CSM Magazine

FEBRUARY 24, 2025

Long wait times frustrate customers, to the point that they feel that long hold times are the most annoying part of customer service. Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution. They become more efficient over time.

First Call Resolution 52

First Call Resolution Wait Times Call Center Chatbots 52

Comm100

APRIL 12, 2022

For many local governments, this came in the form of customer service chatbots. Among local governments, more than 60% indicate that they’ve either introduced chatbots or have plans to do so in the next 12-18 months. This improves the quality of service, as well as reducing overall wait times and queue lengths.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Comm100

MARCH 19, 2020

It’s at times like this where the real value of AI becomes clear. Many of our contact center customers are using our AI solutions ( Chatbot and Agent Assist ) to deal with these issues and react swiftly to the crisis. Take a look below for just one example of how a chatbot can effortlessly handle questions.

Contact Center 146

Contact Center Chatbots ROI Knowledge Base 146

InMoment XI

DECEMBER 18, 2024

Chatbots and virtual assistants rely on their knowledge bases to respond to or escalate customer queries. For example, a chatbot can update its knowledge base after encountering a new query. This automation ensures the right number and type of agents are available at the right time.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. This improved productivity means reduced wait times for members and increased capacity for credit unions.

Chatbots 244

Chatbots How To Omni-Channel e-support 244

Comm100

MARCH 19, 2020

It’s at times like this where the real value of AI becomes clear. Many of our contact center customers are using our AI solutions ( Chatbot and Agent Assist ) to deal with these issues and react swiftly to the crisis. Take a look below for just one example of how a chatbot can effortlessly handle questions.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Comm100

JANUARY 11, 2023

In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. This speeds up support for the customer as they don’t need to wait for an agent to become available. They are capable of resolving up to 80% of all queries.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Comm100

MAY 7, 2024

Before we dig into how to streamline customer service, let’s explain the most common benefits: Minimizing delays : Customers today have little patience for long wait times. Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data.

Customer Service 240

Customer Service Strategy Self Service How To 240

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry.

Call Center 130

Call Center Measurement Self Service How To 130

Comm100

APRIL 11, 2022

Advancements in technology are providing higher education with effective ways to improve student support across every stage of the student lifecycle, and chatbots are becoming key to this. This article will showcase how universities and colleges are using chatbots today, highlighting a higher ed chatbot use case for three key departments.

Chatbots 130

Chatbots Study Wait Times Examples 130

Comm100

JUNE 12, 2023

By February of 2023, the chatbot created by software company OpenAI had garnered 100 million unique visitors , making it the fastest-growing consumer app ever to have been released. The AI chatbot application can respond to written prompts to generate stories, essays, articles, answers to questions, code sequences, and even jokes and poems.

Chatbots 130

Chatbots Customer Experience Healthcare Software 130

Comm100

MARCH 20, 2024

This tool can significantly enhance the citizen’s experience by providing quick answers to questions, reducing wait times, and making government services more accessible. Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust.

Government 244

Government Communication Self Service How To 244

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . – Chatbots . – Chatbots .

Software 236

Software Social Media Knowledge Base Omni-Channel 236

Comm100

FEBRUARY 1, 2022

Agent-facing AI-powered tools can even be used to recommend articles to agents that can then be quickly forwarded to students. Combined with chat concurrency, agents can more quickly support a larger number of students at a time, significantly reducing wait times from traditional phone support.

Engagement 245

Engagement Omni-Channel Chatbots Social Media 245

Comm100

OCTOBER 25, 2021

In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization. Live chat is particularly popular for this reason. Meeting Customer Demand. Younger generations demand to connect how and when they want.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Social Media 246

Comm100

NOVEMBER 28, 2022

In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. Now institutions are looking to deploy chatbots with much broader capability.” By introducing a chatbot, colleges and universities can automate common tasks and basic questions.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Comm100

SEPTEMBER 28, 2021

In this article, we’ll showcase five organizations that have successfully navigated digital transformation in customer service. Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot . Since rolling out live chat, LMCU has bolstered their technology stack through the adoption of Comm100 AI Chatbot.

