The surge in online purchases and tools such as videocall platforms, as well as applications useful for carrying out many of the services or work activities online, are demonstrating in these days that new technologies are an important key and an unexpressed way with enormous potential.
Topics: customer service, next generation customer interaction
It’s no longer a luxury to be able to communicate with Millennials, it’s a necessity. Considering that Millennials are those born from 1982 onwards, we have reached the point in which a large part of that generation is working, earning money, spending and banking it. So, It’s no surprise that organisations are investing large sums in catering to this age group when generating value on Social Media for their companies, all necessary means of acquiring new customers from this growing generation.
Topics: customer service, social media, next generation customer interaction, messaging, millennials
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Today, if we want to explain what Black Friday is with a single word we would say "discounts", because many stores and eCommerce offer big discounts on many products, allowing customers to buy at very convenient prices. But what about Customer Care in these crazy days?
Topics: customer service, Next generation customer iteraction, self-service, millennials, new trends, ecommerce
If a picture is worth a thousand words, imagine what you can do with video.
Imagine how easy it would be to solve issues in 5 minutes, without the technician of the customer support to leave the office. Now stop imagining, it is already possible!
Topics: customer experience, customer service, video chat, CX, remote assistance, ominichannel, video remote support
In recent years, evidence points to a new rise in self-service trends that range from food ordering to Customer support and financial operations. These trends don't show any sign of slowing down and there is no use in fighting change. So, what can we do? The answer may just be in integrated Customer support platforms.
Topics: customer service, mobile banking, traffic analysis, next generation customer interaction, self-service, digital banking, new trends
Today, customers can get in touch with companies' assistance center, which offer them different contact channels, like call, chat and video chat. Nevertheless, sometimes it is necessary to use something more, that allows the agent to get in deeper contact with the customer. It's here that real-time collaboration tools come into play.
Topics: customer service, realt-time collaboration, co-browsing
According to a recent study, Live Chat has a 73% satisfaction rate as a way for customers to interact with businesses. Text-based channels allow for faster response times, are more scalable than phone support, and in most cases, lead to happy customers.
Read and discover the main aspects you need to know before implementing live chat on your website.
Topics: customer service, live chat, next generation customer interaction, messaging, millennials, ominichannel
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.
Topics: customer service, chatbot, virtual agent
Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.
Topics: online banking, customer service, online customer engagement, mobile banking, virtual agent, next generation customer interaction, insurance, integration, messaging, chatbots
The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!
Topics: customer service, video chat, vivocha features, call center, next generation customer interaction, video remote support
Digital remote advisors are spreading fast in the Customer Care business and offer remote high-quality support that is changing the Customer support system. This technology allows Customers to be supported in their purchase experience, in the same way, they would be in physical stores.
Topics: customer experience, customer service, digital remote advisor, next generation customer interaction, remote assistance, video remote support
People live their lives in a hurry and expect services to be always available, ready to be used whenever they need. Online appointment scheduler is the solution to this problem because it allows people scheduling an appointment with the contact center at the time they prefer, avoiding customers to wait hours on the phone waiting for a voice to answer.
Topics: customer service, online appointment scheduler, next generation customer interaction
Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!
Topics: customer experience, customer service, customer service trends, next generation proactive support, proactive assistance, next generation customer interaction
Today every company has a customer service department, and it is fundamental for customers' satisfaction and loyalty. It is really important to get in contact with visitors in the best possible manner; the success of a sale can depend on customer engagement.
In this post, you will discover some important tips to engage your visitors for digital support.
Topics: customer experience, customer service, next generation customer interaction
We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.
Topics: customer experience, customer service, next generation customer interaction
Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.
Smartphones have grown in importance in the last years and allow to complete various tasks while walking to work or taking a quick coffee break. This means that many of customers using your mobile app or visitors to your website will eventually require support while being on their mobile phone.
Topics: customer service, mobile interactions, mobile customer support, vivocha features
You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service.
Topics: customer service, integrated platform, customer interaction platform, banks
Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.
Topics: communication channel, customer service, banks
With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.
Topics: News, customer service, online customer engagement
