Breakthrough Ways to Cut Customer Support Costs

When the smartphone came out, it completely changed the game for digital technology and communications. Suddenly, users no longer needed separate devices for music, the internet, phone calls, photos, GPS, etc. Instead, they had access to all of it in one hand with the push of a button - and the world never looked back.

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Topics: Customer Experience, Customer Service/Support, Self-Service, Proactive Customer Service Solutions

E-commerce: What it Can Learn From Customer Experience

They say every once in a while, there comes along a new technology that disrupts the entire industry and changes the way we see things. Almost a decade after its arrival, digital technology has transformed the retail industry in how customers purchase, evaluate, receive, return, or use products. We hear stories such as ‘Shoppers fleeing physical stores’, ‘Great mall exodus’ and so on. Indeed, Marc Andreessen’s prediction that e-commerce will overtake retail businesses seems to become truer every day.

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Topics: Customer Experience, e-commerce

High Traffic Does Not Equal Good Customer Experience

Just because a web page is popular doesn’t mean that it’s useful. In fact, it could be getting in the way of a more useful page. 

“We’ve recently decided to remove Basic rights at work, the most visited advice page on our website,” Hannah Horton from the UK’s Citizen Advice recently wrote. “It gets 70,000 visits a month and is in the top results for lots of queries about work problems on Google.”

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Topics: Customer Experience, Customer Service/Support, Proactive Customer Service Solutions

Harness The Power of Predictive Self-Service

Ah, the future…

I marvel at how “the future” occupies so much of our focus, and yet it always looms just out of reach, never really “here” and always “out there.” It’s never quite real, the future; at least, not real like the present is perpetually real. In fact, the present is the only real thing we consistently have.

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Topics: Customer Experience, answerdash, predictive self-service, Proactive Customer Service Solutions

Don’t Make Me Wait: The New Era of Customer Experience

As both a professor and chief scientist at AnswerDash, I spend time around two groups of people that couldn’t be more different:

  1. Enterprise marketing, sales, and customer experience executives
  2. Nineteen year-old college students

The first group loses sleep over rising costs, whereas the second just loses sleep.

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Topics: Customer Experience, predictive self-service, contextual self-service, frictionless customer service

Why are Companies Grappling with Basic Customer Service?

Adam Bender from Computerworld Australia recently reported on an event hosted by IPscape exploring the challenges companies continue to have delivering customer service that meets expectations. With exploding connectivity and consumer expectations for instant service one would think businesses would be forced to respond.  However fear and other factors have made progress slow.

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Topics: Customer Experience, Customer Service/Support, Customer-centricity

11 Changes That Are Revolutionizing The Customer Support World

New technology and higher customer expectations are rapidly changing the game for customer service and the customer experience. The short version? Digital is taking over and customers want more, faster. If you want to meet the needs of your customers and stay ahead of the competition, then, you have to prepare for these changes and understand how they will impact your business and your job. Let’s break it down.

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Topics: Customer Experience, Customer Service/Support, Customer Success, Chatbot, Self-Service

What Will Customer Experience Look Like In 2017?

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes, is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the intersection point of the two, you can learn a little bit about what customer experience trend lines might look like this year. Let’s dive deeper.

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Topics: Customer Experience, chatbots, omnichannel, geofencing

B2B Buyers Don't Want to Talk to You. They Want a Frictionless Self-Service Experience.

Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.

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Topics: Website Self-Service, Customer Experience, Customer Success, answerdash, Instant answers, predictive self-service

Why Chatbots are an Important Opportunity for Retailers

With Facebook Messenger now able to accept payments through chatbots, a new era of ecommerce is here.

The new functionality lets retailers accept payments directly, right there within a Messenger conversation with a user.

This is huge. As of February of this year, Facebook Messenger surpassed 1bn monthly active users, and WhatsApp hit that same mark in July.

For many years messaging platforms like these were void of brand or business integration opportunities, aside from general brand awareness and customer engagement.

After all, even the world’s largest corporations don’t have the resources that would be needed to personally engage in conversations with millions of individual consumers simultaneously. 

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Topics: Customer Experience, mobile, social, Facebook Messenger, chatbots, retailers