Customer Service 246

Customer Service Chatbots Banking B2C 246

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Set Clear Milestones for Progress Set specific, measurable milestones to ensure progress over time. Month 6 Measure results via CSAT and NPS surveys.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

Comm100

NOVEMBER 13, 2022

Another of the growing customer service technology trends has seen a rise in chatbots and automation. Thanks to improvements in AI and automation technologies, chatbots can now handle as much as 80% of customer needs. The primary way that organizations are introducing automation to customer service is with the adoption of chatbots. .

Tools 242

Tools Customer Service Tips Omni-Channel 242

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Comm100

NOVEMBER 13, 2022

Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. As support teams using omnichannel customer service platforms can handle queries faster, customers also enjoy reduced wait times. Everybody has their preferred way of communicating.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 95

Chatbots Customer Journeys Customer Experience How To 95

CSM Magazine

MARCH 27, 2025

Think personalized dashboards, slick chat setups, client portals, or even AI-driven assistants tools built to fit what clients actually need. This article dives into how custom interfaces reshape client communication, unpacking the perks, must-have features, rollout steps, and ways to tackle any hiccups along the way.

Communication 52

Communication Self Service Chatbots Wait Times 52

Comm100

MARCH 30, 2021

When a customer asks a question, Agent Assist automatically suggests agents canned responses and article suggestions to the agent so they don’t need to spend time searching for the answer. Recommended for you: How to Relieve your Phone Queues with Live Chat. Unable to connect in person.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. You no longer need to make your customers and prospects wait in queues to get an answer to their questions.? .

Customer Service 164

Customer Service Chatbots Knowledge Base System 164

BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

SEPTEMBER 29, 2021

5 Customer Service Wins , looking at success stories from companies that transformed their customer service using live chat and ai chatbots to improve customer experience and grow capacity. Introducing Comm100 Live Chat to your customer service strategy has been shown to improve customer engagement and CSAT scores.

Customer Service 245

Customer Service Culture Effort Score Chatbots 245

CSM Magazine

OCTOBER 23, 2024

More importantly, customers were left dissatisfied, dealing with poor communication, long wait times, and disjointed interactions. Unlike generic chatbots, Jovee AI was designed from the ground up to manage sales and customer service interactions seamlessly across multiple channels—whether web chat, voice calls, or virtual avatars.

Sales 52

Sales Customer Service Contact Center Chatbots 52

CSM Magazine

NOVEMBER 26, 2024

The convenience of online applications is a game-changer, particularly for busy professionals and first-time homebuyers who may feel intimidated by traditional processes. Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions.

Industry 52

Industry Technology Customer Service e-support 52

NobelBiz

NOVEMBER 19, 2024

Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents. Virtual Assistants and Chatbots Virtual assistants help people and chatbots answer questions.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

CSM Magazine

FEBRUARY 19, 2025

Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past. Restaurants that strategically implement AI for ordering, recommendations, and customer service can not only reduce wait times but also provide a customized experience that makes guests feel truly understood.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. Optimize Scheduling and Workforce Management Ensure the right number of agents are available at the right time by using workforce management tools.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

CSM Magazine

MARCH 17, 2025

Prioritize Self-Service Options Implementing self-service tools, such as kiosks , online FAQ pages, or automated chatbots, is a cost-efficient way to empower customers while reducing dependence on staff. Digital tools like chatbots provide round-the-clock assistance, ensuring customers feel supported even outside business hours.

NPS 52

NPS Self Service Net Promoter Score e-support 52

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you.

Customer Service 83

Customer Service Chatbots Effort Score Voice of Customer 83

CSM Magazine

JANUARY 12, 2018

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. . Chatbots can be your first line of customer service. If the chatbot doesn’t know an answer, it calls in your chat agents.

Chatbots 58

Chatbots Customer Service Net Promoter Score e-support 58