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Employees are just like customers. They expect to receive the same impeccable service in the office that they have grown accustomed to from the services they use outside office hours. And, if you do it well, you will not just have a bunch of satisfied employees, your clients will also be eternally grateful. You probably […]
Checklist: how to choose the best software for your internal helpdesk Read More »
“Customers do not come first. Employees come first. If you take care of your employees, they will take care of your customers.” These are not our words but those of Sir Richard Branson. And why should we contradict the flamboyant British businessman? Employees are just like customers. They expect to receive the same impeccable service
Why an internal helpdesk is essential for your employee experience Read More »
In this digital-first world customers switch effortlessly between channels. And they expect customer service teams to keep up with the conversation. Zendesk has made a few changes to its platform recently to make sure customers and agents can continue their conversation across different channels efficiently: they introduced Agent Workspace last year, and Zendesk Messaging was
Zendesk’s Social Messaging app will be discontinued: what to do? Read More »
Zendesk has decided to move away from HTTP targets and switch to webhooks instead. Simply put, webhooks allow Zendesk to pass information to any third-party platforms and tools you use in your organization. Using webhooks, Zendesk integrates much more reliably and future-proof than with HTTP targets. Therefore, Zendesk plans to stop using HTTP targets by
Zendesk’s switch to webhooks allows superior integration with external platforms & tools Read More »
“Hey Siri, what is a virtual agent?” Since the rise of Siri, Alexa and Watson, almost every smartphone user has their own virtual assistant. Companies also use their specific type of virtual ally. Virtual agents: how do they work, and how can they help streamline your customer service? First things first. A virtual agent is
What is a virtual agent and why do you need one for your customer support? Read More »
During peak season, your customer service team will have up to 42% more customer enquiries to process. Of course, this is great for your revenue. But more orders mean more customer queries. So how can you deal with large numbers of questions from customers? And what if you have limited resources available? Peak season or
How to tackle high volumes of customer enquiries with limited resources Read More »
Raze the old, raise the new. Your startup’s mission is to innovate; to transform and disrupt traditional industries as you go along. You’re tired of the “we’ve always done it this way” and want to move forward. By reinventing by-gone business models and rethinking antiquated processes, you want to create unique value for this new
‘Less is more’ and 4 other customer experience tips for startups Read More »
In the world of e-commerce, chatbots aren’t a stand-alone tool. To get your customer experience just right, you need an integrated ecosystem that combines all your communication channels: from email to chat and social media. In this blog post, we’ll show you how Certainly’s conversational AI chatbot platform and Zendesk’s customer service tools prove to
Zendesk & Certainly’s conversational AI chatbot platform: a winning team Read More »
In the past, chatbots were considered a fun gimmick – an entertaining party trick to impress your tech-savvy colleagues, say, but not a useful business tool. Fast forward to today, and a lot has changed. Chatbots have become indispensable in the world of e-commerce. But not all chat tools are created equal. Some use ruled-based
Chatbots vs. conversational AI: key differences Read More »
“Building a good customer experience doesn’t happen by accident. It happens by design”, said CMXperience’s founder Clare Muscutt. And we couldn’t agree more. Achieving peak customer satisfaction requires a solid strategy. And today, automating your customer experience using chatbots can help. Here’s how. A decade ago, customers primarily contacted your business by phone or email.
Chatbots & customer experience: how technology can help improve CX Read More »
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