Customer service technology
Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.
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Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
Customer service technology News
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May 21, 2019
21
May'19
Pegasystems acquires In The Chat digital messaging platform
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.
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May 20, 2019
20
May'19
Sparkcentral virtual agent framework blends AI, live agents
Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience.
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May 15, 2019
15
May'19
Effective customer surveys help contact centers drive CX
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
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May 14, 2019
14
May'19
CX initiatives driving contact center technology trends
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
Customer service technology Get Started
Bring yourself up to speed with our introductory content
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6 live chat benefits to consider in a CX strategy
Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
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customer lifecycle
In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service. Continue Reading
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How to use live chat for lead generation
Live chat can successfully generate sales leads -- if done right. Here are four steps organizations can take to boost brand loyalty and close the deal. Continue Reading
Evaluate Customer service technology Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Cattlemen group uses Google AI to build a chatbot
Wondering 'where's the beef?' Ask Chuck, a chatbot created by the National Cattlemen's Beef Association -- one of hundreds of bots being deployed thanks to AI tools. Continue Reading
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Advanced self-service platforms open new customer frontiers
Self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Learn what works, what doesn't and what needs improvement. Continue Reading
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AI customer self-service platforms show analytical maturity
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
Manage Customer service technology
Learn to apply best practices and optimize your operations.
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5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. Continue Reading
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4 ways to use chatbots to improve Gen Z customer experience
More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading
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Customer success tools pave the way for business advancement
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty. Continue Reading
Problem Solve Customer service technology Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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Liferay digital experience platform helps company improve CX
Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Continue Reading
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3 call center improvement strategies that boost efficiency
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading