Customer Service Management

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Bots and AI Will Drive a Second Wave of Fragmentation and Disruption [2017]

<i>[2017 update of the</i> <i>post</i> <i>published in 2016]</i><p>Chat applications are becoming a mainstream trend and our preferred way of interacting with colleagues, …

Chatbots

Should You Use Net Promoter Score as a Metric?

Since 2003, the net promoter score (NPS) has become one of the most widely used marketing metrics. Companies in industries as diverse as …

Customer Experience

Walmart launches Mobile Express Returns to refund or exchange online items in physical stores

As Walmart continues to build out its e-commerce business to rival Amazon’s, its latest development will build on some of the retail giant’s most established operations: Walmart is launching a new in-store returns service called Mobile Express Returns.<p>People who purchase items online and then need …

Trulia, Walmart & Amtrak separate AI fact from fiction (VB Live)

<b>For too many companies, AI myths are persistent and use cases and strategies are still on the “shiny new thing” level. Learn how to sort fact from fiction and how to see real-world ROI when you apply proven AI strategies to your business plans when you join this VB Live event.</b><p><b>Register now for …

Customer Service

6 ways the Era of Bots could dramatically change how products are marketed and sold

en_US<p>article<p>The CEO of a bot-building platform envisions the real impact of bot-based …

Free Webinar: How to Use Customer Service as a Marketing Tool

Even with the latest tech, make sure that your customer experience does not become impersonal and cold.<p>This age of mobile payments and eCommerce comes with clear benefits and challenges; while technology has made it easier than ever to process purchases, the customer experience has for many become …

Customer Service

Which Digital Channels Do B2B Buyers Use to Engage With Vendors?

There’s somewhat of a gap between expectations and reality when it comes to the B2B customer experience, according to a Marketo study [download …

Customer Experience

Surprisingly simple tips for designing call center incentive programs

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on …

Customer Service

From Cherry Picking To Queue Crushing

People instinctively avoid pain. Maybe that’s why some customer support agents are so good at avoiding terrible tickets. Instead, they find an easier …

Customer Service

Tips for the Social Media Marketer: Facebook

<b>Download this cheat sheet to learn about social media marketing on Facebook, and get some quick action items and best practices that you can use</b> …

Kundenservice: Call Center sind Social-Media-Muffel

Kundenservice: Call Center sind Social-Media-Muffel – Gerade einmal zwei Prozent der Agenten in Call Centern nutzen Social-Media-Applikationen wie …

Prozessgeführte Telefonie als Vertriebs- und Effizienzfaktor im Inbound-Kundenservice der A/V/E GmbH | Erfolgreiches Contactcenter

Autor: Christian Fingerhut (bfkm fingerhut+seidel), Nadine Enders (A/V/E GmbH)<p>Ausgangssituation<p>Die A/V/E GmbH aus Halle (Saale) bündelt die …

Digitalisierung: Wenn Chatbots Kunden verarzten

Von der Werbeagentur McCann kam vor einer Woche die freudige Pressemitteilung, dass Opel-Interessenten nun eine Probefahrt mit einem Chatbot …

Customer Centric Selling: The #1 B2B Sales and Marketing Trend in 2017

<i>“The purpose of any business is to create and keep a customer”—</i>Theodore Levitt<p><b>Customer-Centric Businesses Will Win</b><p>Customer centricity started in the …

BotBeat: This week’s top bots news

<i>VentureBeat’s Bots Channel tracks the most important news and analysis from the exploding field of bots and messaging. Each week, we select the top stories and present them in our free weekly newsletter, BotBeat. We include news stories by VentureBeat staff, guest articles from leading figures in</i> …

Artificial Intelligence

5 bots to try this week: Resistbot, SXSW, Rock Paper Scissors, MovieBot, and MojiHunt

If you’re fired up about politics — say the confirmation hearings of Supreme Court Justice Neil Gorsuch, or President Donald Trump’s refusal to release his tax returns — and wish to make your voice heard, well a message to Congress is just an SMS away.<p>Resistbot, which debuts this week on 5 bots to …

SXSW

Interview: The FinTech Customer Centric Model: Better, Cheaper, Faster

<i>By Wendy Glavin, Founder & CEO, Wendy Glavin Agency</i><p>Last December, while consulting, I spoke with Jim Eckstein, CEO of TradeRocket, a FinTech startup. …

Yandex Puts Machine Translation at the Core of New AI Strategy

On February 7, 2017, Yandex announced it had set up a Machine Intelligence and Research (MIR) division and appointed Misha Bilenko to head it. Until …

Machine Learning

5 charts on how brands’ use of Snapchat is changing

It’s called dark social for a reason: When it comes to Snapchat, brands are still feeling their way around blindly.<p>If you spend six figures on paid …

Advertising Industry

Karriere Ex-Kunde als Ursache für falsche Entschuldigung

Fehler zu machen, ist menschlich, Teil jeder Organisation. Auf Kundenseite können Fehler schnell Unzufriedenheit, eine Reklamation und final …

Bad Customer Service | Mr. Bean Official Cartoon

Customer Experience Tips - Building a Customer-Centric Culture

In today’s world of cut-throat competition, the only factor that probably brings the competitive advantage to any business organization is Customer …

Customer satisfaction is key to the success of your brand #TWBR

Last week’s review of The Apple Experience covered the first step to making sure you offer great customer service, and developing the internal …

Should Emerging Customer Service Channels Be Handled Like Chat or Email?

The landscape of customer service technology is changing rapidly. I’m gonna go out on a limb here and call it a land rush, but that’s pretty much how …

RELATIONSHIP MAGAZIN 03.16

5 Technologies To Jump Start Your Customer Service

One of the blessings and curses of being a contact center leader is that you become the target of sales people vying for your time so they can sell …

Customer Service

Amazon liefert Harry Potter-Buch mit Eule aus

Fast jedes neue Buch aus der weltbekannten Harry Potter-Reihe wurde in der Vergangenheit mit großem Brimborium und Tamtam veröffentlicht: Es gab …