 2019

ChatBot technology represents an enormous potential for enhancing the Customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.

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Topics: customer service, chatbot, virtual agent

How ChatBots can Enhance a Call Deflection Strategy

by Mktg team | June 18, 2019

Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive, but the contact centers don’t always give us what we need and when we need it, which can be more than a little frustrating. 

That is where ChatBots come in! So, what exactly are these bots and how can this technology results in a call deflection for the contact center?Let’s find out!

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Topics: mobile customer support, chat automation, chatbot, chatbots

How ChatBots and Real Agents Can Cooperate to Deliver the Best CX

by Mktg team | February 26, 2019

Companies are constantly looking for a way to improve and evolve, in order to offer their customers the best possible service. In this digital age, real agents and ChatBots are necessities when attempting to provide amazing customer service; so let’s look at how they can cooperate to give an unforgettable Customer Experience.

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Topics: customer experience, call center agent, chatbot, virtual agent, next generation customer interaction